Refund policy

Exchanges and Returns

The Consumer must inspect the Products upon delivery to ensure they match the items ordered and are free from any evident manufacturing faults or conformity defects.

Any anomalies (including, for example, tampering or damages to the box containing the Products) found at the time of delivery must be reported by the Consumer directly to the Courier. The Consumer may refuse to accept the Products under these circumstances and return them directly to the Courier.

If such anomalies are detected after delivery, the Consumer must promptly contact Client Services using the contact details provided in the “Contact Us” section on the Website via email.

In the event of product damage or if an incorrect item was shipped, to ensure that your return is covered by our free returns policy and reaches us promptly, items must be returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or delays due to customs. Prior to shipping the product, please inform us via email (sales@crematella.com) so that we can provide you with further instructions, such as the correct return address.

Items must be returned unused, with all Crematella tags and designer labels still attached. Returns that do not comply with our policy will be sent back to you.

We are only able to provide a refund if the reason for the refund is due to our error. This includes lost orders, quality defects, or damages. Please double-check your order carefully, as our exchanges and returns policy does not cover mistaken orders (details can be found in our Terms & Conditions).

Before returning your package, please contact them via email and we will send you the necessary steps and forms. By completing and returning the forms, we will initiate the organization and processing of the return. (Documentation found ont he website – Terms and condition- as well)

For further information, please refer to our Terms & Conditions or contact us.

 

Returning Your Purchase

As soon as you decide to return an item, please notify us within 14 days from the date of receipt of your order. Please send an email to sales@crematella.com, and we will provide you with further instructions regarding the return process.

How does the return process work?

The return process consists of the following steps:

  1. Contact Us: First, notify us via email at sales@crematella.hu about the reason for the return. Please provide the order number and details of the product(s) to be returned.
  2. Confirmation: After receiving your email, we will confirm the return request and inform you of the next steps.
  3. Packaging: Pack the product to be returned in its original packaging, if possible, and include the invoice or order confirmation.
  4. Shipping: Send the product back to the address provided by us. The shipping costs will be paid by us.
  5. Inspection and Refund: Once we receive the returned product, we will inspect its condition. If the return is valid, we will process the refund or replacement product according to your preference.
  6. Notification: We will notify you via email about the status of the return and the refund or replacement.

Please ensure that all returned products are in an intact and unused condition, with original tags and packaging included.

 

Receiving a Refund

Please be aware that refunds may take up to 10 working days to appear in your account, depending on the processing times of your payment provider. Shipping costs will be excluded from refunds unless the item is faulty or the order is canceled. Refunds will be issued to your original payment method.

For further details, please refer to our Terms & Conditions or contact us.