Refund and Returns Policy

We want you to be happy with your order from CrownFill. If something isn't right, this policy explains how returns and refunds work. This policy does not affect your statutory rights.

Returns window

You can request a return within 30 days of delivery. To be eligible, items must be unused, unopened and in their original packaging, unless the item is faulty or not as described (see below).

Opened hygiene products

For hygiene reasons, we can't accept returns of opened or used hair fibres, scalp brushes and other personal-care items, unless they are faulty, damaged or not as described. Please check your order before opening it, and contact us before use if anything looks wrong.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or different from what you ordered, please contact us within 30 days of delivery. We'll ask for your order number and a clear photo of the item and its packaging. We will then offer you a replacement or a full refund, including the original delivery cost, and we will cover the cost of returning the item where a return is needed.

How to request a return

Email us at support@crownfill.com with your order number and the reason for your return.
We'll reply with return instructions and the correct return address. Please don't send items back until we have confirmed the return address, as returns sent to the wrong address cannot be refunded.
Pack the item securely and send it back with a tracked service. Keep your proof of postage.

Return shipping costs

If you are returning an eligible item because you changed your mind, you are responsible for the cost of returning it. We recommend a tracked service, because we can't take responsibility for items lost on their way back to us. If the item is faulty, damaged or not as described, we pay the return costs.

Refunds

Once we receive and inspect your return, we'll email you to confirm that your refund has been approved. Refunds go back to your original payment method, and we aim to process them within 14 days of receiving your return. Your bank or card provider may take some additional days to show the refund in your account. Original delivery charges are only refunded if the item was faulty, damaged or not as described, or if you cancel your whole order within your statutory cancellation period.

Cancelling an order

If you want to cancel an order before it has shipped, please email us as soon as possible and we'll cancel it and refund you in full. If your order has already shipped, you can return it under this policy.

Late or lost orders

If your order hasn't arrived within the delivery time we gave you, please contact us with your order number. We'll investigate with the carrier and arrange a replacement or refund if your order can't be found.