Refund policy

We hope you love everything you order from Crows Nest Store! But if something’s not quite right, we’re here to help.

**Return Window:**  
You may request a return within **14 days of delivery**.

**Eligibility:**  
To qualify for a return:
- The item must be in original condition, unused, with tags
- It must be returned in its original packaging
- You’ll need proof of purchase (order number or receipt)

**How to Start a Return:**  

**Important:**  
Please do not return any items without contacting us first. Our return address is not our shipping warehouse and cannot receive unapproved parcels.  
Once your return is approved, we will provide the correct return instructions and address.

Email us at crowsweb1@gmail.com with your order number and reason for return. Once your return is approved, we’ll provide instructions (including the return address).  
*Please do not send items back without contacting us first.*

**Who Pays for Return Shipping?**  
Customers are responsible for return postage when returning an item because they have changed their mind. If an item is faulty, damaged, incorrect, or not as described, please contact us at crowsweb1@gmail.com. We will arrange an appropriate solution and cover reasonable return costs where required. Your statutory rights are not affected.

**Non-Returnable Items:**  
We do not accept returns for:
- Custom/personalised items  
- Beauty/personal care products  
- Perishables, hazardous materials, or gift cards  

**Exchanges:**  
To exchange an item, please complete a return first. Once accepted, place a new order for the item you want.

 UK and European cancellation rights:
If you are a consumer in the UK or European Union, you generally have the right to cancel an eligible online purchase within 14 days of receiving your order, without giving a reason. Certain products, including personalised items and some sealed hygiene products once opened, may be exempt. Your statutory rights are not affected.

**Refunds:**  
Once we receive and inspect your return, we’ll notify you of approval. If approved, your refund will be issued to your original payment method within 10 business days.  
If you haven’t received your refund after 15 days, email us at crowsweb1@gmail.com.