Refund policy

RETURNS, CANCELLATIONS AND REFUNDS POLICY

Effective date: 01 August 2026
Last updated: 03 August 2026

Products marketed under the ÆTHEL DESIGN brand are sold by:

CRESTAVERA LIMITED
Private limited company registered in England and Wales
Company number: 16270955

Registered office:
Suite 8, The Monument
45–47 Monument Hill
Weybridge
Surrey KT13 8RN
United Kingdom
Important: The registered office above may receive a written cancellation notice but is not a product returns address. Please wait for the correct return address before sending the product.

VAT registration number: GB492448265
Email: info@aetheldesign.com
Telephone: +44 7534 046773

ÆTHEL DESIGN is a registered United Kingdom trade mark owned by CRESTAVERA LIMITED.

The registered office shown above is for legal and business correspondence. It is not a product returns address. Do not send products to the registered office unless we have expressly instructed you to do so.

1. Scope of this policy

This policy applies to consumer purchases made directly through the ÆTHEL DESIGN online store.

Purchases made through Amazon, eBay, Etsy or another marketplace may also be subject to that marketplace’s return process and buyer-protection rules.

The regional provisions that apply to an order are normally determined by the delivery destination.

Nothing in this policy excludes, restricts or replaces mandatory consumer rights. Where applicable law provides you with more favourable rights, the mandatory law will take precedence.

2. Regional return summary

United Kingdom

You have 14 calendar days after delivery to notify us that you wish to cancel a non-faulty online order.

After notifying us, you normally have a further 14 calendar days to send the product back.

  • Restocking fee: None
  • Change-of-mind return shipping: Paid by the customer
  • Faulty, damaged or incorrect return shipping: Paid or reimbursed by ÆTHEL DESIGN

European Union

You have 14 calendar days after delivery to exercise your right of withdrawal.

After notifying us, you normally have a further 14 calendar days to send the product back.

  • Restocking fee: None
  • Change-of-mind return shipping: Paid by the customer
  • Faulty, damaged or incorrect return shipping: Paid or reimbursed by ÆTHEL DESIGN

Norway, Iceland and Liechtenstein

We apply the same 14-day withdrawal framework to these EEA destinations, subject to mandatory local law.

  • Restocking fee: None
  • Change-of-mind return shipping: Paid by the customer
  • Faulty, damaged or incorrect return shipping: Paid or reimbursed by ÆTHEL DESIGN

United States

You may request a voluntary change-of-mind return within 30 calendar days after delivery.

  • Restocking fee: 10%
  • Change-of-mind return shipping: Paid by the customer
  • Faulty, damaged or incorrect return shipping: Paid or reimbursed by ÆTHEL DESIGN

Canada

You may request a voluntary change-of-mind return within 30 calendar days after delivery.

  • Restocking fee: 10%
  • Change-of-mind return shipping: Paid by the customer
  • Faulty, damaged or incorrect return shipping: Paid or reimbursed by ÆTHEL DESIGN

Mexico

You may request a return within 14 calendar days after delivery.

  • Restocking fee: None
  • Change-of-mind return shipping: Paid by the customer
  • Faulty, damaged or incorrect return shipping: Paid or reimbursed by ÆTHEL DESIGN

Australia and New Zealand

You may request a voluntary change-of-mind return within 30 calendar days after delivery.

  • Restocking fee: 10%
  • Change-of-mind return shipping: Paid by the customer
  • Faulty, damaged or incorrect return shipping: Paid or reimbursed by ÆTHEL DESIGN

Other destinations

Unless a longer period is required by applicable law or a different market-specific period was clearly disclosed before purchase, you may request a return within 14 calendar days after delivery.

  • Restocking fee: None
  • Change-of-mind return shipping: Paid by the customer
  • Faulty, damaged or incorrect return shipping: Paid or reimbursed by ÆTHEL DESIGN

3. How to request a return or cancellation

You may submit a return or cancellation request through:

Please provide:

  • Your name;
  • Your order number;
  • The product or products concerned;
  • Whether you wish to cancel, return, exchange or report a problem;
  • A brief description of the problem where the product is damaged, defective, incorrect or incompatible;
  • Photographs or video where reasonably possible and relevant.

UK, EU, EEA and Mexican customers exercising a statutory cancellation or withdrawal right do not need to provide a reason for changing their mind.

We will provide:

  • The correct return address;
  • A return-authorisation or reference number where used;
  • Packaging instructions;
  • Any relevant customs instructions;
  • A prepaid return label where we are responsible for return shipping.

A return authorisation is used to identify and route a parcel. It is not discretionary approval of an otherwise valid statutory cancellation or withdrawal.

Sending a product without an order number or to an unauthorised address may delay processing. However, a valid and timely statutory cancellation will not be treated as invalid merely because a return reference had not yet been issued.

4. Cancelling before fulfilment

You may request cancellation of a standard product order before it is fulfilled.

No restocking fee or cancellation fee applies to an order successfully cancelled before fulfilment.

We process orders quickly and cannot guarantee that a parcel can be intercepted after fulfilment has begun.

