At Crest Maison, each product is carefully crafted and inspected before dispatch. As most of our pieces are made-to-order or limited inventory designs, we do not offer general returns or cancellations. However, we are committed to assisting you if your order arrives in an unexpected condition.
1. Damaged or Incorrect Items
If your order is delivered with visible damage, manufacturing defects, missing components, or is not the item you purchased, please notify us within 48 hours of delivery.
To initiate a claim, email us at conatct@crestmaison.in with:
- Order number
- Clear images/videos of the issue
- Images of the outer packaging
Failure to report within this timeframe may result in the request being declined.
Important: Please retain the original packaging until your issue is resolved. Returns without original packaging may not be accepted.
2. Resolution Options
Once your claim is reviewed and approved, Crest Maison will determine the appropriate resolution. Depending on the case, we may:
A. Repair
We may arrange a pickup of the product, carry out necessary repairs, and return the repaired item to your original delivery address.
In certain situations and at our discretion, we may agree to deliver it to an alternate address upon request.
B. Replacement
If repair is not feasible, we may offer a replacement of the same product.
The damaged item will be collected at the time of delivering the replacement.
C. Refund
If neither repair nor replacement is possible, a refund may be processed.
Refunds for prepaid orders will be credited to the original payment method within 3–5 business days after the returned item is received and inspected.
Refunds will only be initiated after the defective product has been successfully collected.
3. Eligibility Conditions
This policy does not apply in the following situations:
- Damage caused by misuse, mishandling, improper assembly, or inadequate care
- Excess weight or stress applied beyond recommended usage
- Normal wear and tear over time
- Natural variations in materials such as wood grain, stone texture, fabric weave, or handcrafted finishes
- Any modification, customization, or alteration made after delivery
- Products purchased during any sale, promotional offer, clearance event, or discounted campaign are strictly non-returnable and non-refundable.
Crest Maison reserves the right to assess and determine the nature of the issue and the applicability of this policy. Our decision shall be final.
4. Custom & Bulk (B2B) Orders
All custom-made and bulk orders are final sale.
In cases where payment for custom or B2B orders is delayed beyond 5 business days, Crest Maison reserves the right to cancel the order. Any advance payment made in such cases will be non-refundable.
5. Refund Processing Delays
If you have not received your refund within the expected timeline:
- Recheck your bank account.
- Contact your card issuer (processing delays may occur).
- Reach out to your bank for confirmation.
If you still require assistance, please email us at contact@crestmaison.in with your order details.
6. Exchanges
We only offer exchanges for items that are defective or damaged upon delivery.
To request an exchange, contact us at contact@crestmaison.in within the reporting window.
7. Order Cancellations
Orders placed directly through our website cannot be cancelled once confirmed, as processing begins immediately.
