Refund policy

We want our customers to have a great experience at Crests&Arms.com and we stand by the quality of our products. Thats what we offer a 30-day return policy if you're not happy with your purchase, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@crestsandarms.com.  If your return is accepted, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. It is our policy that all physical products purchased must be returned to us before a refund can be issued.  The cost of  return of physical goods must be paid at the expense of the customer and must be sent via tracked mail service. You will need to share the tracking details with our team once the package has been shipped. Returns via non-tracked service will not be accepted.

Returns are not accepted for digital items delivered via email however refunds for digital items may be issued at our discretion. 

You can always contact us for any return question at support@crestsandarms.com and our team would be happy to help.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items

  • Custom Products: This includes special orders or personalized items after 30 days. For inquiries or concerns regarding a specific item, please contact us directly.
  • Gift Cards: Returns on gift cards cannot be accepted under any circumstances.
  • Digital Items: Digital items already delivered to the customer are non-returnable and non-refundable, except at our discretion.
  • Printing or Rendering Issues on the Customer's Side: Refunds will not be issued for items that are unsatisfactory due to printing errors, color discrepancies, or rendering issues caused by the customer's device, printer, or display settings. It is the customer’s responsibility to ensure they review and verify the product details before purchase.
  • Framed or Parchment Items: These items are only eligible for return if they are defective or contain design inaccuracies. Returns cannot be processed based on personal preferences, design tastes, or ordering errors. Refund eligibility is determined at our discretion for issues involving defects or inaccuracies.
  • Change of Mind: Items cannot be returned simply because you have changed your mind, provided there is no issue or defect with the product.
  • Physical orders are ineligible for refunds or cancellations in cases where inaccurate shipping information was provided at the time of checkout. The company assumes no responsibility for undelivered items resulting from incorrect personal or shipping details supplied by the customer.

Refunds from cancellation

Kindly note that refunds will not be issued once work is underway on any physical items including plaques, framed prints and parchment prints due to the unrecoverable costs involved in creating these items.

Physical items that have already been shipped cannot be cancelled but may be eligible for refund once items are returned to us via registered postage. 

Exchanges
Due to the nature of our products being heavily personalized, we unfortunately cannot offer exchanges on products once they have been shipped. Unless of course there is an issue with the product not being delivered to the standard expected. If this is the case, please reach out to support@crestsandarms.com as soon as possible.


Previews

In some cases a preview of a coat of arms or one of our products can be provided before purchase or after purchase before dispatch. Previews are provided at our discretion and cannot be provided for all orders. If you have already purchased a product and have been granted a preview before dispatch, you are entitled to request a refund if you are not happy with the work. We may also choose to refund or cancel an order at this point, even if already paid, if we feel that the order cannot be delivered to a satisfactory standard. If your order is cancelled by our team for any reason, we will issue a refund. 


Refund process
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.