1. Return Eligibility

We accept return or replacement requests under the following conditions:

• The product was received damaged.

• The product is defective or has a manufacturing issue.

• The wrong product or quantity was delivered.

• The product received does not match the order details.

Return request window: Customers must contact us within 7 days of delivery to report an eligible issue.

2. Non-Returnable Items

Certain products may not be eligible for return due to hygiene, usage, or product condition requirements.

Returns may not be accepted in the following cases:

• Products damaged due to improper use or handling by the customer.

• Products that have been used, washed, or altered, unless the issue is a verified manufacturing defect.

• Products returned without their original packaging, where packaging is required for verification.

• Change-of-mind returns, if the product is not eligible under our return terms.

Eligibility is subject to product condition and verification.

3. Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible.

To help us process your request, provide:

• Order ID.

• Clear photographs of the product.

• Photographs of the outer packaging and shipping label.

• A short description of the issue.

Our team will review the request and inform you about the available resolution.

4. Return Process

To request a return or replacement:

1. Contact our support team using the email address below.

2. Share your order details and the reason for your request.

3. Provide photographs or other information requested by our team.

4. Wait for confirmation and return instructions, if applicable.

5. Send the product according to the approved return instructions.

Please do not ship products back without receiving return instructions from our team.

5. Refund Policy

If your refund request is approved, we will process the refund according to the applicable payment method and refund terms.

• Prepaid orders: Approved refunds will generally be issued to the original payment method.

• Cash on Delivery (COD) orders: We may request valid bank account or UPI details to process an approved refund.

• Partial refunds: Where applicable, a partial refund may be offered for an eligible issue, subject to agreement and applicable law.

• Shipping charges: Refund eligibility for shipping and related charges will be assessed based on the reason for the return and applicable consumer protection requirements.

Refund processing time: Once approved, refunds will generally be initiated within 5–7 business days. The time taken for the amount to reflect in your account may depend on your bank or payment provider.

6. Replacement Policy

Where an eligible product is damaged, defective, or incorrect, CROCKLAY may offer a replacement, subject to product availability.

If the same product is unavailable, we may offer an alternative resolution, such as a refund, in accordance with applicable law and the circumstances of the order.

7. Cancellation Policy

Customers may request order cancellation before the order is dispatched.

• Cancellation requests should be submitted as early as possible.

• Once an order has been dispatched, cancellation may not be possible.

• If a prepaid order is successfully cancelled, the eligible refund will be processed according to the refund terms above.

Contact our support team to check the status of your order and cancellation eligibility.

8. Return Shipping Charges

For products received damaged, defective, or incorrectly delivered, CROCKLAY will assess return shipping arrangements on a case-by-case basis.

For other eligible returns, shipping charges and their treatment will depend on the applicable return terms communicated to the customer.

9. Order Inspection

Customers are encouraged to inspect their products upon delivery and report any visible damage or discrepancy promptly.

Please retain the original packaging until you have confirmed that the product is in satisfactory condition.

10. Contact Us

If you have any questions about our Return & Refund Policy or need assistance with an order, please contact us.