Refund policy

CRESTWELL HOME & LIVING is operated by CRESTWELL COMMERCE LLC. We accept returns of both defective and non-defective products and offer direct exchanges.

30-day commercial returns

Contact us within 30 calendar days after receiving your order to request a return or direct exchange. For a change-of-mind return, handle the product only as needed to check its nature, characteristics and function, and return it with the components supplied. Defective goods do not need to meet change-of-mind condition requirements. Original packaging is not required. Use suitable protective packaging. We charge no restocking fee.

How to return an item

1. Email support@crestwellhomeandliving.com with your order number, the item and whether you would like a refund or direct exchange. A reason is optional for a change-of-mind return. Photographs may help us resolve a product problem but are not a condition for exercising statutory rights.
2. We provide return authorisation, the designated return address, a prepaid return shipping label and a downloadable return form. Download and print the form and place it in the parcel. If you cannot print it, contact us for an alternative.
3. Send the item back within 14 calendar days after receiving authorisation for a commercial return. Keep your proof of posting.

Contact us for the designated return address before posting a commercial return. The company address listed below is not automatically the parcel return address. Authorisation and the return form help us identify your parcel; they do not limit your statutory cancellation or faulty-goods rights.

Return and exchange costs

CRESTWELL COMMERCE LLC pays return shipping and exchange shipping for both defective and non-defective items. We supply a prepaid return label or arrange another return method with you. No restocking fee is charged.

Direct exchanges

You may request a direct exchange without placing a new order first. Tell us which item you would like. We confirm availability and any price difference before proceeding. We pay the shipping for the returned item and replacement. If the replacement costs less, we refund the difference to your original payment method. If it costs more, we obtain your agreement before collecting the difference. If your preferred replacement is unavailable, you may choose an available item or a refund. Once the exchange is confirmed and the return is received, replacement processing is 1–2 working days and transit is 3–5 working days.

Refunds

We issue approved refunds to the original payment method within 5 calendar days after receiving the returned goods. For a statutory cancellation, we use receipt of the goods or evidence that you sent them back, whichever is earlier. For a cancellation before dispatch, the 5-calendar-day period begins when we confirm the cancellation. We will not delay a refund beyond the applicable statutory deadline. Your bank or payment provider may need a further 3–10 working days to show the credit. We email you when the refund has been issued and remain your contact for help tracing it.

For a full-order return, we refund the price paid for the returned products and any standard delivery charge paid. UK standard delivery is free. There is no deduction merely for opening the packaging or reasonably examining the product. Where the law allows a deduction for handling beyond what is necessary to examine a non-defective item, we explain the basis and amount. This is not a restocking fee.

Your UK statutory cancellation right

For the products sold by our store, you may cancel an online purchase without giving a reason from placing the order until 14 calendar days after the day you receive the goods. For an order delivered in separate parts, the period begins after the last item is received. Notify us by email, telephone or another clear statement within that period. You then have 14 calendar days after notifying us to send the goods back. You do not need to wait for authorisation to preserve this right.

You may use this wording, but it is not compulsory: “I give notice that I cancel my contract for the following goods: [items]. Order number: [number]. Ordered on: [date]. Received on: [date]. Customer name and address: [details]. Date: [date].” Send it to the contact details below. Statutory cancellation refunds are made without undue delay and no later than 14 calendar days after receipt of the goods or evidence of return, whichever is earlier. If the goods have not been dispatched, the statutory deadline is 14 calendar days after your cancellation notice. Our shorter 5-calendar-day refund commitment above applies.

Defective, damaged or incorrect goods

Contact us when you discover a problem. We take responsibility for resolving defective, damaged, incorrect or missing goods and cover the necessary return and replacement shipping. UK consumers normally have a 30-day short-term right to reject faulty goods and rights to repair, replacement, price reduction or a refund after that period as provided by law. Our 30-day commercial window does not end these rights.

Order cancellation and changes

You may request cancellation, an address change or an order change before dispatch by contacting support@crestwellhomeandliving.com. We handle these operational changes only before dispatch. If the order has already been dispatched, we help you use the applicable cancellation and return process. Your statutory cancellation right continues after dispatch.

Our commercial return policy is additional to your statutory rights. Nothing in our policies restricts your rights where goods are faulty, not as described or not fit for purpose.

For delivery details, read our Shipping Policy.

Company and contact information

Store: CRESTWELL HOME & LIVING
Operator: CRESTWELL COMMERCE LLC
Established: 15 September 2026
Company address: 1510 Versailles Rd, Lexington, KY 40504, United States
Website: crestwellhomeandliving.com
Email: support@crestwellhomeandliving.com
Telephone: +1 917-789-3136
Customer service: Monday–Friday, 09:00–17:00 UK time (GMT or BST, as applicable), excluding UK public holidays.