Refund policy

RETURNS AND REFUND POLICY

Your Right to Return

We hope you're delighted with your purchase. However, if for any reason you're not completely satisfied, you may return items to us within 14 days of delivery for a refund, exchange, or replacement.

Return Conditions

To qualify for a return, items must be:

  • In their original, unused condition
  • In original packaging with all tags and labels attached
  • Accompanied by proof of purchase

We reserve the right to refuse returns on items that show signs of wear or use.

Items That Cannot Be Returned

For hygiene and safety reasons, the following cannot be returned unless faulty:

  • Personalised or bespoke items
  • Food and beverage products that have been opened
  • Items made to your specification

How to Return an Item

  1. Contact us at shop@cromlix.com or call 01786 820310 within 14 days of receiving your order
  2. We'll provide you with return instructions and our return address
  3. Package your item securely in its original packaging
  4. Return the item to us using a tracked postal service
  5. Obtain and retain proof of postage

Return Postage Costs

You're responsible for the cost of returning items to us, unless the item is faulty or we've made an error.

We recommend using a tracked postal service, as we cannot accept responsibility for items lost in transit. In the unlikely event we don't receive your return, we cannot process a refund without proof of postage.

Refunds

Once we receive and inspect your returned item, we'll notify you by email. Please allow up to 14 working days for your refund to be processed.

Refunds will be made to your original payment method and will cover the price paid for the returned item. Delivery charges are non-refundable unless the item is faulty or we've made an error.

If you've returned part of an order, we'll refund the relevant items only. Original delivery charges will not be refunded in cases of partial returns.

Faulty or Incorrect Items

If you receive an item that's faulty, damaged, or incorrect, please notify us immediately (within 2 working days) by emailing shop@cromlix.com or calling 01786 820310.

We'll arrange for the item to be returned at our cost and will provide a full refund, replacement, or exchange as appropriate. This includes refunding the original delivery charges.

Return Address

Returned items should be sent to:

Cromlix
Kinbuck
Dunblane
Stirlingshire
FK15 9JT