Refund policy

30-day returns

You have 30 days from the date of delivery to request a return. To start one, email us at james@cremaandco.co.uk with your order number, the product, and the reason for your return — we'll authorise it and send you full instructions the same working day.

What we ask:

• Items must be unused and in their original packaging, in the same condition you received them
• Return postage is covered by the customer — we strongly recommend a tracked service
• Refunds are issued to your original payment method within 14 days of us receiving and checking your return
• We don't charge a restocking fee. Ever.

Faulty or damaged items — different rules 

If your item arrives damaged or develops a fault, none of the above conditions apply. You get a free return — we cover all postage. Faults within 30 days of delivery: your choice of a full refund or replacement. Beyond 30 days you're covered by the manufacturer's warranty, and we handle the whole process for you. Just email a photo or video of the issue and we'll sort it fast.

Your legal rights: Nothing here affects your statutory rights under the Consumer Contracts Regulations (14-day cooling-off period) and the Consumer Rights Act 2015. Our 30-day policy is offered in addition to those rights.