Refund policy – Crew Supply Co.

Refund policy

Dear Valued Customer,

We are thrilled that you have chosen Crew® as your go-to bar supplier. We are committed to advancing the F&B industry through high-quality products and first-rate customer support. Your satisfaction is of utmost importance to us, and we want to ensure that your shopping experience with us is as smooth as humanly possible.

With that in mind, we have established a 90-day return policy to address any concerns or issues you may have with your purchase. Please take a moment to familiarize yourself with our policy to ensure the best delivery results:

  1. Eligibility: Products that meet the following criteria are eligible for a return within 90 days from the date of purchase: 
  • Valid proof of purchase (order number or receipt).
  • Items in their original condition, unused, and in the original packaging (or) are faulty, flawed, or functioning improperly. 
  1. User-Induced Damage: User-induced damage refers to any damage or breakage that occurs as a result of mishandling, accidents, or improper use of our products. Please note that any refund requests due to user-induced damages may be disqualified from our 90-day return policy upon investigation. 

Return Eligibility: Products damaged by user error may still be eligible for return within the 90-day return window, subject to the following conditions: 

  • The customer must contact our customer support team at support@crewsupplyco.com to report the user-induced damage and initiate the return process. 
  • The customer must provide clear photographic evidence of the damage. This will help us determine eligibility for return. 

Evaluation and Refund: Upon receiving the customer's report and photographic evidence, our team will evaluate the damage to determine if it qualifies as user-induced damage. If it is determined that the damage is due to user error, the following steps will be taken: 

  • A refund or exchange will be offered, at our discretion, for the product's purchase price minus any applicable return shipping costs. 
  1. Initiate the Return: To begin the return process, please contact our customer support team at support@crewsupplyco.com. Our friendly support team will guide you through the process and provide you with a return label. 
  2. Return Shipping: You will be responsible for the return shipping costs unless the return is a result of our error (e.g., you received a damaged or incorrect item). The cost of the label will be applied to the refund processed back to you. 
  3. Inspection and Approval: Once we receive your returned item, our quality control team will inspect it to ensure it meets our return policy criteria. Please allow 5-7 business days for this process.
  4. Refund or Replacement: If your return is approved, you will have the option to receive a refund to your original payment method. Refunds will be processed within 10 business days after approval.
  5. Promotions and Back Payments: 

Sales and promotions cannot be applied retrospectively or back paid once an order has been placed. 

At Crew we strive to provide fair and transparent pricing for all our products. Our promotions are carefully planned and executed to offer the best value to our customers. However, due to logistical and operational constraints, we are unable to honor promotions or apply discounts after an order has been processed. 

We encourage our customers to take advantage of ongoing promotions and discounts available at the time of purchase. Our team is always available to assist you in selecting the best products ensuring a seamless shopping experience. 

8. International Shipments: 

  1. Abandoned Shipments: in the event that an international shipment is abandoned or refused by the recipient, we regret to inform you that refunds will not be provided. It is the responsibility of the customer to ensure that all necessary arrangements are made for the successful delivery of the package. This includes providing accurate shipping information and being available to receive the shipment or arranging for an authorized representative to do so. 
  2. Duties and Taxes: Please be aware that we are unable to calculate duties and taxes at the time of checkout. These charges are determined by the customs authorities of the destination country and are not under our control. Therefore, duties, taxes and any additional fees imposed by the customs authorities will be charged directly by the carrier at the time of import. It is the customer's responsibility to be aware of and comply with the customs regulations and requirements of their respective countries. We highly recommend that customers familiarize themselves with the customs policies and procedures of their country before placing an international order. This will help ensure a smooth and hassle free delivery. 

If you have any questions or require further assistance regarding any of the policies listed above, please do not hesitate to contact our customer success team. We are here to support you. 

Thank you for your understanding and cooperation.

Best, 

Crew Team