This policy applies to purchases made through our online store. It does not limit or exclude any statutory rights available to consumers under applicable consumer law. Your purchase contract is directly with CROWNSILK LTD, and we handle all customer support matters centrally.

1. Our Business and Fulfilment Model

CROWNSILK LTD operates an online retail business selling wigs, hair products, hair accessories and related beauty products.

We may operate using a dropshipping and third-party fulfilment model. This means that products may be stored, packed and shipped directly to customers by suppliers, manufacturers, warehouses, fulfilment centres or logistics partners acting on our behalf.

Although products may be shipped by third-party partners, your purchase contract is with CROWNSILK LTD. Please contact CROWNSILK LTD directly for returns, refunds, cancellations, complaints and customer support.

2. 30-Day Commercial Return Policy

In addition to your statutory consumer rights, we offer a 30-day commercial return policy.

You may request a return within 30 calendar days from the date you receive your order, provided that the item meets the return eligibility conditions set out below.

This 30-day commercial return policy does not affect your statutory rights if your item is faulty, not as described, not of satisfactory quality or not fit for purpose.

3. 14-Day Online Cancellation Right

If you are a consumer purchasing online, you may have the legal right to cancel your order within 14 calendar days from the day you receive the goods, without giving a reason.

If you cancel within this 14-day period, you then have a further 14 calendar days to return the goods to us or to the return address provided by us.

To exercise your cancellation right, please contact us at: sales@crownsilk.ltd.

Please include your order number, full name, email address and a clear statement that you wish to cancel your order.

4. Return Eligibility

To be eligible for a return under our commercial return policy or cancellation process, the item must generally meet the following conditions:

• The item must be unworn, unused, unwashed and unaltered;
• The item must show no signs of wear, styling, manipulation, scent, perfume, smoke, cosmetic stains or damage;
• All original tags, labels, protective seals and hygiene seals must remain intact where applicable;
• The item must be returned with its original packaging and accessories where reasonably possible;
• You must provide proof of purchase, such as an order confirmation, receipt or invoice.

Customers may handle goods only as reasonably necessary to inspect them, in the same way they would be allowed to examine goods in a shop. If an item has been used, damaged, altered or handled beyond what is necessary to inspect it, we may reduce the refund to reflect any loss in value, where permitted by law.

5. Hygiene and Sealed Products

Some products may be sealed for health protection or hygiene reasons. These may include certain wigs, hair pieces, hair extensions, hair accessories, beauty accessories or personal care items.

Where a product is sealed for health or hygiene reasons, it may not be eligible for return once the seal has been removed, opened or broken after delivery, unless the product is faulty, damaged, incorrect or not as described.

This does not affect your statutory rights in relation to faulty or misdescribed goods.

6. Non-Returnable Items

The following items may be non-returnable unless they are faulty, damaged, incorrect or not as described:

• Products sealed for health or hygiene reasons after the seal has been removed or broken;
• Custom-made, personalised or made-to-order products;
• Products that have been worn, used, washed, altered, styled or damaged by the customer;
• Gift cards or digital vouchers, where applicable;
• Items returned without prior authorisation where a return authorisation is reasonably required.

Sale or promotional items are subject to the same statutory rights as full-price items. If a sale item is faulty, not as described, not of satisfactory quality or not fit for purpose, you may still be entitled to a remedy under applicable law.

7. How to Start a Return

To request a return, please contact us before sending any item back:

Email: sales@crownsilk.ltd

Please include:

• Your order number;
• Your full name;
• The email address used for the order;
• The item you wish to return;
• The reason for the return;
• Photos or videos if the item is damaged, defective, incorrect or incomplete.

Once your request is reviewed, we will provide return instructions and the correct return address.

8. Dropshipping Return Address

Please do not send items back to our registered office address unless we specifically instruct you to do so.

Because we may use a dropshipping and third-party fulfilment model, the correct return address may be a supplier warehouse, fulfilment centre, return facility or logistics partner address. This address may be different from our registered office address.

Items returned to an incorrect or unauthorised address may be delayed, refused or lost. We are not responsible for returns sent to the wrong address where the customer did not follow our return instructions.

9. Return Shipping Costs

For change-of-mind returns or cancellations, the customer is usually responsible for the cost of returning the item, unless we have agreed otherwise or the law requires otherwise.

If the item is faulty, damaged, incorrect or not as described, we will cover or reimburse reasonable return shipping costs where required by law.

We recommend using a tracked shipping service and keeping proof of postage until your return has been received and processed.

10. Damaged, Defective, Incorrect or Missing Items

Please inspect your order as soon as possible after delivery.

If your item is damaged, defective, incorrect or incomplete, please contact us as soon as reasonably possible at sales@crownsilk.ltd.

We kindly ask that you contact us within 48 hours of delivery where possible, so that we can investigate the issue quickly with the supplier, fulfilment partner or delivery provider. This 48-hour request does not limit your statutory consumer rights.

Please provide your order number, clear photos or videos of the issue, photos of the packaging and shipping label where available, and a short explanation of the problem.

Depending on the circumstances, we may offer a repair, replacement, refund, partial refund or another appropriate remedy.

11. Refunds & Exchanges

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, the refund will be issued to the original payment method, unless otherwise agreed.

For valid online cancellations, we will refund the product price and the standard delivery cost paid for the order, where applicable. If you selected a delivery method more expensive than our standard delivery option, we are only required to refund the standard delivery cost. Refunds will be issued within 14 calendar days after we receive the goods or evidence of return, where required by applicable law.

Your bank, card issuer or payment provider may require additional time to process and post the refund to your account.

Exchanges: We do not always offer direct exchanges. If you need a different colour, style, size or product, the quickest option is usually to return the original item in accordance with this policy and place a new order separately. Where possible, we may assist with an exchange depending on stock availability, product condition and fulfilment arrangements.

12. Faulty Goods, Late Refunds & Failed Deliveries

If an item is faulty, not as described, not of satisfactory quality or not fit for purpose, you may be entitled to a remedy under applicable consumer law. Depending on the circumstances and timing, this may include a refund, repair, replacement, price reduction or other remedy. Nothing in this policy excludes or limits your statutory rights.

Late or Missing Refunds: If we have confirmed that your refund has been processed but you have not received it, please first check with your bank, card issuer or payment provider. If more than 15 business days have passed since confirmation, please contact us at sales@crownsilk.ltd.

Refused or Failed Deliveries: If a delivery fails because the customer provided an incorrect or incomplete address, refused delivery without prior cancellation, or did not collect the parcel from the carrier, we may deduct reasonable return shipping, handling or redelivery costs from any refund, where permitted by law.