Return & Refund Policy

1. Return window

You may request a return within 30 days of the delivery date shown on your shipment tracking. Return requests received after this window cannot be accepted.

2. Eligibility

Because Crown Down products are sterile-sealed medical devices, a return is only eligible for a refund if the product is:

• Unopened, with sterile packaging fully intact
• In its original outer packaging with all included items
• Free of any signs of clinical use, wear, or damage

Individual drills, drill stoppers, and any component removed from the sterile seal are considered opened and are not eligible for return except under the defective-product provisions below.

3. How to start a return (RMA process)

1. Email info@crowndownkit.com with your order number, the SKU(s) you want to return, and the reason for return.
2. Crown Down will reply with a Return Merchandise Authorization (RMA) number and the return address, usually within one business day.
3. Ship the product back to the address provided, with the RMA number clearly written on the outside of the package. Returns received without an RMA cannot be processed.
4. Once we receive and inspect the return, we’ll email you to confirm the outcome and the refund amount.

4. Return shipping costs

For non-defective returns (change of mind, wrong size ordered, no longer needed), the customer is responsible for return shipping costs. We recommend a tracked, insured shipping method — if a return is lost in transit, Crown Down cannot refund it.

For defective, damaged, or incorrect items, Crown Down covers all return shipping costs and will provide a prepaid return label.

5. Refunds

Once an eligible return is received and inspected, Crown Down will issue a refund to the original payment method (typically the credit card, bank transfer, or PayPal account used at checkout).

Refunds are processed within 5–10 business days of receipt in typical cases, and no later than 30 days after we receive the returned item. Depending on your bank, the credit may take an additional 3–5 business days to appear on your statement.

The original shipping charge is refunded only for defective, damaged, or incorrect items. Taxes (VAT, sales tax) collected at checkout are refunded in full for all eligible returns.

6. Defective or damaged products

If your kit arrives with damage, missing components, or a drill with a manufacturing defect, please contact us within 7 days of receipt at info@crowndownkit.com or +1 (844) 722-3737. Include photos of the packaging and the affected component.

At Crown Down’s discretion, we will either send a free replacement of the affected item or issue a full refund including all shipping costs. Crown Down covers return shipping for defective items.

7. Exchanges

You may exchange a kit or drill for a different size or SKU of equal value within the same 30-day window, subject to the same eligibility rules above (sterile packaging intact, original outer packaging, no signs of clinical use). To start an exchange, email info@crowndownkit.com with your order number and the SKU you’d like to swap to; we’ll issue an RMA and ship the replacement once the returned item is received and inspected.

For exchanges to a higher-priced item, we’ll invoice the price difference before shipping the replacement. For exchanges to a lower-priced item, the difference is refunded to the original payment method alongside the exchange. Return-shipping cost rules from Section 4 apply.

8. Non-returnable and non-exchangeable items

• Any product where the sterile packaging has been opened, punctured, or tampered with
• Drills or stoppers that show clinical use or wear
• Custom-labeled, engraved, or bulk-order items placed under a written purchase agreement (unless defective)
• Digital or downloadable materials

9. Sales regions

This policy applies to all orders shipped to the United States, the European Union, the United Kingdom, Canada, and other supported markets. For orders outside the EU/US, the buyer is responsible for any import duties, customs fees, or local medical-device registration charges paid on the original shipment; these amounts are not refundable.

10. Cancellations before shipment

Orders can be cancelled for a full refund at any time before the shipment leaves our warehouse. Email info@crowndownkit.com with your order number as early as possible. Once the shipment has been handed to the carrier, the standard return process above applies.

11. Contact

This policy was last updated on 2026-07-21. Crown Down reserves the right to update these terms at any time; the version in effect at the time of your purchase is the version that applies to your order.