Refund policy
At CrepeLoom, we are committed to ensuring your satisfaction with every purchase. Please review our refund policy carefully to understand your options and the conditions that apply.
Return Eligibility
You may request a refund or exchange within 30 days of the delivery date. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as received. Products that show signs of wear, damage caused by misuse, or missing accessories will not qualify for a refund.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless they arrive defective or damaged:
- Cleansing Brushes that have been opened or used
- Any product with a broken security seal
- Gift cards or promotional credits
How to Initiate a Return
To begin the return process, please email our support team at [email protected] with your order number, the product name, and a brief description of the issue. Our team will respond within 2 business days with detailed instructions and a return authorization number, if applicable.
Refund Timeline & Method
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original payment method within 5–7 business days. Please note that your bank or credit card issuer may take additional time to post the credit to your account.
Shipping Costs
Return shipping costs are the responsibility of the customer, unless the return is due to a defective, damaged, or incorrect item. In such cases, we will provide a prepaid shipping label or reimburse reasonable shipping fees upon request.
Damaged or Defective Products
If you receive a product that is damaged in transit or defective, please contact us within 48 hours of delivery. Include clear photos of the damage and the packaging. We will arrange a replacement or full refund, including any applicable shipping charges, at no cost to you.
Late or Missing Refunds
If you have not received your refund after the stated timeline, first check your bank account again. Then contact your credit card company or bank, as processing times may vary. If the issue persists, please reach out to us at [email protected] and we will assist you promptly.
Exchanges
If you wish to exchange an item for a different model or size, please follow the return process above and indicate your preference in your email. Exchanges are subject to product availability. If the replacement item is unavailable, we will issue a full refund instead.
Final Sale Items
Items marked as “Final Sale” at the time of purchase are not eligible for return or refund, except in cases of defect or shipping error as determined by our team.
For any further questions regarding this policy, please do not hesitate to contact us at [email protected]. We are here to help make your experience with CrepeLoom smooth and worry-free.