01. Eligibility for Returns

You may request a return or replacement if:

• The product was received damaged or broken.
• The product is defective or has a manufacturing issue.
• You received the wrong product, size, colour, or quantity.
• Your order is missing an item.

For fragile products such as crockery, dinnerware, glassware, and other breakable items, please inspect the package immediately after delivery.

02. Return Request Period

Return or replacement requests must be submitted within 48 hours of delivery.

Please contact our customer support team as soon as you notice an issue so that we can assist you promptly.

03. Unboxing Video

For damaged or broken products, we strongly recommend recording a continuous unboxing video from the moment the package is opened.

The video should clearly show:

• The unopened package.
• Shipping label and order details.
• The condition of the packaging.
• The product and any visible damage.

An unboxing video may be required to verify damage and process a replacement or refund.

04. Products That Cannot Be Returned

Returns may not be accepted for:

• Products damaged after delivery due to improper use.
• Products that have been used, washed, or altered.
• Products damaged due to misuse or accidental breakage after delivery.
• Products returned without original packaging where packaging is required for verification.
• Change-of-mind returns, unless specifically stated on the product page.

Certain products may have different return conditions. Please check the product page before placing your order.

05. How to Request a Return

To request a return, replacement, or refund, please provide:

• Order number
• Customer name
• Product name
• Reason for return
• Clear photos or videos of the product
• Unboxing video, where applicable

Our team will review your request and provide the next steps.

06. Replacement

If your product arrives damaged, defective, or incorrect, Crocklay may offer a replacement, subject to product availability.

If the same product is unavailable, we may offer an alternative solution, refund, or store credit, depending on the circumstances.

07. Refunds

Once your return or refund request is approved, the refund will be processed to the original payment method where applicable.

Depending on your bank, card issuer, or payment provider, it may take additional time for the amount to appear in your account.

08. Return Shipping

If the return is approved because the product was:

• Damaged during delivery
• Defective
• Incorrectly supplied
• Missing from the order

Crocklay will provide appropriate instructions regarding the return.

Returns caused by customer preference or reasons not covered under this policy may not qualify for free return shipping.

09. Order Cancellation

Cancellation requests should be made as soon as possible after placing an order.

Once an order has been shipped or dispatched, cancellation may no longer be possible. In such cases, the order will be handled according to our applicable return policy.

10. Damaged Package at Delivery

If the outer package appears severely damaged at the time of delivery, please take photographs before opening it and, where possible, mention the damage to the delivery person.

Please do not discard the packaging until your claim has been resolved.

11. Refund Approval

All refund and replacement requests are subject to verification by Crocklay.

We reserve the right to reject a request where the product does not meet the conditions of this policy or where sufficient evidence of the reported issue cannot be established.