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Order Cancellation Guidelines Time Frame In the event of a change of heart following the placement of an order, you may cancel the entire order or a portion of it within 24 hours of placing the order, or before it is dispatched, whichever occurs first. Cancellation requests received after 24 hours cannot be accepted.

Cancellation Fee A cancellation fee equivalent to 2.5% of the total amount paid during the order processing will be applicable. Additionally, any cashback received for the order before the cancellation will be deducted from your Crosby credits. If the cashback has been fully or partially utilized for a subsequent order, the corresponding amount will be subtracted from the refund for the canceled product.

Initiating a Cancellation Request

1. Navigate to the 'My Orders' section within your 'My Account.'
2. Click on the 'Cancel Item' button associated with the specific item you wish to cancel.
3. For Guest Users who have not registered on thecrosbystore.com, kindly reach out to our Customer Service team to initiate the cancellation.
4. Review our Refund Policy for comprehensive insights into the refund process and associated timelines.

Returning an Item Time Frame Our return policy permits the return of an item within seven days from the date of delivery. Kindly note that we are unable to entertain return requests beyond the specified seven-day period from the delivery date.

Eligibility for Return or Replacement

1. Defective: In the case of a defective item, it must exhibit flaws arising from manufacturing, impacting the intended functionality of the product (e.g., imbalances, opening of wooden joints, etc.). Please be aware that natural attributes of the materials used, such as appearance or texture, particularly for solid wood products, do not qualify as defects.

2. Difference: If the item you receive deviates in dimension, shape, or color from the product image displayed on our website.

3. Not Functional: Items arriving in a non-operational state, especially those relying on batteries or electrical sources (e.g., appliances, clocks, lights, or bulbs). Please note that we exclusively offer replacements in such cases.

Items NOT Eligible for Return or Replacement

1. Damaged or Missing: Concerns related to damage, incomplete deliveries, or missing components must be raised during the delivery or assembly process, where applicable. Please note that once the delivery/assembly concludes, we may be unable to accept return requests.

2. Installation Issues: thecrosbystore.com does not provide wall mounting installation services. Consequently, return requests due to customers' inability to wall-mount the product will not be accommodated.

3. Relocation: If, after receiving an item in perfect condition, you dismantle it for relocation, reassembly, or similar purposes, kindly be aware that Crosby cannot be held responsible for any resulting damage to the product.

Initiating a Return Request To initiate a return request, follow these steps:

1. Capture Product Images: Take 2-3 clear photographs of the item in question, adhering to these guidelines:

   • Include 1-2 images that present the entire product.
   • Include 1-2 close-up images that clearly depict the damaged or defective area.
   • Ensure that each image's file size does not exceed 5 MB.

2. Raise a Return Request:

   • For Registered Users:
     • Log in to your account and proceed to the 'My Orders' section in 'My Account.'
     • Click on 'Return This Product' beside the product you intend to return.
     • Select the reason for the return and upload the supporting images.
     • Add your comments in the provided dialog box and submit the request.

Evaluation and Pick-Up Upon receiving your images, the Crosby Resolution team will contact you within 24 hours. The resolution of return requests is determined through a collaborative assessment by the Crosby Resolution team and the merchant, with a technician visit scheduled if necessary. Please bear in mind that the resolution will be based on the technician's evaluation report.

The return pick-up for the product will be scheduled according to the technician's assessment and subsequent interaction with our Customer Support representative. It is essential to retain the original product packaging, along with user manuals, warranty slips, and any accompanying accessories to facilitate a smooth pick-up process.

A product slated for return pick-up will be collected by the logistics partner of the Brand/Merchant from the original shipping address within 72 hours of initiating the return pick-up request.