Refund Policy
Return Policy:
Our return policy extends for a period of 30 days from the date of purchase. If 30 days have passed since your purchase, we regret to inform you that we cannot offer a refund or exchange.
To be eligible for a return, the item must be unused and in its original packaging.
Please note that certain items are exempt from being returned, including perishable goods, intimate or sanitary products, hazardous materials, flammable liquids or gases, gift cards, downloadable software products, and some health and personal care items.
To initiate a return, you must provide a receipt or proof of purchase. Please refrain from sending your purchase back to the manufacturer.
Partial refunds may be granted under specific circumstances, such as a book with obvious signs of use, opened CDs, DVDs, tapes, software, video games, or vinyl records, items not in their original condition, damaged items, or items missing parts unrelated to our error. Returns made more than 30 days after delivery are also subject to partial refund consideration.
Refunds will be processed once we receive and inspect the returned item. You will be notified via email regarding the approval or rejection of your refund. If approved, the refund will be credited to your original method of payment within a specified timeframe.
If you have not received your refund, we recommend checking your bank account and contacting your credit card company. It may take some time for the refund to be officially posted. Should you require further assistance, please reach out to us at info@cranns.com.
Please note that sale items are eligible for refunds based on the regular price, while sale items themselves cannot be refunded.
Exchanges are only possible for defective or damaged items. If you need to exchange an item for the same one, please email us at info@cranns.com and send the item to: RM01, 6/F, Wing Fat Industrial Bldg, 12 Wang Tai Road, Kowloon Bay, Kowloon, Hong Kong.
If the item was marked as a gift and directly shipped to you, you will receive a gift credit for the value of the return. Once we receive the returned item, a gift certificate will be mailed to you.
If the item was not marked as a gift or if the gift giver had the order shipped to themselves to give to you later, the refund will be issued to the gift giver.
When returning a product, please mail it to: RM01, 6/F, Wing Fat Industrial Bldg, 12 Wang Tai Road, Kowloon Bay, Kowloon, Hong Kong. Please note that you will be responsible for paying the shipping costs for returning the item, and these costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from it.
The time it takes for an exchanged product to reach you may vary depending on your location. For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee the receipt of your returned item.
Additionally, please be aware that the refund amount will be adjusted to account for the shipping charges paid by the customer, as well as the 5.5% commission charged by the Shopify platform and the payment gateway fees. These deductions will be made prior to issuing the refund.