Return & Refund Policy

If you purchase a product through our website and you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without providing a reason.

To exercise your right of withdrawal:

• Notify us within 14 days of receiving your order.
• Return the product within 14 days after notifying us.
• The product must be returned in its original condition, complete with all accessories and original packaging where reasonably possible.

Once your return is approved, we will process your refund in accordance with applicable law.

To qualify for a refund, returned products must:

• Be unused beyond what is necessary to inspect the product.
• Be free from damage, scratches, stains, or excessive wear.
• Include all original parts, accessories, and documentation.
• Be securely packaged for return shipping.

You may inspect the saddle as you would in a retail store. However, if the product shows signs of use beyond reasonable inspection, we reserve the right to reduce the refund to reflect any loss in value, as permitted under EU consumer law.

Because many Crestivo products are handcrafted to customer specifications, the following items cannot be returned or exchanged unless they are faulty or incorrectly supplied:

• Custom-made saddles
• Personalized products
• Products with custom engraving or branding
• Products manufactured to your specific measurements or requirements

Any changes to be made in a custom order should be confirmed within 24 hours of the order timeline. Please contact customer care support within this period to ensure changes.

Unless the return is due to a manufacturing defect or an error on our part:

• Customers are responsible for return shipping costs.
• We recommend using a tracked and insured shipping service, as customers remain responsible for the product until it reaches us.
• Original shipping charges are refundable only where required by applicable law.

Once we receive and inspect your returned product, we will notify you of the outcome.

If your return is approved:

• Refunds will be processed using the original payment method.
• Refunds are typically issued within 14 days after receiving the returned item or receiving proof that it has been shipped back, whichever occurs first.
• Processing times may vary depending on your payment provider.

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

• Your order number
• A description of the issue
• Clear photographs showing the defect or damage
• Photos of the product packaging, if applicable

Depending on the situation, we may offer a repair, a replacement, a partial refund, or a full refund.

Under applicable Polish and European consumer protection laws, consumers are entitled to statutory rights if a product is defective or does not conform to the contract.

Where applicable, you may be entitled to:

• Repair
• Replacement
• Price reduction
• Refund

These statutory rights are separate from and in addition to this Return & Refund Policy.

The following products are generally not eligible for return:

• Custom-made saddles
• Personalized leather products
• Products damaged through misuse, accidents, or improper care
• Products modified or repaired by unauthorized persons
• Products showing excessive wear beyond normal inspection

To request a return, please contact our customer support team with:

• Your full name
• Order number
• Date of purchase
• Reason for return (optional for withdrawals within the legal period)
• Photographs, if reporting a defect

Our team will provide return instructions and the appropriate return address. Please do not return products without first contacting us.

Orders may be cancelled before production or shipment begins. For custom-made products, production begins 24 hours after placing your order, after your order is confirmed. Once production has started, cancellation may no longer be possible.

If you need to cancel your order, please contact us as soon as possible.