Return Policy

Crate to Castle Refund Policy

At Crate to Castle, we pride ourselves on delivering exceptional design services that transform your spaces into brilliant, refined environments. Our commitment to quality, customer satisfaction, and sustainable practices is at the core of everything we do. However, we understand that there may be instances where our services may not meet your expectations. This refund policy outlines the terms and conditions under which you may be eligible for a refund, ensuring clarity and transparency in our process.

General Refund Policy

We aim to provide the highest level of service and satisfaction. If you are not completely satisfied with our services, you may be eligible for a refund under certain conditions. This policy applies to all our services, including Custom Workspace Design, Residential Makeovers, Virtual Consultation, Retail Space Enhancement, Hospitality Design Solutions, and Sustainable Living Design.

Eligibility for Refunds

  • Custom Workspace Design and Residential Makeovers

    Refunds for Custom Workspace Design and Residential Makeovers are evaluated on a case-by-case basis. To be eligible for a refund:

  • You must notify us within 14 days of project completion or service delivery.
  • The dissatisfaction must pertain to the specific deliverables outlined in the initial agreement.
  • Significant deviations from the agreed-upon design plan or timeline must be demonstrable.

  • Virtual Consultation

    For Virtual Consultation services:

  • Refund requests must be made within 7 days of the consultation date.
  • The dissatisfaction should relate to the advice or solutions provided during the consultation not aligning with the agreed scope or failing to address the client’s needs effectively.

  • Retail Space Enhancement and Hospitality Design Solutions

    • Refunds for these services:

  • Must be requested within 14 days of project completion.
  • Should be based on the failure to meet agreed design specifications or significant issues affecting the functionality or aesthetics of the space as per the contract.

  • Sustainable Living Design

    • Refunds for Sustainable Living Design services:

  • Should be requested within 14 days of project completion.
  • Should highlight any significant deviations from agreed sustainable practices or materials as specified in the contract.

Non-Refundable Items

The following items and conditions are non-refundable:

  • Custom orders and bespoke design elements specifically tailored to your project.
  • Fees for third-party services or products procured as part of the project.
  • Costs incurred for materials or labor up to the date of the refund request.
  • Projects where the client has significantly deviated from the agreed design plan without prior consultation and approval from Crate to Castle.

Process for Requesting a Refund

To request a refund, please follow these steps:

  • Contact Us: Notify our customer service team by email at support@cratetocastle.com within the eligible refund period. Include your project number, the date of service, and a detailed description of the issues encountered.
  • Initial Review: Our team will acknowledge receipt of your request within 3 business days and may request additional information or documentation to assess the claim.
  • Evaluation: We will review the request thoroughly, considering the original agreement, deliverables, and any deviations from the scope of work. This evaluation process may take up to 14 business days.
  • Resolution: We will communicate our decision via email. If your refund request is approved, we will outline the amount and method of refund. If not approved, we will provide a detailed explanation.

Refund Approval and Processing

If your refund request is approved:

  • Refunds will be processed within 7-10 business days from the date of approval.
  • Refunds will be issued to the original payment method unless otherwise agreed.
  • In cases where services have been partially completed, a pro-rata refund may be offered based on the percentage of work completed.

Dispute Resolution

If you disagree with our decision regarding your refund request:

  • You may request a further review by contacting our senior management team at support@cratetocastle.com.
  • We are committed to resolving disputes amicably and will make every effort to find a satisfactory solution.

Cancellation Policy

In addition to our refund policy, our cancellation policy allows for flexibility if you need to cancel a project or service:

  • Custom Workspace Design and Residential Makeovers: Cancellations made within 7 days of project initiation will receive a full refund minus any costs incurred. Cancellations after 7 days will be subject to a pro-rata refund.
  • Virtual Consultation: Cancellations made 24 hours prior to the consultation will receive a full refund. Cancellations within 24 hours will be subject to a 50% fee.
  • Retail Space Enhancement and Hospitality Design Solutions: Cancellations made within 7 days of project initiation will receive a full refund minus any costs incurred. Cancellations after 7 days will be subject to a pro-rata refund.
  • Sustainable Living Design: Cancellations made within 7 days of project initiation will receive a full refund minus any costs incurred. Cancellations after 7 days will be subject to a pro-rata refund.

Changes to This Policy

Crate to Castle reserves the right to update or modify this refund policy at any time without prior notice. Any changes will be posted on our website, and the updated policy will apply to all services rendered after the date of the change.

Contact Information

For any questions or concerns regarding our refund policy, please contact us at:

  • Email: support@cratetocastle.com
  • Phone: 1-833-825-2752
  • Mailing Address: 9 Sowden Lane, Millbrook, ON L0A1G0

Thank you for choosing Crate to Castle. We are committed to your satisfaction and look forward to creating inspiring spaces that exceed your expectations.