Our Returns Policy

At Crane & Kind we hope that you love our shopping experience and the products we sell but we also understand that sometimes you might buy an item (especially online) and it just isn't quite right ... but don't worry. Below is all the information you need regarding our returns policy.

Can I return an item?

Yes! You can return an item for a refund or an exchange. Our policy is 14 days. If 14 days have gone by since the date of delivery, unfortunately we can’t offer you a refund or exchange.

To be eligible for a refund or an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. We suggest printing a copy of your purchase confirmation email and putting this in the package. 

Where and how do I send a return?

To return your product, please first send us an email at thedesk@craneandkind.com stating whether you need a refund or an exchange. 

You should pack the item(s) for return carefully and post to: 

Crane & Kind, Market Square, Sidmouth EX10 8AR

Please do not send your purchase back to the manufacturer.

You will be responsible for paying for the postage costs for returning your item(s). Original delivery costs are non-refundable. 

If I am eligible for a refund or an exchange, what happens?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange.

Refund: If your return is eligible, your refund will be processed, and credit will automatically be applied to your original method of payment, within a certain amount of days. We will endeavour to refund you as soon as possible and in any event within 30 days of receipt of the returned items. 

Exchange: If your return is eligible we will email you to confirm if we have the required item(s) in stock to process an exchange, please note that our standard delivery costs will apply and these will need to be paid before we can send you the replacement item(s).

I have received an email confirming that my return is eligible for a refund but I haven't received the money yet? 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at thedesk@craneandkind.com

What if I want to return a sale item? 

Only regular priced items may be refunded or exchanged, unfortunately sale items are not eligible for a refund or exchange. 

What it I received a faulty or damaged item(s)? 

We hope this never happens as we carefully check all our products before they are posted. If you receive a faulty or damaged item(s) please send us an email at thedesk@craneandkind.com

Can I return a gift?

If the item was sent as a gift when purchased and shipped directly to you, please follow the steps of our return policy. We are happy to offer you an exchange, you will receive a gift credit for the value of the item(s) only, once we have received the returned item(s) in original condition.

If you have any queries please email us at thedesk@craneandkind.com

What about cancelling my order?

You have the right under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order at any time before delivery of the items(s) or within 7 working days of receipt of the item(s), this must be done in writing (email) and following the returns process above. You will be refunded the full price paid for the products excluding delivery, within 30 days.

How to cancel my order?

Please notify us in writing by email at thedesk@craneandkind.com. In the instance where your order has already been delivered to you, item(s) must be returned unused and in the same condition it was received in. It must also be in the original packaging within 7 days of the delivery date. Please carefully repackage the item(s) and return to Crane & Kind, Market Square, Sidmouth, EX10 8AR  

Please note you will be responsible for the cost of this return. Crane & Kind reserve the right to refuse unidentified order returns.

We hope this helps! We want you to have the best experience possible so if ever in doubt please send us an email and we will see what we can do.