Returns & Refunds Policy — Crowns Journey LLC

Last updated: July 2026

Introduction

  • Crowns Journey LLC (“Crowns Journey,” “we,” “us,” or “our”) delivers digital, virtual, and consultancy services, along with occasional physical goods. This Returns & Refunds Policy explains when refunds are available, how to request them, our processes for investigating complaints, and your rights under applicable law.

  • By purchasing our services or products, you agree to this policy.

  1. Definitions

  • “Services”: All virtual, digital, consultancy, subscription, training, software-as-a-service (SaaS), website development, digital marketing, design, and other non-tangible products we provide.

  • “Physical Goods”: Tangible items that can be shipped and returned (if and when offered).

  • “Sale Items” or “Discounted Items”: Any Product or Physical Good purchased at a reduced price, via promotional code, bundle discount, flash sale, clearance, or similar price-reduction events.

  • “Customer,” “you,” or “your”: The person or entity who purchases Services or Physical Goods from Crowns Journey.

  1. No-Refund Policy for Services (Primary Rule)

  • All purchases of Services are final and non-refundable. This includes, without limitation:

    • Project-based services (websites, apps, custom development, branding, design).

    • Recurring services and subscriptions (monthly retainers, ad management, SEO, hosting when bundled with services).

    • Digital deliverables and downloadable materials (templates, reports, digital assets).

    • Access to private portals, training, webinars, or course content.

    • Consulting sessions and advisory work, including one-off or packaged consultations.

  • Rationale: Digital and service deliverables can be copied, accessed immediately, or are labor/effort-based; once we begin or deliver the work (or grant access) it cannot be “returned.”

  1. Non-Refundable Sale & Discounted Purchases

  • Any product or Physical Good bought on sale or at a discounted rate (including promotional codes, bundle discounts, flash sales, clearance items, limited-time offers, and coupon-reduced prices) is non-refundable unless otherwise expressly stated.

  • This sale/discount non-refundable rule applies in addition to other exclusions in this policy (for example, it does not create refunds for Services).

  • Exceptions: We may make rare exceptions for defective or materially non-conforming Sale Items at our discretion and following the Investigation & Decision Process (Section 7). Where an exception is approved, remedies will follow Section 9.

  1. When We May Make Exceptions (our goodwill process)

  • Although Services and Sale Items are generally non-refundable, we will consider exceptions in limited, documented cases as a gesture of goodwill, such as:

    • Clear failure to deliver contracted work within agreed scope and timelines where we cannot reasonably remedy the failure.

    • Material breach of contract by Crowns Journey.

    • Duplicate charge or processing error.

    • Defective or materially non-conforming Sale Items.

  • Exceptions are rare and discretionary. To request an exception, follow the procedure in Section 6 and provide supporting evidence (contracts, communications, screenshots, delivery records). We will investigate and respond within the timelines in Section 8.

  1. 7-Day Policy for Physical Goods (if applicable)

  • If we supply Physical Goods (tangible items), we may offer a 7-day return window from date of delivery for eligible, non-sale items only, unless the product listing explicitly states the sale item is eligible for returns. This 7-day policy:

    • Applies only to eligible Physical Goods, not to Services, digital items, or subscriptions.

    • Requires the item to be unused, in original packaging, with all tags/accessories, and in a resalable condition.

    • Excludes goods made to customer specifications, perishable items, opened goods that cannot be resold for hygiene reasons, items inseparably mixed with other goods, and Sale Items (see Section 3).

  • We reserve the right to refuse returns that don’t meet these conditions or that show signs of use or damage beyond manufacturing defects.

  1. How to Request Support, a Return, or a Refund

  • To raise an issue, request support, or seek a refund/exception, email care@crownsjourney.com with:

    • Subject line: “Returns/Refund Request — [Order ID or Invoice No.]”

    • Your name, company name (if applicable), and contact details.

    • Order or invoice number, date of purchase, payment method, and amount.

    • Indicate whether the purchase was a Sale Item or full-price item.

    • Clear description of the issue, desired outcome (refund, rework, credit), and any evidence (screenshots, links, files, communications).

  • For physical returns (if accepted), request return authorization first. We will not accept unauthorized returns.

  1. Investigation & Decision Process

  • Acknowledgement: We will send an acknowledgement within 3 business days after receiving your request.

  • Initial Review: We will complete an initial review within 10 business days. During review we may request additional information or access.

  • Final Decision: We will issue a final decision within 20 business days of receiving all requested information. If we approve a refund or credit, see Section 9 for timing and method.

  • Remedies: Where we find the service or goods were defective or not delivered as promised, we may (as appropriate) offer:

    • Re-performance or correction of the Services at no additional charge.