If the order has already been dispatched, it must be handled under the applicable return provisions in this policy.

A genuinely personalised, engraved or made-to-specification product may become non-cancellable once production or customisation begins, to the extent permitted by applicable law.

For UK and EU orders, you may also submit a clear withdrawal notice before delivery. If the parcel can no longer be intercepted, we may ask you to return it after delivery.

5. Condition of voluntary change-of-mind returns

This section applies to voluntary change-of-mind returns outside the statutory UK, EU and EEA withdrawal framework.

To qualify, the product must:

  • Be unused and unmodified, apart from a careful indoor inspection or compatibility check;
  • Be free from scratches, mounting marks, abrasion, damaged threads, deformation, stains, odours and field-use marks;
  • Include every screw, tool, adapter, fitting, strap, plate, manual and accessory originally supplied;
  • Be returned in its original retail packaging and protective inserts where supplied;
  • Match the product and identifying information connected with the original order;
  • Be securely packaged for return transit.

A product that has been used in the field, permanently installed, modified, damaged or returned incomplete may not qualify for a voluntary return.

Payment of a restocking fee does not convert an otherwise ineligible product into an eligible return.

UK, EU and EEA statutory returns are subject to the separate inspection and diminished-value provisions below.

6. United Kingdom cancellation rights

Unless a statutory exception applies, UK Consumers may cancel an online order from the time the order is placed until the end of 14 calendar days after the day on which the goods are received.

Where products from one order are delivered separately, the period normally begins after delivery of the final product.

You must notify us within the cancellation period.

After notifying us, you must return the goods without undue delay and no later than 14 calendar days after the day on which you notified us.

Inspection and handling

You may inspect a product to establish its nature, characteristics, compatibility and functioning in approximately the same manner as would reasonably be permitted in a physical shop.

For a camera cage, handle, strap or accessory, a careful indoor compatibility check will generally be acceptable.

The following may go beyond what is reasonably necessary:

  • Field use;
  • Prolonged use;
  • Forced installation;
  • Installation leaving material mounting marks;
  • Overtightening;
  • Modification;
  • Removal or loss of components.

Original packaging is strongly recommended but is not an absolute condition of a statutory UK cancellation.

Where handling beyond what was reasonably necessary has reduced the product’s value, we may make a deduction reflecting the actual diminished value.

A deduction may take account of:

  • Scratches or abrasion;
  • Mounting marks;
  • Damaged or stripped threads;
  • Deformation;
  • Missing components;
  • Alteration;
  • Field use;
  • Other visible deterioration.

Each diminished-value assessment will be made individually.

Routine inspection, testing, repackaging, bookkeeping and inventory processing will not, by themselves, result in a restocking charge.

UK return costs

For a non-faulty change-of-mind cancellation, you are responsible for the direct cost of returning the product.

Where you cancel and return the complete order, we will refund the cost of our least expensive standard outbound delivery option.

Any additional amount paid for express, expedited or premium delivery is not refundable.

Where only part of an order is returned, the original outbound delivery charge will not normally be refunded unless required by law.

UK refund timing

We may withhold the refund until:

  • We receive the returned goods; or
  • You provide evidence that the goods have been sent back,

whichever occurs first.

The refund will be made without undue delay and within the applicable statutory period.

No restocking fee applies to a valid statutory UK cancellation.

7. European Union and EEA withdrawal rights

Unless a lawful exception applies, Consumers receiving goods in an EU member state, Norway, Iceland or Liechtenstein may withdraw from an online purchase without giving a reason.

The withdrawal period ends 14 calendar days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

Where products from one order are delivered separately, the period generally begins after delivery of the final product.

You may exercise the right through:

Use of the model form is optional.

The electronic withdrawal function will allow you to identify the order and confirm the withdrawal. An acknowledgement will be sent by email or another durable medium.

After notifying us, you must return the goods without undue delay and normally no later than 14 calendar days after submitting the withdrawal notice.

EU and EEA inspection and diminished value

You may handle a product only to the extent reasonably necessary to establish its nature, characteristics, compatibility and functioning.

Original packaging is recommended but is not an absolute condition of a statutory withdrawal.

Where handling beyond what was reasonably necessary has reduced the value of the product, we may make a deduction reflecting its actual diminished value.

Routine inspection, testing, repackaging and inventory processing will not result in a standard restocking fee.

EU and EEA return costs

For a non-faulty change-of-mind withdrawal, you are responsible for the direct cost of returning the product.

Where you withdraw from the complete order, we will refund:

  • The price paid for the returned goods; and
  • The cost of our least expensive standard outbound delivery option.

Additional costs resulting from your selection of express, expedited or premium delivery are not refundable.

EU and EEA refund timing

We will issue the refund without undue delay and within the applicable statutory period.

We may withhold the refund until we receive the goods or evidence that they have been sent back.

No restocking fee applies to a valid statutory EU or EEA withdrawal.

Mandatory legal rights concerning faulty, incorrect, unsafe or non-conforming products remain separate from the withdrawal right.

