Refund & Returns Policy – Crescendo

We want you to love your purchase from Crescendo. If you are not satisfied, we offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be:

• in the same condition that you received it,

• unworn or unused,

• with tags, and

• in its original packaging.

You’ll also need the receipt or proof of purchase.

To start a return, contact us at vocelux@proton.me.

• Once your request is approved, we’ll provide you with the correct supplier return address and instructions.

• Do not send returns to our business address in Austria — this will cause delays and may make your return ineligible.

• Customers are responsible for return shipping costs unless the item is defective or incorrect. 

  Damages and Issues

  Please inspect your order upon reception and contact us immediately if your item is defective, damaged, or incorrect. We will evaluate the issue and make it right.

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  Exceptions / Non-Returnable Items

  Certain types of items cannot be returned, including:

  • Lacefront wigs, intimate apparel, and personal care goods (for hygiene reasons)

  • Electronics and pet care products, once opened or used (unless defective)

  • Perishable goods (such as food, flowers, or plants)

  • Custom or personalized products (such as special orders)

  • Hazardous materials, flammable liquids, or gases

  • Sale items or gift cards

  If you are unsure whether your item qualifies, please contact us before purchasing.  

  Exchanges

  The fastest way to get the item you want is to return your current item (if eligible) and, once accepted, place a new order.

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  International Customers

  • Customers worldwide are subject to the same return conditions.

  • European Union customers are additionally entitled to a statutory 14-day cooling-off period: you have the right to cancel or return your order within 14 days, for any reason and without justification.

    • As above, the item must be unused, unworn, with tags, and in its original packaging, with proof of purchase.

    • Exceptions apply: wigs, intimate apparel, unsealed personal care items, electronics once used, and other restricted categories cannot be returned under this right.

  • Customers outside the EU do not have a statutory cooling-off period, but our standard 14-day policy applies. 

    Refunds

    Once our supplier confirms receipt and inspection of your return, we’ll notify you of approval or rejection.

    • If approved, your refund will be processed automatically to your original payment method within 10 business days.

    • Please note: it may take additional time for your bank or credit card company to process and post the refund.

    If more than 15 business days have passed since your return was approved and you have not received your refund, contact us at vocelux@proton.me.