    • Partial refund or service credit.

    • Full refund (very limited and discretionary for Services).

    • Replacement or refund for Physical Goods (subject to non-refundable Sale Items clause).

  1. Returning Physical Goods (if applicable)

  • Return Authorization: Email care@crownsjourney.com to request return authorization. Include order details and reason for return. We will respond with instructions and a return authorization number (RMA) if accepted.

  • Shipping: You are responsible for return shipping costs and risk of loss during transit unless we authorised and agreed to cover them. Use a trackable, insured shipping service and retain proof of shipment.

  • Condition: Returned items must be in original packaging and condition. We may deduct reasonable charges for diminished value if item is returned used or damaged.

  • Receipt & Inspection: Once we receive and inspect the returned goods, we will notify you of acceptance or rejection within 7 business days.

  1. Refund Timing & Method

  • Approved refunds for Physical Goods: We will issue refunds to the original payment method within 30 calendar days of receipt and inspection of returned goods, or within 30 days of a refund approval where no physical return is needed (for example, duplicate charges).

  • Approved refunds for Services (rare/exceptions): We will process refunds to the original payment method within 30 calendar days of approval.

  • Sale Items: Refunds for Sale Items are not available except in the narrow circumstances described in Section 4 (e.g., defective or materially non-conforming goods) and only after review and approval.

  • No fees: We will not charge a fee for processing approved refunds. Banking or card network delays may affect the exact posting time.

  1. Gift Purchases

  • If an item was marked as a gift and shipped directly to the recipient, the recipient may receive a gift credit for the returned item once received.

  • If the gift giver bought and took possession of the goods before gifting, any refund will be issued to the gift giver.

  1. Payment Disputes and Chargebacks

  • If you file a chargeback with your bank or payment provider before contacting us, we may still attempt to resolve your complaint. Repeated chargebacks without first raising an issue with us may result in termination of services and could affect future business relations.

  1. Dispute Resolution

  • We aim to resolve complaints amicably. If a dispute cannot be resolved via our support process, parties may pursue mediation or other dispute resolution methods as set out in the main Terms of Service or as required by law.

  • This policy does not limit any statutory rights you may have under applicable consumer protection laws.

  1. Changes to This Policy

  • We may update this policy from time to time. We will post the revised policy on our website with the “Last updated” date. Changes will be effective immediately for new purchases; for existing purchases, applicable consumer rights or contract terms will apply.

  1. Contact Information & Templates

  • Contact: care@crownsjourney.com

  • Hours: We aim to respond to emails Monday–Friday, 9:30 AM–6:00 PM IST. Response times may be longer during holidays.

  • Refund Request Template (email):

    • Subject: Returns/Refund Request — [Order ID]

    • Body: “Hello Crowns Journey team, I purchased [Service/Product name] on [date], order/invoice number [#]. I am requesting a [refund/credit/rework] because [brief reason]. This purchase was [Sale Item / Full-price]. Attached are supporting files: [list]. Please confirm receipt and next steps. — [Name, Phone, Company]”

  • Return Authorization Template (we will send):

    • Subject: Return Authorization [RMA#] — [Order ID]

    • Body: “Your return request for [item] has been approved. Please ship to: [address], include RMA#[X] on the package, and use a trackable, insured carrier. Returns must be received within [X] days of this authorization.”

  1. Examples & Scenarios

  • Example 1 (Service dissatisfaction): A client buys a 10-page website. After delivery the client claims the site is unsatisfactory. We will review the contract and deliverables, offer a reasonable rework under the scope, and escalate to management if unresolved. Refunds for Services are unlikely; rework or partial credit is more common.

  • Example 2 (Duplicate charge): A client was charged twice due to a processing error. After verification we will refund the duplicate amount within 30 days.

  • Example 3 (Sale Item purchased on discount): A customer purchases a physical product during a flash sale with a 40% discount. Sale Items are non-refundable. If the item is defective upon arrival, the customer must follow the returns process and, after inspection, we may offer a replacement or refund at our discretion.

  • Example 4 (Physical product returned within 7 days): If a non-sale, eligible product is returned within 7 days, we will process a refund after inspection in accordance with Section 9.

  1. Our Commitment to Customers

  • We aim to deliver high-quality services and to act fairly. If you have issues, contact us first so we can work toward a practical resolution.

  1. Legal Notice

  • This policy forms part of our Terms of Service. Nothing in this policy affects your statutory rights under applicable consumer protection laws.

Contact Us

  • Email: care@crownsjourney.com

  • For urgent matters, include “URGENT” in the subject line and we will prioritize where possible.