Refund policy

Return and Refund Policy

Last Updated: September 25, 2026

At Crick & Sons Ltd, we want our customers to shop with confidence. This Return and Refund Policy explains how returns, refunds, exchanges, cancellations, damaged items, and defective products are handled for purchases made through our online store.

This policy applies to customers purchasing from Crick & Sons Ltd in the United Kingdom and the United States.

Nothing in this policy is intended to exclude, restrict, or limit any statutory consumer rights that cannot legally be excluded or restricted.

1. Our Contact Information

Business Name: Crick & Sons Ltd

Registered Business Address:
1A Burlington Avenue
Formby
Liverpool
Merseyside
L37 8DY
United Kingdom

Email: support@crickandsons.com
Phone: +44 7862 609695

For all return, refund, cancellation, exchange, damaged-item, or defective-product enquiries, please contact us using the details above.

2. Order Fulfilment Locations

Crick & Sons Ltd fulfils orders from different locations depending on the customer's delivery destination.

United States Orders

Orders placed by customers in the United States are generally shipped from our U.S. warehouse located in Sacramento, California 95823, United States.

Shipping from our U.S. warehouse helps us provide domestic fulfilment for U.S. customers.

The Sacramento warehouse fulfilment location should not automatically be treated as a return address. Customers must contact us before returning an item so that we can provide the correct return destination and instructions.

United Kingdom Orders

Orders for UK customers may be fulfilled through our applicable UK or authorised fulfilment facilities.

The appropriate return destination may differ from the original shipping location. Customers should always contact us before sending a return.

3. 30-Day Return Policy

Crick & Sons Ltd accepts eligible returns within 30 days of delivery.

For standard change-of-mind returns under our voluntary return policy, an item should generally:

  • Be returned within 30 days of delivery;

  • Be in the same or substantially the same condition in which it was received;

  • Be unused beyond what is reasonably necessary to inspect it;

  • Include original packaging, tags, accessories, manuals, and other components where reasonably possible; and

  • Be accompanied by proof of purchase or a valid order number.

These conditions do not reduce your legal rights relating to faulty, damaged, incorrect, or misdescribed goods.

UK statutory cancellation and faulty-goods rights are explained separately below.

4. How to Start a Return

To request or notify us of a return, contact:

Email: support@crickandsons.com
Phone: +44 7862 609695

Please provide:

  • Your full name;

  • Order number;

  • Product you wish to return;

  • Reason for the return; and

  • Photographs where the item is damaged, defective, incorrect, or materially different from what was ordered, where reasonably possible.

For voluntary returns, we will provide return instructions after reviewing your request.

For UK consumers exercising a statutory right to cancel, you only need to clearly inform us of your decision to cancel within the applicable cancellation period. You do not need to provide a reason.

Please contact us before sending a parcel so that we can provide the appropriate return instructions and destination.

5. Return Method

Returns are accepted by mail.

Once you contact us, we will provide the appropriate return instructions and return address.

For U.S. customers, an order being shipped from our Sacramento, California 95823 warehouse does not necessarily mean that the same facility will be used for returns.

Do not send a return to a warehouse, supplier, manufacturer, fulfilment partner, payment processor, or an address shown on the original shipping label unless Crick & Sons Ltd specifically instructs you to do so.

We recommend keeping proof of postage and using a trackable shipping service.

6. Return Shipping Costs

Change-of-Mind Returns

For ordinary change-of-mind returns, including where you:

  • No longer want the product;

  • Ordered the wrong size;

  • Ordered the wrong variation;

  • Ordered the wrong product; or

  • Otherwise decide you do not wish to keep the product,

the customer is generally responsible for the direct cost of returning the item, except where applicable law requires otherwise.

Damaged, Defective, Incorrect, or Misdescribed Goods

If you receive an item that is:

  • Damaged;

  • Defective;

  • Incorrect;

  • Missing significant components; or

  • Materially different from its description,

Crick & Sons Ltd will bear reasonable return shipping costs where a return is required and where applicable law requires us to do so.

Depending on the circumstances, we may provide a prepaid shipping label, reimburse reasonable return postage, arrange another return method, or provide another legally appropriate remedy.

7. Restocking Fees

We do not charge a restocking fee for eligible returns.

8. Refund Method

Approved refunds will normally be made to the original payment method used to place the order.

Depending on your payment method, this may include:

  • Credit card;

  • Debit card;

  • Shop Pay;

  • PayPal; or

  • Another payment method accepted by our store.

