Refund policy
Returns & Refunds Policy
We hope you are happy with your Cadence & Crest purchase. If you change your mind, we offer a 20-day return policy, which means you have 20 days after receiving your item to request a return.
This returns policy is in addition to your statutory consumer rights.
Returns
To be eligible for a return under our 20-day returns policy, your item should be returned in a clean, undamaged and resalable condition, with any original tags and packaging where reasonably possible.
You are entitled to inspect your purchase as you would reasonably be able to do in a shop. If an item has been used or handled beyond what is reasonably necessary to inspect it and this has reduced its value, we may make an appropriate deduction from your refund where permitted by law.
You will also need your receipt, order confirmation or other proof of purchase.
To start a return, please contact us at emma@cadenceandcrest.com.
If your return is accepted, we will confirm the return instructions and the address to which your item should be sent.
Please do not send items back to us without first contacting us.
Return Postage
If you are returning an item because you have changed your mind, you are responsible for the cost of returning it to us.
Where we provide a prepaid returns label for convenience, the cost of the return postage may be deducted from your refund. We will make this clear before the return is arranged.
If an item is faulty, damaged, incorrect or not as described, Cadence & Crest will cover the reasonable cost of returning it to us.
We recommend obtaining proof of postage when returning an item, as you remain responsible for the parcel until it reaches us unless we have arranged the return directly with the carrier.
Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives.
If your item is faulty, damaged, not as described, or you have received the wrong product, please contact us as soon as possible at emma@cadenceandcrest.com so that we can assess the issue and put things right.
Where relevant, we may ask you to provide photographs or other information to help us understand the problem and resolve it quickly.
Your statutory rights in relation to faulty, damaged or misdescribed goods are not affected by our 20-day returns policy.
UK Right to Cancel
If you purchase from us online, UK consumer law generally gives you the right to cancel your order without giving a reason within 14 days of receiving your goods.
If you tell us within this 14-day period that you wish to cancel, you then have a further 14 days to return the goods to us.
To exercise your right to cancel, contact us at emma@cadenceandcrest.com with your order details and tell us clearly that you wish to cancel your order.
Unless the goods are faulty, damaged, incorrect or not as described, you will normally be responsible for the cost of returning them.
Where you cancel an entire order within your statutory cancellation period, we will also refund the standard delivery charge originally paid. If you selected a more expensive delivery option, we are only required to refund the cost equivalent to our standard delivery service.
Exceptions and Non-Returnable Items
Certain products may not be eligible for change-of-mind returns where the law allows an exemption. This can include items that have been made to your specifications or clearly personalised for you.
This does not affect your rights if an item is faulty, damaged or not as described.
Gift cards cannot normally be returned once issued, except where required by law.
If you are unsure whether an item can be returned, please contact us at emma@cadenceandcrest.com.
Sale Items
Sale or discounted items may be returned in accordance with this policy unless a lawful exception applies.
Your statutory rights are not affected because an item was purchased at a reduced price.
Exchanges
We do not currently operate a direct exchange service.
If you would like a different item, the quickest option is to return your original purchase in accordance with this policy and place a new order separately.
Refunds
Once we receive your return, we will inspect it and let you know when your refund has been processed.
Approved refunds will be made to your original payment method.
Where you exercise your statutory right to cancel, refunds will be processed within the timescales required by law, generally no later than 14 days after we receive the returned goods or receive evidence that they have been sent back to us, where applicable.
Your bank, card provider or payment provider may take additional time to show the refund in your account after it has been issued by us.
All returned products are inspected before a refund is processed. Where permitted by law, we reserve the right to make an appropriate deduction where an item has been used, damaged or handled beyond what is reasonably necessary to inspect it and its value has been reduced as a result.
If you believe there is a problem with a refund, please contact us at emma@cadenceandcrest.com.
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.
If you have any questions about a return, refund or faulty item, please contact us at:
Last updated: August 2026