Returns & Refunds
Returns and Refunds
We choose every product at Crewhavene.com with care. If something isn't quite right with your order, we're here to help and make it right.
Your 14 Day Right of Withdrawal
As a consumer, you can withdraw from your purchase within 14 days without giving a reason. The 14 days start on the day you, or someone you have named who is not the carrier, receive the goods. If your order arrives in several packages, the period starts when you receive the last package.
How to Return an Item
1. Let us know
Send us an email at info@crewhavene.com within 14 days of receiving your order. Please include your order number and the items you'd like to return. You can use the model withdrawal form at the bottom of this page, but you don't have to.
2. Get your return instructions
We'll reply with the return address and everything you need to know about sending your items back. Please do not send packages to our business address without contacting us first, as it is not a returns address.
3. Pack your items
Pack the items securely, ideally in their original packaging, so they don't get damaged on the way back to us.
4. Send them back
Send your return within 14 days of letting us know you'd like to withdraw. We recommend using a shipping method with tracking and keeping your proof of postage until your return has been processed.
Return Shipping Costs
The cost of returning items is paid by the customer, unless the item you received was damaged, faulty or not what you ordered. In those cases, we cover the return costs.
Condition of Returned Items
You are welcome to inspect your items the way you would in a shop. However, you may be responsible for any loss in value if an item has been handled beyond what is needed to check its nature, features and function, for example if it has been used in your garden, assembled permanently, or returned dirty or damaged.
Items That Cannot Be Returned
By law, the right of withdrawal does not apply to:
Products made to your personal specifications or clearly personalised for you.
Sealed goods that are not suitable for return for health protection or hygiene reasons, once the seal has been removed after delivery.
Goods that, due to their nature, have been inseparably mixed with other items after delivery.
Refunds
Once we receive your withdrawal, we will refund all payments we have received from you, including the original standard delivery costs, within 14 days. We may hold back the refund until we have received the items back or until you have shown us proof that you have sent them, whichever happens first.
If you chose Insured Express Shipping, the 4.95 EUR express fee is not refunded, as it is an additional cost on top of our free standard delivery.
Refunds are always made using the same payment method you used for your order, unless we expressly agree otherwise. You will not be charged any fees for the refund. Depending on your bank or payment provider, it may take a few extra business days until the amount shows up in your account. We'll send you an email once your refund has been processed.
Exchanges
At the moment we don't offer direct exchanges. If you'd like a different item, simply return the original for a refund and place a new order.
Damaged or Faulty Items
If an item arrives damaged or faulty, please contact us as soon as possible at info@crewhavene.com. Include your order number, a short description of the problem and clear photos of the damage or defect. We'll get back to you quickly with a solution, such as a replacement or a refund. Your statutory warranty rights apply in full.
Instructions on Withdrawal
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered multiple goods in one order and they are delivered separately, the period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the last good.
To exercise the right of withdrawal, you must inform us:
Infinity Nexus Global Trade UG (haftungsbeschränkt)
c/o Red Tape Translation UG (haftungsbeschränkt)
Berliner Straße 69
13189 Berlin
Germany
Email: info@crewhavene.com
Phone: +49 1590 5627051
of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or an email). You may use the attached model withdrawal form, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To:
Infinity Nexus Global Trade UG (haftungsbeschränkt)
c/o Red Tape Translation UG (haftungsbeschränkt)
Berliner Straße 69
13189 Berlin
Germany
Email: info@crewhavene.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
Questions
If you have any questions about returns or refunds, just get in touch:
Email: info@crewhavene.com
Phone: +49 1590 5627051
Crewhavene.com is operated by Infinity Nexus Global Trade UG (haftungsbeschränkt), Managing Director: Clara Cambra Agusti, Amtsgericht Charlottenburg, HRB 271559 B.