Refund policy

Refund & Returns Policy – Crescendo Last updated: August 3, 2026

We want you to love your purchase from Crescendo. Please read our policy carefully before purchasing, as it reflects the nature of our dropshipping model.

Contact Us First All return and refund requests must be initiated by contacting us at vocelux@proton.me within 14 days of receiving your item. Do not send any items back without contacting us first — unrequested returns will not be accepted.

Order Cancellations If you wish to cancel your order, you must contact us immediately at vocelux@proton.me. We will do our best to cancel before the order is dispatched to our supplier. However, once an order has been submitted to our supplier for fulfillment, cancellation is no longer possible and the standard return process applies upon delivery.

Defective, Damaged, or Incorrect Items If your item arrives defective, damaged, or is not what you ordered, you must contact us within 14 days of delivery with:

  • Your order number
  • Clear photo or video evidence showing the defect, damage, or incorrect item
  • A brief written description of the issue

We reserve the right to assess all claims individually. Claims submitted without sufficient evidence, or where evidence does not clearly support the reported issue, may be declined. We may also cross-reference claims with supplier records, packaging documentation, and order history.

Where a valid claim is confirmed, we will offer a resolution at our discretion based on the nature of the issue. This may include a full or partial refund to your original payment method, or a replacement shipment. We will communicate the proposed resolution to you by email.

Change of Mind Returns If you simply change your mind, the following conditions apply:

  • You must contact us within 14 days of receiving your item
  • The item must be unused, unworn, with tags, and in its original packaging
  • You must provide proof of purchase

For items under €30: we offer a partial refund of 50% of the item price, with no return required. For items €30 and above: we will provide a supplier return address. You are responsible for return shipping costs. A refund will be issued within 14 days of our supplier confirming receipt of the returned item in acceptable condition.

Please note: submitting a false defective or damaged claim in order to obtain a refund without returning an item constitutes fraud. We reserve the right to refuse refunds, block future orders, and report fraudulent activity where applicable.

Non-Returnable Items The following items cannot be returned or refunded under any circumstances:

  • 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
  • Hazardous materials, flammable liquids, or gases
  • Sale items or gift cards

Exchanges We do not offer direct exchanges. To get a different item, return your eligible item (if applicable) and place a new order once your refund is processed.

European Union — 14-Day Statutory Cooling-Off Period If your order is shipped to the European Union, you have the statutory right to cancel or return your order within 14 days of receipt, for any reason and without justification, provided the item is unused, unworn, with tags, in its original packaging, and accompanied by proof of purchase.

To exercise this right, contact us at vocelux@proton.me within 14 days of receiving your item. You are responsible for the cost of return shipping unless otherwise agreed. We will issue a full refund to your original payment method within 14 days of receiving notification of your cancellation, provided the return conditions above are met and the item is on its way back to us.

Please note the following items are exempt from the EU cooling-off right under EU consumer law:

  • Wigs, intimate apparel, and unsealed personal care products (hygiene reasons)
  • Electronics and similar goods once unsealed or used
  • Custom or personalized products
  • Items that have been mixed inseparably with other goods after delivery

Refunds Once your refund is approved:

  • You will be notified by email
  • Your refund will be processed to your original payment method within 10 business days
  • Additional processing time may apply depending on your bank or card provider

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