Refunds & Returns
Returns Policy
This does not affect your statutory rights as a consumer. We don’t like to hear that a customer is unhappy with their purchase or the service they have received from us. We are always happy to help and we will always listen to the customer's side.
We will always be as fair as it is possible to be, some limits established are to protect ourselves against online fraud and unscrupulous characters.
Faulty Goods
If the item which you have ordered from us develops a fault soon after purchase, please contact us via the contact form on our website, as soon as you notice the fault and within 90 days of receipt of your goods. Due to having no way of knowing what treatment an item has received once it arrives with the customer, Crusader Ltd will not accept responsibility for goods after more than 90 days.
We will require an explanation of which item/s are faulty. Our policy is that a replacement will be sent to you, in the event that the same item is out of stock we will offer an alternative. In the event that the alternative is not suitable then we will request that the goods be returned to Crusader Ltd for a full refund and we will reimburse any monies paid for postage. Our customer services team will advise the best way for your item to be returned.
We do not wish to cause you any inconvenience, returns should be returned within 28 days, so please drop the item/s into your local post office at your earliest convenience.
Dissatisfaction caused by customer error or decision.
If you are dissatisfied with any aspect of your order or customer service experience, but the issue can be reasonably be seen to be partially your own responsibility, we still want to help. Please note that in this case there more be additional costs which you are liable for or if you decide to cancel the order a refund will be issued upon return of the goods to Crusader Ltd, please note the cost of delivery will be deducted from the refund total.
Incorrect Details
If after you have placed your order, we advise you to check your order confirmation, should you notice that there are incorrect details whether it be product or delivery address, please contact us straight away via the contact form on our website and quote your order reference number. If your order has not yet been processed, we can try to make the changes necessary. However please note that if the delivery has already been packed and marked as sent in our system, we may not be able to make the changes requested.
Please note that we process all orders in the shortest time frame possible, if your order has already been sent to you, you will be responsible for any return costs and redeliveries.
Change of Mind
Whether your no longer require your order or you have ordered the incorrect item, please inform us within 14 days via the contact page on our website.
Failure to report unwanted goods within 14 days will invalidate your right to any refund or replacement.
When you receive your order you may realize it is not what you require or you may have accidentally ordered the incorrect item, just send us a message through the contact form on our website and we will issue you a returns number. Please note that you are responsible for the return postage costs, the item/s must be returned to us in a resalable condition.
Returning Goods
The following information is required when returning an order: -
- Your name and Order Number.
- Written confirmation of what items returned.
- Written confirmation of the reason for return.
- Returns number (provided by our customer services team).
If this information is not enclosed with your returned goods we will not be able to process the return and you may experience a delay in your return being processed.
Proof of Breakages
Crusader Ltd reserve the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.