Legal · Effective 27 October 2026

Refund & Returns

We want every order to arrive as agreed. This policy explains how returns, refunds and quality claims work for retail and trade orders.

1. Retail orders

You may request a return within 14 days of delivery for any reason. To qualify, items must be unused, in their original packaging and in a resaleable condition.

The following cannot be returned unless faulty:

• personal care and hygiene products that have been opened;
• custom-made, personalised or private-label items;
• items sold as final sale or clearance.

Return shipping is paid by the customer unless the item is faulty, damaged or not what you ordered.

2. How to start a return

Email us at info@crestlineport.com with your order number, the items you wish to return and the reason. We will reply with the return address and instructions. Please do not send items back without contacting us first.

3. Damaged, faulty or incorrect items

If an item arrives damaged, faulty or different from your order, tell us within 7 days of delivery and include photos of the item and its packaging. We will offer a replacement or a full refund, including the original shipping cost.

4. Trade and sourcing orders

Goods made or sourced to your specification are not returnable for change of mind. Quality claims must be made in writing within 14 days of delivery, with photos, the affected quantity and, where available, inspection results. Depending on the issue we will arrange replacement goods, a credit note or a refund in proportion to the defective quantity.

Deposits paid toward production are non-refundable once production has started, except where we fail to deliver the order as confirmed.

5. Cancellations

Retail orders can be cancelled for a full refund at any time before dispatch. For trade orders, see section 7 of our Terms & Conditions.

6. How refunds are paid

Once we receive and check the returned items, we will confirm whether the refund is approved. Approved refunds are issued within 5 business days to the original payment method. Your bank or card issuer may take a further 5–10 business days to show the credit. Refunds are made in the currency of the original payment; we are not responsible for exchange-rate differences.

Business days are Monday to Friday, excluding Hong Kong public holidays.

7. Contact