Refund policy
Returns and Exchanges
We hope that you are delighted with your Crossfly products. However, if for any reason you are not entirely satisfied or you wish to cancel your order, you may return any item in its original condition for a refund within 14 days from delivery.
Please notify us if you would like to return your order by contacting our Customer Service team by email hello@crossfly.com (Monday to Friday 09:00-17:00. Excluding UK Bank Holidays). Please provide us with the details of your order number and the items/reason for return.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
Returned goods should be posted to:
Northeast 3PL
Crossfly
20 N Wentworth Ave,
Londonderry,
NH 03053,
United States
Refunds will only be made against the original credit/debit card used.
If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.
Please Note: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Damaged, Faulty or Incorrect Items
If the goods you receive are damaged or faulty in any way, or not what you originally ordered, we will be happy to exchange the items or offer you a refund.
Please notify us by contacting our Customer Service team - with details of your order number and items affected – by email on info@crossfly.com (Monday to Friday 09:00-17:00. Excluding National Holidays).
Please keep the packing materials and the damaged items for inspection by the carrier.
This policy does not affect your rights under law as a consumer, which apply in addition.
Cancellations
We hope that you are delighted with your Crossfly products. However, if for any reason you are not entirely satisfied or you wish to cancel your order, you may return any item in its original condition for a refund within 14 days from delivery.
Please notify us if you would like to return your order by contacting our Customer Service team by email hello@crossfly.com (Monday to Friday 09:00-17:00. Excluding UK Bank Holidays). Please provide us with the details of your order number and the items/reason for return.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
Returned goods should be posted to:
Northeast 3PL
Crossfly
20 N Wentworth Ave,
Londonderry,
NH 03053,
United States
Refunds will only be made against the original credit/debit card used.
If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.
Please Note: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Damaged, Faulty or Incorrect Items
If the goods you receive are damaged or faulty in any way, or not what you originally ordered, we will be happy to exchange the items or offer you a refund.
Please notify us by contacting our Customer Service team - with details of your order number and items affected – by email on info@crossfly.com (Monday to Friday 09:00-17:00. Excluding National Holidays).
Please keep the packing materials and the damaged items for inspection by the carrier.
This policy does not affect your rights under law as a consumer, which apply in addition.
Cancellations
We try to complete all cancellation requests before the time of the order’s dispatch, although we cannot guarantee a successful cancellation.
You can cancel your order by:
- Contacting us through the online form on the “Contact” page of the website, and specifying “Cancelling or amending an order” in the form, and ensuring all order details, including the order number, are included within the message.
- Or you can simply email us on info@crossfly.com (Monday to Friday 09:00-17:00. Excluding National Bank Holidays).
Once items have been dispatched, we are often unable to cancel. If this is the case, we would recommend refusing the item when delivery is attempted or returning the item to us once delivered in accordance with section 2 above.
We reserve the right to cancel any order without notice which is subject to pricing errors, stock issues or quality control issues.