If the original payment method cannot legally or technically receive the refund, we will contact you regarding an appropriate alternative.

9. Refund Processing Times

For ordinary returns under our voluntary 30-day return policy, we normally process an approved refund within 5–10 business days after receiving and inspecting the returned product.

After we issue a refund, your bank, card issuer, or payment provider may require additional time to credit the funds to your account.

Payment-provider processing times are outside the control of Crick & Sons Ltd.

Different statutory deadlines may apply where a customer exercises a legal cancellation or refund right. Those deadlines will take priority over our standard processing timeframe.

10. United Kingdom — Right to Cancel Online Purchases

UK consumers purchasing eligible goods online generally have a statutory right to cancel qualifying purchases.

For most qualifying goods, you may notify Crick & Sons Ltd that you wish to cancel your purchase within 14 days after receiving the goods.

You do not need to provide a reason.

After notifying us that you are cancelling, you generally have a further 14 days to return the goods.

You can notify us by contacting:

Email: support@crickandsons.com
Phone: +44 7862 609695

You may also use the model cancellation form contained at the end of this policy, although using that form is not compulsory.

Our voluntary 30-day return policy provides additional flexibility and does not reduce your UK statutory cancellation rights.

11. UK Cancellation Refunds

When a qualifying UK consumer properly exercises a statutory cancellation right, Crick & Sons Ltd will refund payments required by applicable law.

This generally includes:

  • The purchase price of the cancelled goods; and

  • The amount paid for the least expensive standard delivery method we offered.

If you selected an enhanced delivery service such as express, premium, or next-day delivery, we are generally not required to refund the amount above the cost of our least expensive standard delivery method.

Unless otherwise agreed or required by law, the customer is responsible for the direct cost of returning goods following a change-of-mind cancellation where this obligation was properly disclosed.

For goods returns, we may withhold reimbursement until we receive the goods back or until you provide evidence that you have sent them back, whichever occurs first, where permitted by law.

Where UK cancellation legislation applies, the refund will be made within the legally required period.

12. Handling Goods During the UK Cancellation Period

UK consumers may inspect and handle goods as reasonably necessary to establish their nature, characteristics, and functioning, similar to the way the product could reasonably be inspected in a physical shop.

Where permitted by law, we may reduce a refund to reflect a reduction in the value of goods caused by handling beyond what was reasonably necessary to inspect them.

Opening packaging alone will not automatically remove statutory cancellation rights unless the product falls within a lawful cancellation exception.

13. Faulty Goods — United Kingdom

Nothing in this policy restricts your rights under the Consumer Rights Act 2015 or other applicable UK consumer legislation.

Goods supplied to UK consumers must generally be:

  • Of satisfactory quality;

  • Fit for their intended or agreed purpose; and

  • As described.

If an item does not meet these requirements, you may have statutory rights including, depending on the circumstances:

  • A refund;

  • Repair;

  • Replacement;

  • Price reduction; or

  • Another legally available remedy.

UK consumers may have a statutory short-term right to reject qualifying faulty goods within 30 days.

Consumer rights concerning faulty goods can continue beyond our voluntary 30-day return window.

Accordingly, the expiry of our standard 30-day return policy does not automatically mean that you have lost your legal rights concerning a faulty product.

14. United States Customers

Customers located in the United States are provided a 30-day return period from the date of delivery for eligible products.

U.S. customer orders are generally fulfilled and shipped from our warehouse located in:

Sacramento, California 95823
United States

This is our U.S. fulfilment location. It should not automatically be used as a return address unless Crick & Sons Ltd provides instructions confirming that the return should be sent there.

Applicable U.S. federal, state, and local consumer protection laws remain unaffected.

Where applicable federal, state, or local law provides greater rights than this policy, the applicable mandatory legal requirements will prevail.

15. Returns for United States Customers

U.S. customers wishing to return an eligible product should first contact:

Email: support@crickandsons.com
Phone: +44 7862 609695

We will provide the applicable U.S. return instructions and return destination.

For ordinary change-of-mind returns, the customer is generally responsible for return shipping costs.

For products that are damaged, defective, incorrect, or materially misdescribed, Crick & Sons Ltd will provide an appropriate return solution and bear reasonable return shipping costs where required.

16. Damaged Products

Please inspect your order after delivery.

