Returns Policy
1. HOW LONG IS YOUR RETURNS PERIOD?
1.1. Any unwanted products must be returned to us within 30 days from when your order is delivered, or from the date of purchase if purchased from an event.
2. WHAT ITEMS CAN I RETURN?
2.1. We understand that sometimes you may wish to return or exchange something purchased from our store. As long as item(s) are still in their original condition, you can return these within 30 days. Please see below for any exceptions to this rule, such items cannot be returned:
2.1.1. If an item is marked as 'Final Sale';
2.1.2. Products sealed for health protection or hygiene purposes, for example, underwear or socks, that have been unsealed after you receive them or are not in their original packaging or have had any tags or the hygiene slip removed;
2.1.3. Bottles and cups for hygiene reasons;
2.1.4. Personalised items;
2.1.5. Food and drink items and ingredients for hygiene reasons;
2.1.6. Items containing liquid are only returnable if unopened, where the seal remains unbroken, and in a perfect resalable condition, in their original packaging.
2.1.7. Any product which has been damaged, worn, used in any way or has had the care label cut and/or removed;
2.1.8. Any product which is missing any component parts when returned by you (unless this is because of something we have done); and
2.1.9. Any product which has become mixed inseparably with other items after their delivery.
2.2. To receive a full refund on eligible returns, all items must be returned to us unworn/unused and in the same condition you received them, together with their original packaging. If an item is returned to us damaged, used, worn or in an unsuitable condition, we won't be able to give you a refund. All items are inspected on return.
3. WHEN WILL I GET MY REFUND?
3.1.1. This can depend on how long it takes your chosen returns courier to get the items back to us before being processed for a return at our warehouse.
4. ADDITIONAL INFORMATION
4.1. We only offer refunds onto the original payment method used to make the order.
4.2. Refunds will be actioned as soon as possible from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed.
5. DO YOU OFFER EXCHANGES?
5.1. Unfortunately we don’t offer exchanges, but if you return your unwanted item to us, you will be free to repurchase whatever you would like instead.
6. THE RETURNS PROCESS
6.1. If you wish to return an item(s), please fill out the form provided with your order. If you have lost this, e-mail us at contact@cryptosavingexpert.com and we will advise you what to do. Please ensure that the form is included with your return, or we will be unable to process your return.
6.2. Please retain any proof of return postage receipts as we may need to view these as part of your return.
6.3. Unless your item is damaged or faulty, you are liable to pay the cost of the return shipping.
7. POP UP STORES & EVENTS RETURNS POLICY
7.1. Returns from pop-up stores and events are accepted under our usual Returns Policy, however we'll need you to get in touch with us via e-mail at contact@cryptosavingexpert.com to initiate the returns process.
7.2. Where cash is used to fund a purchase, items that are eligible for a return can only be refunded with store credit.
7.3. If you paid using a debit/credit card, we'll be able to issue a refund onto the original payment method providing you're able to provide proof of purchase. Your e-receipt contains your order number which we'll need to find your order and begin the return process.
7.4. A refund or store credit will be issued once we've received your return back at our warehouse.
8. RECEIVED A FAULTY OR INCORRECT ITEM?
8.1. We’re very sorry your item is faulty or not what you ordered! You do not need to return it to us at this stage.
8.2. If you have received a faulty or incorrect item, please contact our Customer Support Team by e-mail at contact@cryptosavingexpert.com, and provide us with:
8.2.1. Your name and address;
8.2.2. Your order number;
8.2.3. The item name and description; and
8.2.4. Photos that clearly show the item and any fault.
8.3. All claims for orders with damaged or incorrect items must be made within 7 days of receipt.
8.4. Once you have provided this information, our Customer Support Team will advise you what to do next.
9. MISSING ITEM(S)
9.1. We’re sorry if there is an item missing from your order. Before contacting our Customer Support Team, we recommend that you check the following:
9.1.1. Your shipping confirmation; have a look to see whether your order is being shipped in separate parcels. If this is the case, you may have received an e-mail to say that ‘Some items in your order are on their way’ and the remainder of your items should arrive shortly;
9.1.2. Whether the item was out of stock; again check your e-mails, including your junk and spam folder, to see if we have contacted you about this. If something is out of stock, we will issue a refund.
9.2. If, having checked, you find that you haven’t received any communications from us about the missing item(s), please contact our Customer Support Team by e-mail at contact@cryptosavingexpert.com, and provide us with:
9.2.1. Your name and address;
9.2.2. Your order number; and
9.2.3. The name and description of the missing item(s).
9.3. Once you have provided this information, our Customer Support Team will advise you what to do next.