This Returns and Refunds Policy describes the conditions applicable to returns, exchanges, replacements and refunds for purchases made on the website crawforddesign.co, operated by CRAWFORD DESIGN SRL.

Nothing in this Policy limits or excludes the mandatory rights granted to consumers under applicable law, including the rights provided under Italian, European and United Kingdom consumer protection laws.

Your right to change your mind

This section applies to consumers who purchase online from Crawford Design.

1.1 Legal right of withdrawal

For non-personalized products purchased online, you have the legal right to withdraw from the contract within 14 days from the day on which you receive the product, without having to provide any reason.

After notifying us of your decision to withdraw, you have a further 14 days to return the product.

To exercise your right of withdrawal, you must contact us at:

Email: info@crawforddesignofficial.com

indicating:

first and last name;

order number;

the product or products you wish to return;

your intention to exercise the right of withdrawal.

If you correctly exercise your legal right of withdrawal, we will refund the price paid for the product and, where applicable, the cost of the initial standard shipping. If you selected a shipping method that was more expensive than standard shipping, we will only refund the cost of the least expensive standard shipping option available.

The direct cost of return shipping is your responsibility, unless otherwise indicated in writing by us or unless otherwise required by applicable mandatory law.

Voluntary 100-day return guarantee

In addition to the legal right of withdrawal provided by law, Crawford Design offers a voluntary 100-day return guarantee on eligible non-personalized products.

This guarantee allows you to request the return of a non-personalized product within 100 days from the date of delivery.

To be eligible for the 100-day return guarantee:

the product must be in the same condition in which it was received;

the product must not have been clearly used;

the product must not show signs of wear, damage, scratches, deformation or alteration;

the shape of the product must not have been modified;

the original packaging must be intact and unaltered in its shape;

the product must be returned with all accessories, components, packaging and materials received, where applicable.

Crawford Design reserves the right to refuse the return or apply a reduction to the refund if the returned product does not comply with the conditions indicated above.

The 100-day return guarantee does not apply to personalized products, as indicated in the following section.

Personalized products

Some Crawford Design products may be personalized with initials, acronyms, letters or other elements requested by the customer.

Personalized products are made according to the customer’s specifications and, for this reason, cannot be returned due to a change of mind, unless they are defective, damaged or do not conform to the order.

Before confirming an order for a personalized product, we ask you to carefully check:

the letters entered;

the order of the initials;

any spaces, characters or details requested;

the model, color, size or variant selected.

Crawford Design is not responsible for personalization errors caused by incorrect information entered by the customer at the time of the order.

If the customer enters incorrect initials, letters or personalization data, the product cannot be refunded, replaced or returned, unless otherwise decided at Crawford Design’s discretion.

If, however, the personalization error is caused by Crawford Design or one of our production partners, we will correct the issue in accordance with the section “Defective, damaged or incorrect products”.

Defective, damaged or incorrect products

If you receive a product that is defective, damaged during transport or different from the one ordered, we invite you to contact us within 5 days of delivery.

The 5-day period is intended to allow us to quickly verify the issue and offer a timely solution. This period does not limit the mandatory rights you have by law in the event of a defective or non-conforming product.

To report an issue, please write to us at:

Email: info@crawforddesignofficial.com

including:

first and last name;

order number;

a clear description of the issue;

photos or videos of the product received;

photos of the packaging, if the product arrived damaged;

any details useful for verification.

In the event of a defective, damaged or incorrect product due to a cause attributable to Crawford Design or its partners, we will offer an immediate replacement at our expense, with no additional cost for the customer.

If necessary, we may request the return of the defective or incorrect product. In that case, we will provide specific instructions and manage the cost of the return in accordance with applicable law and this Policy.

Conditions for accepting a return

For returns due to a change of mind or requested under the voluntary 100-day guarantee, the product must be returned in conditions that are perfectly consistent with the condition in which it was received.

In particular:

the product must not have been damaged;

the product must not show signs of clear use;

the product must not have been deformed, bent, modified or altered;

the original shape of the product must be preserved;

the packaging must be intact and must not have been modified, deformed or damaged;

any accessories, packaging, inserts or materials received must be returned together with the product.

If the returned product or packaging does not comply with these conditions, Crawford Design may:

refuse the return;

reduce the refund amount;

withhold an amount proportionate to the decrease in value of the product;

send the product back to the customer, where applicable.

