At Crestovia LLC, we want customers to have a clear understanding of the procedures for requesting a return or refund for purchases made through crestovialights.com.
This policy explains return eligibility, return shipping responsibilities, refund processing, and the information customers should provide when contacting us.
1. Return Eligibility
Customers may request a return within 30 days of receiving their order, subject to the conditions outlined in this policy and applicable law.
To be eligible for a standard return, an item should generally be:
- Unused and in its original condition.
- Returned with its original packaging, accessories, and included components where reasonably possible.
- Accompanied by proof of purchase or the original order number.
Products that have been installed, modified, damaged through improper handling, or used beyond what is reasonably necessary to inspect them may not qualify for a standard change-of-mind return.
These restrictions do not limit any rights customers may have regarding defective, damaged, incorrectly supplied, or nonconforming products under applicable law.
2. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect item, please contact us as soon as reasonably possible after delivery.
Email [email protected] with the following information:
- Your order number.
- The name of the affected product.
- A description of the issue.
- Photographs showing the damage, defect, or incorrect item, where available.
We will review the information and explain the appropriate next steps.
For confirmed product defects, shipping damage, or fulfillment errors covered by this policy, Crestovia LLC will cover the reasonable return shipping cost or provide another appropriate resolution, as applicable.
Depending on the circumstances and applicable law, the available resolution may include a replacement, repair, refund, or another suitable remedy.
Please wait for return instructions before sending an item back.
3. Returns for Non-Quality Reasons
Customers who request a return for reasons unrelated to a product defect, shipping damage, or fulfillment error are generally responsible for the return shipping cost.
The item must meet the applicable return eligibility requirements.
Original shipping charges, if any, may not be refundable for change-of-mind returns, except where required by applicable law or otherwise stated at checkout.
Please contact us before returning an item so that we can provide the appropriate return instructions.
4. Non-Returnable Conditions
Except where required by applicable law or otherwise agreed by us, a standard return may be declined when an item:
- Has been used, installed, or modified beyond what is reasonably necessary for inspection.
- Is damaged due to misuse, improper installation, or mishandling after delivery.
- Is missing essential components or accessories supplied with the original product.
- Has been altered in a way that materially affects its condition or resale eligibility.
These conditions do not eliminate statutory rights relating to defective, unsafe, or nonconforming products.
Customers should review product specifications and installation requirements before purchasing lighting products.
5. How to Request a Return
To request a return:
- Email [email protected].
- Include your order number and the reason for the return.
- Provide photographs or other supporting information if the item is damaged, defective, or incorrect.
- Wait for our instructions before shipping the product back.
- Package the item securely and follow the return instructions provided.
Unauthorized returns may experience processing delays.
6. Refund Processing
After an approved return has been received and inspected, we will notify the customer of the refund decision.
Approved refunds will generally be issued to the original payment method within 3–5 business days after the returned item has been received and the return has been approved.
The time required for the refund to appear in the customer’s account may vary depending on the payment provider, card issuer, bank, or financial institution.
If the refund has not appeared after a reasonable period, customers may contact their payment provider or email [email protected] for assistance.
Where applicable law requires a different refund timeline or remedy, the applicable legal requirements will prevail.
7. Exchanges and Replacements
If a product arrives damaged, defective, or incorrect, please contact us to discuss available replacement or refund options.
Exchanges for reasons unrelated to product defects are subject to product availability and approval.
If a replacement is unavailable, we will explain the available alternatives.
8. Order Cancellations
If you need to cancel an order, contact us as soon as possible.
Orders that have not entered processing may be eligible for cancellation. Once an order has been processed or shipped, cancellation may no longer be possible, and the applicable return procedure may apply.
Nothing in this section limits cancellation rights that may be available under applicable law.
9. Contact Information
For return and refund inquiries, contact:
Crestovia LLC
2360 Beaver Lake Dr
Kodiak, AK 99615
United States
Email: [email protected]
Phone: +1 7743937237
Website: crestovialights.com