If your item arrives damaged, please contact us as soon as reasonably possible:

Email: support@crickandsons.com
Phone: +44 7862 609695

When possible, provide:

  • Your order number;

  • A description of the damage;

  • Photographs of the product;

  • Photographs of the packaging; and

  • Photographs of the shipping label where relevant.

Once we have reviewed the issue, we may offer an appropriate remedy, such as a replacement, refund, repair, replacement component, or another remedy required by applicable law.

17. Defective Products

If a product develops a fault or does not work as reasonably expected, contact:

support@crickandsons.com

Please provide your order number and information describing the defect.

We may ask for reasonable photographs, video, or other information that helps us understand the problem.

Depending on the circumstances and applicable law, the appropriate remedy may include:

  • Replacement;

  • Repair;

  • Full refund;

  • Partial refund; or

  • Another statutory remedy.

Nothing in this section limits statutory rights concerning defective products.

18. Incorrect Items

If we send you a product different from the one you ordered, please contact us.

We will arrange an appropriate remedy at no additional return shipping cost to you where the error was ours.

Depending on the circumstances, this may include:

  • Sending the correct product;

  • Providing a prepaid return method; or

  • Issuing a refund.

19. Missing Items or Components

If an order arrives with an item or significant component missing, contact:

support@crickandsons.com

Please include your order number and details of what is missing.

We will investigate the issue and provide an appropriate solution.

20. Exchanges

If you would like to exchange an eligible product for another size, variation, or product, please contact us.

Exchange availability depends on inventory.

Where a direct exchange is unavailable, you may be asked to return the eligible item for a refund and place a new order for the desired product.

Any statutory rights relating to faulty or misdescribed goods remain unaffected.

21. Non-Returnable or Return-Restricted Products

Some products may be excluded from ordinary change-of-mind returns where permitted by applicable law.

These may include:

  • Goods made to your specifications;

  • Clearly personalised products;

  • Perishable goods;

  • Products liable to deteriorate or expire rapidly;

  • Sealed products that are not suitable for return for health protection or hygiene reasons after the seal has been broken;

  • Certain sealed audio, video, or computer software products after unsealing, where applicable;

  • Newspapers, magazines, or periodicals other than qualifying subscriptions;

  • Gift cards, where permitted;

  • Certain digital products after supply has begun with the consumer's required consent and acknowledgement; and

  • Other products legally exempt from cancellation rights.

An exclusion from change-of-mind returns does not remove rights you may have if the product is faulty, damaged, incorrect, misdescribed, or otherwise does not comply with applicable law.

Contact us at support@crickandsons.com if you are unsure whether a product is eligible for return.

22. Sale and Promotional Items

Unless a lawful exception applies, eligible items purchased during a sale, discount, clearance, or promotional event are subject to the same return policy.

A discounted price does not remove statutory rights relating to faulty, damaged, or misdescribed goods.

23. Original Shipping Charges

For ordinary voluntary change-of-mind returns outside statutory cancellation rights, original shipping charges may be non-refundable where permitted by law.

For qualifying UK statutory cancellations, we will reimburse the applicable standard outbound delivery charge as required by law.

Where a return is caused by our error or by a product being faulty, damaged, incorrect, or materially misdescribed, shipping charges will be handled in accordance with applicable law.

24. Proof of Purchase

We may ask for reasonable proof that the product was purchased from Crick & Sons Ltd.

Suitable evidence may include:

  • Order confirmation;

  • Order number;

  • Receipt;

  • Payment confirmation; or

  • Other reasonable evidence of purchase.

The absence of original packaging or a paper receipt does not automatically remove statutory rights where other satisfactory proof of purchase exists.

25. Order Cancellation Before Dispatch

If you want to cancel an order before it has been dispatched, please contact us as soon as possible:

Email: support@crickandsons.com
Phone: +44 7862 609695

If the order has not yet been processed or dispatched, we will attempt to cancel it.

If the order has already been dispatched, you may need to receive it and use the applicable return or statutory cancellation procedure.

This does not reduce any applicable legal cancellation rights.

26. Delivery Delays

We aim to dispatch and deliver orders within the timeframes displayed on our website or communicated during checkout.

If we cannot fulfil an order within the promised or legally applicable timeframe, we will provide any notices, cancellation opportunities, or refunds required by applicable law.

For U.S. customers, orders are generally dispatched from our Sacramento, California fulfilment warehouse.

27. Lost Packages

If an order appears to have been lost in transit, please contact:

support@crickandsons.com

We may investigate the shipment with the relevant carrier.

