Exchanges, Returns and Cancellations Policy

The customer may cancel their order while it has not yet been processed, directly through the customer account area at https://shopify.com/53770649773/account. Once the order has been processed, cancellation is no longer possible, and the customer may request an exchange or return under the terms indicated below.

As provided by law, CRU Ecoliving allows the exchange of items, provided they have not been used by the customer and maintain the same presentation conditions as at the time they were shipped.

Exchanges are not authorised for personalised items.

Exchange requests must be submitted to CRU Ecoliving unequivocally through the customer account area at https://shopify.com/53770649773/account, within a maximum period of 30 days after receiving the order. In the case of an exchange for a lower-value item, the difference will be refunded via a discount voucher for the online store. Shipping costs associated with the exchange process are the sole responsibility of the customer.

In the event of a return within the legal 14-day period, the refund will be made using the same payment method used for the purchase. The refund amount will only cover the cost of the product and not the shipping costs. The return request must be submitted unequivocally through the customer account area at https://shopify.com/53770649773/account, within 14 days of receiving the order.

CRU Ecoliving reserves the right to refuse the return of personalised products.

In the event of a return due to a defect, CRU Ecoliving assumes responsibility for collecting the item at the address indicated by the customer — provided it is located in the country of purchase — and for refunding the value of the item through a method agreed with the customer. The defective return request must be submitted within a maximum of 14 days after receiving the order, through the customer account area at https://shopify.com/53770649773/account.

Any exchange or return is subject to authorisation by CRU Ecoliving, following an assessment of the item's condition. Upon receiving the item(s) at our facilities, we carry out a careful inspection, and the return will only be accepted if the following requirements are met:

a) The product(s) has not been used;
b) The product(s) retains its original characteristics and intact labels;
c) The product(s) is complete and was returned together with all the material that accompanied the original order.

Any exchange or return request must include the order number and the relevant proof of defect.