Returns & Refunds Policy

Effective Date: April 2, 2026

Policy Overview

CROWNSTONE CONSULTANTS LIMITED is committed to ensuring customer satisfaction with every transaction. This Returns & Refunds Policy outlines the terms and conditions governing returns, refunds, and issue resolution for products and services purchased through our platform.

Please note that this policy distinguishes between Physical Products and Digital Services, as they are governed by different terms due to their inherent nature.

Important Notice: Digital Services & Products

Digital services, software solutions, consulting engagements, training programs, AI implementations, automation workflows, and other intangible digital deliverables are NON-REFUNDABLE once accessed, downloaded, or service delivery has commenced.

This is in accordance with consumer protection regulations, which recognize that digital content cannot be returned in its original condition once used or accessed.

However, we stand behind the quality of our digital services. If you experience any technical issues, delivery problems, or have concerns about your service, we encourage you to contact us immediately.

1. DIGITAL SERVICES - Non-Refundable Policy

What is Considered a Digital Service?

The following are classified as digital services and are non-refundable:

• Management Consulting packages

• Business Consulting Services

• IT & Software Solutions

• Digital Transformation Support

• Online Marketing Services

• Branding Services

• Business Development Support

• Project Support Services

• Training & Capacity Building Programs

• AI & Automation Strategy

• AI Agent Development

• AI Chatbot Implementation

• All consulting hours and advisory sessions

• Software implementation support

• Digital strategy development

• Training materials and content

• Email and communication support

• All other intangible professional services

Why Digital Services Are Non-Refundable

Once a digital service has been delivered, commenced, or accessed (including consultation sessions scheduled, documents delivered, accounts created, or software configured), the service cannot be undone or "returned." This is consistent with international consumer protection standards and the nature of digital/professional services.

Your 48-Hour Issue Resolution Window

We are deeply committed to your satisfaction. If you experience any issue with a digital service within 48 hours of payment or service delivery, we will work with you to resolve it:

• Technical Issues: Server problems, access issues, platform functionality failures

• Delivery Problems: Missing materials, incomplete deliverables, communication failures

• Service Quality Concerns: Clarifications needed, additional guidance required, customization adjustments

To Report an Issue:
Contact us immediately at care@crownstoneconsultants.com within 48 hours of purchase or service delivery with:

• Your order number

• Clear description of the issue

• Screenshots or supporting documentation

• Expected resolution

We will respond within 24 hours and work toward a resolution that satisfies you.

Possible Resolutions for Digital Service Issues

If you report an issue within 48 hours, our team may:

• Provide additional support and guidance at no extra charge

• Re-deliver materials or documents

• Extend service periods or add supplementary sessions

• Offer account credits for future services

• In rare cases where delivery is completely impossible, issue a full refund

2. PHYSICAL PRODUCTS - 7-Day Return Policy

Return Eligibility

You are entitled to cancel and return physical product orders within 7 days of receiving the goods, provided:

• The product is in its original, unopened packaging

• The product has not been used or damaged

• The product was purchased within the last 7 days

• You have not altered the product in any way

The 7-Day Return Window

The deadline for canceling a physical product order is 7 days from the date you received the goods or from the date a third party appointed by you (who is not the carrier) takes possession of the delivered product.

How to Initiate a Return

To exercise your right to return, you must inform us of your decision by sending a clear written statement to:

Email: care@crownstonesconsultants.com

Your notification should include:

• Order number

• Product name(s)

• Reason for return

• Your preferred refund method

3. Non-Returnable Physical Products

The following items are NOT eligible for return:

• Customized or personalized goods: Products made to your specific specifications or with custom branding

• Perishable items: Goods that deteriorate rapidly or have expiration dates that have passed

• Hygiene-sensitive products: Items that have been unsealed after delivery due to health or hygiene reasons

• Bundled goods: Products that have been inseparably mixed with other items

• Clearance or final sale items: Products marked as "clearance" or "final sale"

We reserve the right to refuse returns of merchandise that does not meet our return conditions at our sole discretion.

4. Refund Processing

Refund Timeline

We will process refunds within 14 days of receiving the returned goods and confirming their condition. Refunds will be issued to your original payment method.

You will not incur any fees for the refund transaction.

Refund Status

We will send you an email confirmation once:

• Your return is received and logged

• Your return is inspected and approved

• Your refund has been processed

Please note that depending on your financial institution, it may take an additional 5-10 business days for the funds to appear in your account.

5. Return Shipping

Your Responsibility

You are responsible for the cost and risk of returning physical goods to us. We recommend using an insured and trackable shipping service to protect your shipment.

Return Address

Please ship returned items to:

CROWNSTONE CONSULTANTS LIMITED
18084 182-184 High Street
North East Ham
London E6 2JA
United Kingdom

Important Notes

• We cannot be held responsible for goods damaged or lost during return shipment

• We recommend obtaining shipping proof and tracking information

• We cannot issue a refund without proof of return delivery (tracking confirmation or signed delivery receipt)

6. Gift Purchases

Gifts Marked as Gifts at Purchase

If the product was marked as a gift during purchase and shipped directly to you:

• A gift certificate or store credit will be issued for the return value

• The gift certificate can be used for future purchases

• The certificate will be mailed to you within 14 days of return receipt

Gifts Not Marked as Gifts

If the product was not marked as a gift at purchase, or the gift giver shipped it to themselves first:

• The refund will be issued to the original purchaser (the gift giver)

• The refund will be credited to their original payment method

7. Damaged or Defective Products

If you receive a damaged or defective physical product, do not return it immediately. Instead:

1. Contact us within 48 hours of receiving the product with photographs showing the damage

2. We will assess the damage and may offer:

   • A full refund without requiring return

   • A replacement shipped at our expense

   • Account credit for your next purchase

8. Our Commitment to You

Dispute & Chargeback Prevention:

We understand that customer satisfaction is paramount. Our transparent refund policy and dedicated 48-hour issue resolution window for digital services are designed to:

• Address concerns before they escalate

• Provide fair and reasonable solutions

• Maintain trust and long-term business relationships

• Comply with payment processor standards and regulations

By contacting us directly within the specified timeframes, you help us resolve issues quickly and fairly—which is always preferable to formal dispute processes.

9. Exceptions and Special Circumstances

CROWNSTONE CONSULTANTS LIMITED reserves the right to:

• Evaluate returns on a case-by-case basis

• Refuse returns that do not meet stated conditions

• Request additional information or evidence of product condition

• Modify refund amounts if products show signs of use or damage

For any exceptional circumstances, please contact our customer service team.

10. Contact Us

If you have any questions about this Returns & Refunds Policy or need to initiate a return or report an issue:

Email: care@crownstonesconsultants.com
Response Time: Within 24 hours
Available: Monday - Friday, 9 AM - 5 PM GMT

Summary Table

Item Type Return Window Condition Refundable? Physical Products 7 days Unopened, unused Yes Digital Services N/AN/A No *Consulting Hours48 hours to report issues Service commenced Issue support provided Training Materials N/AN/A No*Software/AI Tools48 hours to report issues Accessed/deployed Issue support provided

*Digital services include issue resolution support within 48 hours. Refunds may be issued in cases of complete non-delivery or technical impossibility.

Final Note

This Returns & Refunds Policy is designed to be fair to both customers and our business. We believe in the quality of our products and services. By reaching out within the designated timeframes, we can resolve virtually any concern to your satisfaction.

We appreciate your business and look forward to delivering exceptional value.