Refund policy
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Returns & Refund Policy
This Returns and Refund Policy ("Policy") governs all purchases made through The Crown Trimmer website and associated sales channels. By completing a purchase, you confirm that you have read, understood, and agreed to this Policy in full.
This Policy forms part of our Terms & Conditions. Your statutory rights under UK consumer law are not affected by this Policy — however, our additional guarantees are subject to the conditions set out below.
2.1 To be eligible, the item must be returned in its original, unused condition with all original packaging, accessories, and documentation intact.
2.2 The 30-day window begins from the date of confirmed delivery as recorded by our delivery carrier — not the date of order or dispatch.
2.3 Requests submitted after the 30-day window will not be accepted under any circumstances, regardless of the reason.
2.4 Our guarantee is offered at our sole discretion and in addition to your statutory rights. It does not extend to damage caused by misuse, negligence, or normal wear and tear.
3.1 Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods that are sealed for hygiene or health protection reasons once those seals have been broken after delivery. The Crown Trimmer 2.0, once opened or used, falls within this exemption.
3.2 A product is considered "used" if there is any evidence of hair, skin contact, or physical wear on the device or any of its accessories.
3.3 Attempting to return a used hygiene product without prior authorisation may result in the item being returned to the customer at their expense, with no refund issued.
4.1 To be eligible for a return, exchange, or refund, ALL of the following conditions must be met:
| Condition | Status |
|---|---|
| Request made within 30 days of confirmed delivery | ✓ Required |
| Item unused and in original sealed condition | ✓ Required |
| All original packaging, accessories and documentation included | ✓ Required |
| Return Authorisation (RA) number obtained before sending | ✓ Required |
| Proof of purchase provided | ✓ Required |
| Item returned via tracked, insured postal service | ✓ Required |
4.2 The following are not eligible for return or refund under any circumstances:
| Scenario | Eligible |
|---|---|
| Opened or used hygiene/personal care products | ✗ No |
| Items returned without a valid RA number | ✗ No |
| Items returned after the 30-day window | ✗ No |
| Items damaged through misuse, negligence or accidents | ✗ No |
| Missing accessories, packaging or documentation | ✗ No |
| Items purchased through third-party retailers | ✗ No |
| Change of mind after the 14-day statutory cancellation period | ✗ No |
All return requests must follow this process. Failure to follow these steps may result in your request being refused.
- Email support@thecrown.co.uk within the 30-day window with your order number, the reason for your request, and photographic evidence where applicable.
- Our team will assess your request within 2 business days and notify you whether it is approved or declined.
- If approved, you will receive a Return Authorisation (RA) number and return address. Do not send items without this number.
- Securely package the item in its original packaging. Mark the RA number clearly on the outside of the parcel.
- Send via a tracked and insured postal service. Keep your proof of postage — we cannot be held responsible for items lost in transit.
- Once received and inspected, we will process your refund or exchange within 14 calendar days and notify you by email.
6.1 Upon receipt and inspection of the returned item, we will notify you of our decision by email within 5 business days.
6.2 Approved refunds will be issued to the original payment method only, within 14 calendar days of our receipt of the returned item.
6.3 We are not responsible for any delays caused by your bank or payment provider in reflecting the refund in your account.
6.4 Original delivery charges are non-refundable unless the return is due to a confirmed product defect or our error.
6.5 If an item is returned in a condition that does not meet the eligibility criteria, we reserve the right to refuse the refund entirely, or apply a deduction to reflect the diminished value of the goods. The item will be returned to the customer at their expense in such cases.
6.6 We reserve the right to refuse refund requests that we believe, in our reasonable judgement, to be fraudulent or abusive in nature.
7.1 If the return is due to a confirmed manufacturing defect or our error, we will provide a prepaid return label or reimburse reasonable tracked postage costs upon confirmation of the fault.
7.2 For all other returns, return postage is the customer's sole responsibility. We strongly recommend using a tracked and insured service.
7.3 We are not liable for items lost or damaged in transit during the return journey. Items that do not arrive back to us cannot be refunded.
8.1 If you receive a faulty, damaged, or incorrectly described item, contact us at support@thecrown.co.uk within 48 hours of delivery, including your order number and clear photographic or video evidence of the defect.
8.2 Failure to report a defect within 48 hours may affect our ability to process your claim. Reports made after this window will be assessed at our sole discretion.
8.3 Faults caused by misuse, accidental damage, failure to follow care instructions, or normal wear and tear are not covered under this section.
9.1 We strongly encourage customers to contact us directly at support@thecrown.co.uk before initiating any chargeback or payment dispute with their bank or card issuer.
9.2 Initiating a chargeback without first contacting us and allowing a reasonable time for resolution (5 business days) may be considered a breach of this Policy. We reserve the right to contest any chargeback with full documentation of the transaction, delivery confirmation, and communications.
9.3 All customer communications are recorded and may be used as evidence in any dispute resolution process.
10.1 Nothing in this Policy limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK legislation.
10.2 Under the Consumer Contracts Regulations, you have a statutory right to cancel your order within 14 calendar days of receiving your goods — however, this right does not apply to sealed hygiene products that have been opened after delivery.
Our team aims to respond to all enquiries within 2 business days, Monday to Friday.