How to start a return

To request a return, refund or replacement, please contact us at:

Email: info@crawforddesignofficial.com

In your message, please indicate:

first and last name;

order number;

email address used for the purchase;

the product or products you wish to return;

reason for the request;

whether it concerns:

legal withdrawal;

voluntary 100-day return guarantee;

defective product;

damaged product;

incorrect product;

personalization error attributable to Crawford Design.

If the product is defective, damaged or incorrect, please attach clear photos or videos showing the issue.

After receiving your request, we will reply with:

confirmation of receipt;

approval or rejection of the request;

any request for additional information;

instructions on how to proceed;

the address to which the return should be shipped, if approved.

Do not ship any product before receiving confirmation and instructions from our customer service.

Products returned without prior authorization may not be accepted.

Return address

Unless otherwise indicated in writing by our customer service, approved returns must be sent to the following address:

CRAWFORD DESIGN SRL

Via Tiziano Vecellio 18

43124 Parma (PR)

Italy

We recommend using a tracked shipping method. Crawford Design is not responsible for returns that are lost, damaged or delivered to the wrong address due to the courier chosen by the customer.

Return shipping costs

8.1 Returns due to change of mind and 100-day guarantee

For returns due to a change of mind, including those made under the voluntary 100-day guarantee, the cost of return shipping is entirely the responsibility of the customer.

The customer is responsible for:

organizing the return shipment;

bearing the cost of shipping;

choosing an appropriate shipping method;

keeping proof of shipment;

ensuring that the product arrives intact at the return address communicated.

Return shipping costs are non-refundable, unless otherwise indicated in writing by Crawford Design or unless otherwise required by applicable law.

8.2 Defective, damaged or incorrect products

In the event of a defective, damaged or incorrect product due to a cause attributable to Crawford Design or its partners, the replacement will be carried out at our expense.

In these cases, if we request the return of the product, we will provide you with specific instructions. Where required by applicable law, Crawford Design will bear the costs necessary to manage the issue.

Refunds

Once we have received and verified the returned product, we will process the refund within a maximum of 14 days.

The refund will be made using the same payment method used for the order, unless otherwise agreed or technically impossible.

The actual time required for the amount to be credited may vary depending on the payment method, bank, card network or payment provider used.

In the event of a valid legal withdrawal, we will refund the price paid for the product and, where applicable, the cost of the initial standard shipping.

In the event of a return made under the voluntary 100-day guarantee, we will refund the price of the returned product, subject to any deductions due to decrease in value, damage, wear, alteration of the product or packaging.

Return shipping costs borne by the customer are non-refundable, unless otherwise indicated in writing or required by applicable law.

Refusal of return or reduction of refund

Crawford Design reserves the right to refuse a return or reduce the refund amount if:

the product has been used beyond what is necessary to verify its nature, characteristics and functioning;

the product shows signs of wear, scratches, damage or alteration;

the product has been deformed or modified;

the packaging has been damaged, modified or altered;

accessories, components or materials included in the order are missing;

the returned product does not correspond to the product purchased;

the return concerns a non-defective personalized product;

the return was shipped without prior authorization;

the request is fraudulent, abusive or not compliant with this Policy.

Product exchanges

At present, any product exchanges are managed on a case-by-case basis by our customer service.

If you wish to exchange a non-personalized product for another size, variant or color, please contact us at:

Email: info@crawforddesignofficial.com

The exchange may be approved only if the product complies with the return conditions indicated in this Policy.

Shipping costs relating to an exchange for reasons not attributable to Crawford Design may be borne by the customer.

Personalized products cannot be exchanged due to customer error in the choice of initials, letters, size, color, model or variant, unless otherwise decided at Crawford Design’s discretion.

Shipped orders, delays and non-delivery

If your order appears to have been shipped but has not yet been delivered, we invite you to contact us so that we can verify the shipment status with our logistics partners.

Any delivery delays do not automatically entitle you to an immediate refund if the order is still in transit, without prejudice to the rights provided under applicable law.

In the event of a lost parcel or non-delivery confirmed by the courier, we will assess the situation and may offer a replacement or another appropriate solution.

Contact

For questions about this Returns and Refunds Policy or to request assistance with a return, replacement or refund, you can contact us at:

Email: info@crawforddesignofficial.com

CRAWFORD DESIGN SRL

Via Tiziano Vecellio 18

43124 Parma (PR)

Italy

Website: crawforddesign.co