Refunds & Replacements Policy

Last updated: September 9, 2026

At Cromwell & Smith, we want you to feel confident when ordering from us. If your order arrives damaged, defective, incorrect, or does not arrive as expected, please contact us so we can review the issue and help resolve it.

Damaged, Defective, or Incorrect Products

If your product arrives damaged, defective, incorrectly produced, or there is another issue caused during production or fulfillment, please contact us within 30 days of receiving your order.

When contacting us, please provide your order number, a brief description of the issue, and clear photographs showing the product and the problem.

We will review your claim and let you know whether a replacement or refund has been approved. If a replacement is approved, we will arrange for a replacement order to be processed as quickly as possible.

If a refund is approved, it will be issued to your original payment method. Please allow additional time for your bank or payment provider to process and display the refund.

Nothing in this section limits rights or remedies that cannot legally be excluded under applicable consumer protection laws.

Lost Packages

If your package appears to have been lost in transit, please contact us within 30 days of the estimated delivery date.

We will review the tracking information and circumstances surrounding the shipment. Where the loss is confirmed as a shipping or fulfillment issue covered by us, we will arrange an appropriate replacement or refund.

If tracking shows that your parcel was delivered but you cannot locate it, please follow the steps in our Shipping Policy and contact us promptly so we can investigate.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If an order cannot be delivered because the address supplied was incorrect, incomplete, or considered insufficient by the carrier, the package may be returned to the fulfillment facility.

In these circumstances, the customer may be responsible for the reasonable cost of reshipping the order once a corrected delivery address has been provided, except where applicable law requires otherwise.

Please check your shipping information carefully before completing your purchase.

Unclaimed or Refused Deliveries

If a shipment is not collected, is refused, or is returned by the carrier, the customer may be responsible for reasonable costs associated with returning or reshipping the order.

Where a carrier abandons or destroys a shipment because the recipient could not be contacted, refused delivery, or failed to provide required delivery information, we may be unable to provide a refund, replacement, or reshipment.

Any available refund or resolution will be assessed according to the circumstances and applicable consumer law.

Change of Mind

Because many Cromwell & Smith products are wellness, supplement, personal care, or other products where product integrity and hygiene are important, we do not accept returns or provide refunds simply because you change your mind after an order has been fulfilled.

This includes situations where you no longer want the product, ordered the wrong product, or decide that you do not wish to use it, unless we agree otherwise or applicable law requires a remedy.

This policy does not affect your rights if a product is damaged, defective, incorrect, or otherwise fails to meet applicable consumer guarantees.

Please contact us before returning anything. Products returned without prior authorization may not be eligible for a refund or replacement.

Order Cancellations

If you need to cancel an order, please contact service@cromwellandsmith.com as soon as possible.

Our orders can move into fulfillment quickly. Once an order has been accepted for fulfillment and the product has been prepared, packed, or otherwise entered production, we may no longer be able to cancel it.

We cannot guarantee that a change-of-mind cancellation request can be completed once fulfillment has begun. An order that has already been dispatched cannot normally be canceled before delivery.

These cancellation restrictions do not affect your rights to a refund, replacement, or other remedy for a defective, incorrect, or otherwise eligible product under applicable law.

Product Availability

From time to time, a product may become unavailable, discontinued, or experience an extended out-of-stock period.

If we are unable to fulfill an order you have already paid for, we will contact you and provide an appropriate solution. This may include a refund, replacement, substitution with your agreement, or store credit where permitted and accepted by you.

We will not substitute a product without your agreement.

Late or Missing Refunds

If we have confirmed that a refund has been issued but you have not yet received it, please allow time for your bank, credit card provider, or payment processor to complete the transaction.

Processing times vary between financial institutions. If sufficient processing time has passed and your refund still has not appeared, contact service@cromwellandsmith.com and we will help investigate the transaction.

Before Returning a Product

Please do not send a product back without contacting Cromwell & Smith first.

Email service@cromwellandsmith.com with your order number, details of the problem, and photographs where relevant. We will provide instructions if a return is required.

In many cases involving damaged or defective products, photographs may allow us to assess the claim without requiring you to return the product.

Where a return is required because of an error by Cromwell & Smith or an eligible product defect, we will explain the return process and any applicable shipping arrangements.

Your Consumer Rights

Nothing in this Refunds & Replacements Policy is intended to exclude, restrict, or modify any rights or remedies that cannot legally be excluded under applicable consumer protection laws.

Where mandatory consumer protection laws provide you with greater rights than those described in this policy, those rights will apply.

Contact Cromwell & Smith

Questions about refunds, replacements, damaged products, or missing orders should be directed to:

Cromwell & Smith Customer Support

Email: service@cromwellandsmith.com

Website: cromwellandsmith.com

Business address: Suite 3217, 780 The Entrance Road, Wamberal, NSW 2260, Australia

Phone: +61 2 8860 2535

Please include your order number and enough information for us to identify and assess the issue quickly.

Cromwell & Smith

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