Crownmark Store
Cancellation and Refund Policy
When an order can be cancelled, returned, exchanged or refunded and how to request help.
This Policy applies to physical goods ordered from sellers through Crownmark Store. It explains the minimum Crownmark Store process. A seller may offer more generous terms, and mandatory rights under Cambodian law continue to apply.
For every request, email hello@crownmark.store with the order number, customer name, phone number and a clear description of the requested outcome.
1. Cancelling before shipment
A customer may request cancellation before the seller marks the order as shipped. We will ask the seller to stop fulfilment where reasonably possible.
If the seller has not begun processing, the order will normally be cancelled and refunded in full. If processing has begun, cancellation depends on whether the item can reasonably be stopped, restored for sale and whether any clearly disclosed non-recoverable cost has already been incurred.
A cancellation is not complete until Crownmark Store confirms it. Refusing delivery without first contacting us does not automatically create a refund.
2. When a return, exchange or refund is available
Contact us as soon as possible, and normally within 7 calendar days after delivery, if an item is:
- damaged or defective on arrival;
- materially different from the product ordered or its description;
- the wrong product, choice or quantity because of a seller fulfilment error;
- missing from the delivered order; or
- not delivered within a reasonable time after the stated or agreed delivery window.
3. Change-of-mind requests
A seller is not required to accept a change-of-mind return unless its listing or storefront clearly promises that option. If a seller approves a change-of-mind return, the item must be unused, complete and in its original saleable packaging, and the customer may be responsible for return delivery.
Change-of-mind returns are generally unavailable for personalised or made-to-order goods, perishable goods, or sealed hygiene-sensitive goods after opening, unless the item is defective, misdescribed or another mandatory right applies.
4. Evidence and return instructions
We may request clear photos or video of the item, packaging, delivery label and defect, plus other information reasonably needed to verify the request. Keep the item and packaging until instructions are provided.
Do not return an item to Crownmark Store's business address unless we expressly authorise that destination. We will provide the seller's approved return or collection instructions.
5. Return delivery costs
The seller or Crownmark Store will arrange or reimburse reasonable return delivery where the item is defective, damaged, materially misdescribed or supplied incorrectly.
For an approved change-of-mind return, the customer is normally responsible for return delivery unless the seller states otherwise. Original delivery charges are refunded when the whole order is refunded because of seller error, non-delivery or another legal requirement.
6. Review and available remedies
We will review the order, payment confirmation, seller response and submitted evidence. Depending on the circumstances, the remedy may be repair, replacement, exchange, redelivery, partial refund or full refund.
A partial refund will be proposed only where it fairly reflects an accepted issue and the customer agrees, or where applicable law permits it. A full refund for a returned item may be issued after the return is received or reliable collection evidence is available.
7. Refund method and timing
Approved refunds are returned through the original payment method where supported. If that is not reasonably available, Crownmark Store will arrange another documented method with the customer.
Crownmark Store aims to initiate an approved refund within 7 business days after approval or verified return. A bank or payment provider may require additional processing time before the funds appear. We will provide a refund reference or confirmation when available.
8. Orders cancelled by a seller or Crownmark Store
A seller or Crownmark Store may cancel an order that cannot be supplied, contains a material pricing or listing error, cannot be delivered, fails payment confirmation, appears fraudulent or would breach law. If payment was received and the customer is not responsible for an unrecoverable loss permitted by law, the cancelled amount will be refunded.
9. Duplicate disputes and chargebacks
Tell us before starting a bank dispute or chargeback so we have an opportunity to resolve the order. A customer must not obtain both a Crownmark Store refund and a bank reversal for the same amount. We may share relevant transaction and fulfilment records with the payment provider when responding to a dispute.
10. Statutory rights
This Policy does not exclude or reduce any consumer guarantee, compensation right or remedy that cannot lawfully be excluded under the laws of the Kingdom of Cambodia. If this Policy conflicts with a mandatory legal right, that legal right prevails.
11. Contact
Email hello@crownmark.store for all cancellation, return, exchange and refund enquiries. Include the order number and supporting information so we can review the request promptly.
Business address: Crownmark Store, #69C, Street 6B1, Sangkat Tirk Tla, Khan Sen Sok, Phnom Penh, Cambodia.