If the package is confirmed as lost and the loss is our responsibility under applicable law, we will provide an appropriate replacement, refund, or other remedy.

28. Packages Marked Delivered but Not Received

If tracking shows that a package was delivered but you cannot locate it, please:

  1. Check the delivery location and surrounding area;

  2. Check with members of your household;

  3. Check with neighbours or building management where appropriate; and

  4. Contact us if the parcel still cannot be found.

We will assist with any appropriate carrier investigation.

The applicable outcome will depend on the delivery circumstances and your legal rights.

29. Refused or Undeliverable Packages

If an order is returned because:

  • An incorrect or incomplete delivery address was provided;

  • The customer refused delivery without exercising an applicable cancellation right;

  • The parcel was not collected after reasonable delivery attempts; or

  • Delivery could not be completed for reasons attributable to the customer,

reasonable shipping or carrier costs may be deducted from a refund where permitted by applicable law.

We will not make deductions prohibited by applicable consumer legislation.

30. Orders We Cannot Fulfil

If Crick & Sons Ltd cannot fulfil all or part of your order, we may cancel the unavailable product or order.

Any amount paid for an item we cannot supply will be refunded to the applicable payment method.

31. Refunds to the Original Payment Method

Unless otherwise required or agreed, refunds are returned to the original payment method.

For example, an order paid by card will generally be refunded to the same card account.

Refund processing by a bank or payment provider can take additional time after the refund has been issued by Crick & Sons Ltd.

32. Return Abuse or Fraud

Crick & Sons Ltd may take reasonable measures to prevent return fraud, including investigating:

  • Items not purchased from us;

  • Deliberately altered or substituted products;

  • Falsified proof of purchase;

  • Fraudulent damage claims; or

  • Other abusive return activity.

Nothing in this section permits us to deny or restrict legitimate statutory consumer rights.

33. International and Cross-Border Orders

Crick & Sons Ltd serves customers in both the United Kingdom and the United States.

U.S. customer orders are generally fulfilled domestically from our Sacramento, California 95823 warehouse.

Return instructions may differ depending on the customer's country and the applicable return facility.

Please contact us before returning an order so that we can provide the appropriate instructions.

We will not require customers to waive mandatory consumer rights because an order was fulfilled or shipped internationally.

34. Return Address

Our registered UK business address is:

Crick & Sons Ltd
1A Burlington Avenue
Formby
Liverpool
Merseyside
L37 8DY
United Kingdom

Our U.S. fulfilment warehouse is located in:

Sacramento, California 95823
United States

Neither location should automatically be used as a return address unless we specifically instruct you to send the return there.

The appropriate return destination may depend on the product, order, customer location, and fulfilment facility.

Before returning an item, contact:

support@crickandsons.com

We will provide the appropriate return address and instructions.

35. How to Contact Us

For returns, refunds, cancellations, exchanges, damaged products, defective products, or questions about this policy:

Crick & Sons Ltd

Registered Address:
1A Burlington Avenue
Formby
Liverpool
Merseyside
L37 8DY
United Kingdom

U.S. Fulfilment Location:
Sacramento, California 95823
United States

Email: support@crickandsons.com
Phone: +44 7862 609695

36. Your Statutory Rights

This policy is intended to supplement and explain our return procedures. It does not replace statutory consumer protections.

Nothing in this Return and Refund Policy excludes, limits, or restricts any consumer right or remedy that cannot legally be excluded, limited, or restricted.

Where a provision of this policy conflicts with mandatory consumer protection legislation applicable to a transaction, the mandatory legal requirement will prevail.

37. Model UK Cancellation Form

UK consumers may use the following form to notify us that they wish to cancel a qualifying distance contract.

Use of this form is optional. You may also simply contact us by email or another clear method.

To:
Crick & Sons Ltd
1A Burlington Avenue
Formby
Liverpool
Merseyside
L37 8DY
United Kingdom

Email: support@crickandsons.com

I hereby give notice that I cancel my contract for the sale of the following goods:

Product(s): ______________________________

Order Number: ___________________________

Ordered On: _____________________________

Received On: ____________________________

Customer Name: __________________________

Customer Address: ________________________

Customer Signature: ______________________
(Only required if this form is submitted on paper.)

Date: ___________________________________

Crick & Sons Ltd
1A Burlington Avenue, Formby, Liverpool, Merseyside, L37 8DY, United Kingdom
U.S. Fulfilment Location: Sacramento, California 95823, United States
Email: support@crickandsons.com
Phone: +44 7862 609695