Returns & refunds
Last updated: 5 September 2026
Requesting a return
Email shop@crabtile.com within 7 days of delivery with your order number, the item and reason for return. Items returned for a change of mind must be unused, unwashed and in their original condition with tags, accessories and packaging. Do not send a parcel until we confirm the return instructions.
Damaged, defective or incorrect items
Contact us promptly with your order number and photos of the product and packaging. We will investigate and offer an appropriate replacement or refund. We cover reasonable return shipping for items that are damaged, defective or sent incorrectly. Your statutory rights are unaffected.
Return shipping and inspection
For a change-of-mind return, the customer pays return shipping unless we agree otherwise. The original standard shipping charge is non-refundable for change-of-mind returns. We confirm the return address, eligibility and any charges before you send the item. We inspect returned items and explain any rejection.
Refund process
Approved refunds are initiated within 7 business days after we receive and inspect the returned item, or approve a cancellation. Online payments are refunded to the original payment method. Your bank or payment provider may take additional time to credit the money. For cash-on-delivery refunds, support will agree a secure refund method with you; never share OTPs or PINs.
Cancellations and exchanges
Contact support as soon as possible to cancel before dispatch. We will confirm whether the order can still be stopped. For an exchange, contact us to check availability; a return and a separate new order may be required. If we cannot fulfil an order, the amount paid for the unfulfilled items and applicable shipping will be refunded.