Refund policy

Returns & Refund Policy

Last updated: October 2026

At Crusader AV, we aim to make the returns and refund process as straightforward as possible. This policy explains how to request a return, how faulty or incorrect items are handled, and when refunds may be issued.

This policy applies to purchases made from Crusader AV, operated by Crusader Limited. Your statutory rights remain unaffected.

1. Requesting a Return

Before returning any goods, please contact our customer services team to obtain return instructions.

Please provide:

Your order number.
The product name and quantity.
The reason for the return.
Photographs or supporting information, where relevant.

Telephone: 0115 940 5550
Email: sales@crusader.co.uk

Our customer services team is available Monday to Friday, 9am–5pm, excluding UK bank holidays.

Please do not send goods back without first contacting us.

2. Change of Mind and Consumer Cancellations

If you are a consumer purchasing eligible goods online or through another qualifying distance-selling arrangement, you may have a statutory right to cancel your order within 14 days of receiving the goods.

You must notify us of your decision to cancel within the applicable cancellation period. Once you have notified us, you generally have a further 14 days to return the goods.

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning. We may make a lawful deduction for diminished value where goods have been handled beyond what would reasonably be permitted in a shop.

Some goods and services are exempt from statutory cancellation rights under applicable legislation. These may include certain bespoke or personalised products, goods made to your specifications, and certain sealed software or digital products once unsealed.

We will explain any relevant exceptions when you contact us.

3. Voluntary Returns

Where a statutory cancellation right does not apply, returns for a change of mind or an unwanted purchase are subject to our agreement.

Unless otherwise agreed, goods accepted for a voluntary return must be:

Unused and in resaleable condition.
Complete, including accessories, manuals and supplied components.
Returned in their original packaging.
Free from damage caused after delivery.

Voluntary return requests should normally be made within 14 days of receipt, unless an alternative arrangement has been agreed in writing.

Special-order, bespoke, personalised and made-to-order items may not be eligible for voluntary returns. Certain software and other products may also be excluded where applicable restrictions prevent their return.

4. Restocking Fees and Return Costs

For eligible voluntary returns, a restocking fee of up to 20% may apply where this has been disclosed and agreed as applicable.

The fee will not be applied where prohibited by law, including where it would unlawfully reduce a consumer's statutory refund.

Customers are normally responsible for return delivery costs for voluntary change-of-mind returns, unless otherwise agreed.

Where goods are faulty, damaged, incorrectly supplied or otherwise fail to meet applicable legal requirements, we will explain the appropriate return arrangements and any remedies available to you. You will not be charged return costs where prohibited by law.

5. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, incomplete or different from the item ordered, please contact us as soon as reasonably practicable.

Please provide your order number and a description of the issue. Photographs may help us assess damage or incorrect deliveries.

We may need to inspect or test the product to establish the nature of the issue. Depending on the circumstances, we may arrange a repair, replacement, refund or another appropriate remedy.

For consumer purchases, your rights under the Consumer Rights Act 2015 and other applicable legislation remain unaffected. A request to report an issue promptly does not remove any statutory rights you may have.

6. Refunds

Where a refund is due, it will normally be made to the original payment method, unless otherwise agreed or required by law.

Refund timescales depend on the circumstances, the return process and the payment provider.

For eligible consumer cancellations, statutory reimbursement rules apply, including the applicable requirements concerning standard delivery charges. Premium delivery costs and other charges will be treated in accordance with applicable law.

A refund will not be refused merely because the original packaging is missing where doing so would unlawfully restrict your statutory rights.

7. Business and Public-Sector Orders

Business purchases, trade orders and public-sector purchase orders may be subject to separately agreed contractual terms.

Unless a statutory right applies or an alternative arrangement has been agreed in writing, unwanted goods supplied to business customers may only be returned with our prior approval.

Any agreed credit, refund, collection or replacement arrangements will be confirmed with the customer.

8. Order Cancellations Before Dispatch

If you wish to cancel an order before dispatch, contact our sales team as soon as possible.

We will confirm whether the order can be cancelled. Special-order, bespoke or manufacturer-commissioned products may already have entered fulfilment and may be subject to separate contractual conditions.

Nothing in this section removes any cancellation rights that apply under law.

9. Contact Us

For returns, refunds or cancellation enquiries, contact:

Crusader Limited – Crusader AV

Tower House
Unit 24, Nottingham South & Wilford Industrial Estate
Ruddington Lane
Nottingham
NG11 7EP