8. United States voluntary return policy

Customers receiving an order in the United States may request a voluntary change-of-mind return within 30 calendar days after delivery.

After receiving our return instructions, the product must be dispatched within 14 calendar days.

The product must meet the voluntary-return condition requirements set out in this policy.

A 10% restocking fee applies to eligible US change-of-mind returns.

The customer is responsible for purchasing tracked return shipping.

For voluntary US change-of-mind returns:

  • Original outbound delivery charges are not refundable;
  • Premium delivery charges are not refundable;
  • Customer-purchased return postage is not refundable;
  • The 10% restocking fee will be deducted from the product refund.

The restocking fee and customer-paid return shipping do not apply where the product was faulty, damaged in transit, incorrect, materially misdescribed or otherwise non-conforming when supplied.

Applicable federal and state consumer protections remain unaffected.

9. Canada voluntary return policy

Customers receiving an order in Canada may request a voluntary change-of-mind return within 30 calendar days after delivery.

After receiving our return instructions, the product must be dispatched within 14 calendar days.

The product must meet the voluntary-return condition requirements set out in this policy.

A 10% restocking fee applies to eligible Canadian change-of-mind returns.

The customer is responsible for purchasing tracked return shipping.

Original outbound delivery charges and customer-purchased return postage are not refundable for a voluntary change-of-mind return.

The restocking fee does not apply to defective, damaged, incorrect, materially misdescribed or otherwise non-conforming goods.

Mandatory rights under federal or provincial consumer law remain unaffected, including rights arising from:

  • Legal warranties;
  • Missing required online-contract information;
  • Delivery failures;
  • Misleading descriptions;
  • Defective goods;
  • Other statutory cancellation rights.

Québec customers

A French version of this policy and the relevant contractual information should be made available to Québec customers at:

Where Québec law provides a statutory cancellation or reimbursement right, that statutory right takes precedence.

A 10% restocking fee will not be applied where Québec law requires a full statutory reimbursement.

10. Mexico return and revocation rights

Customers receiving an order in Mexico may request a return within 14 calendar days after delivery under our commercial return policy.

No restocking fee applies to Mexican returns made within this period.

For a non-faulty change-of-mind return, the customer is responsible for:

  • Tracked return shipping;
  • Reasonable return-insurance costs where appropriate.

Mexican mandatory distance-selling revocation rights continue to apply and take precedence over any inconsistent provision of this policy.

The product must be returned with reasonable care and with all originally supplied components.

Mandatory rights relating to defective, damaged, incorrect or non-conforming goods remain unaffected.

11. Australia and New Zealand voluntary return policy

Customers receiving an order in Australia or New Zealand may request a voluntary change-of-mind return within 30 calendar days after delivery.

After receiving our return instructions, the product must be dispatched within 14 calendar days.

The product must meet the voluntary-return condition requirements set out in this policy.

A 10% restocking fee applies to eligible Australian and New Zealand change-of-mind returns.

The customer is responsible for purchasing tracked return shipping.

Original outbound delivery charges and customer-purchased return postage are not refundable for a voluntary change-of-mind return.

This commercial policy is additional to mandatory rights under the Australian Consumer Law and the New Zealand Consumer Guarantees Act.

No restocking fee or customer return-shipping charge will be applied where doing so would unlawfully restrict a mandatory remedy for goods that are:

  • Faulty;
  • Unsafe;
  • Materially different from their description;
  • Not of acceptable quality;
  • Not fit for purpose;
  • Otherwise non-conforming.

12. Other destinations

Unless a longer period is required by applicable law or a different market-specific policy was clearly disclosed before purchase, customers in other destinations may request a return within 14 calendar days after delivery.

After receiving our return instructions, the product must normally be dispatched within 14 calendar days.

No restocking fee applies under our default Rest-of-World policy.

The customer is responsible for change-of-mind return shipping.

Mandatory consumer rights in the delivery destination always take precedence.

13. The 10% restocking fee

The 10% restocking fee applies only to eligible voluntary change-of-mind returns delivered to:

  • The United States;
  • Canada;
  • Australia;
  • New Zealand.

The fee is calculated on the product price actually paid after discounts, excluding:

  • Original outbound delivery charges;
  • Taxes;
  • Duties;
  • Customer-purchased return shipping.

The fee reflects the inspection, compatibility checking, testing, repackaging, inventory processing and accounting work required before a returned product can be considered for resale.

The restocking fee does not apply:

  • To valid UK statutory cancellations;
  • To valid EU or EEA statutory withdrawals;
  • To Mexican returns within the applicable return period;
  • Where a product was faulty;
  • Where a product was damaged in transit;
  • Where an incorrect product was supplied;
  • Where a product was materially misdescribed;
  • Where our compatibility information was inaccurate;
  • Where an order was successfully cancelled before fulfilment;
  • Where we expressly waive the fee;
  • Where applicable law prohibits or restricts the fee.

The restocking fee is separate from customer-paid return postage.

A used, damaged, modified or incomplete product may be ineligible for a voluntary return even where the customer is willing to pay the restocking fee.

14. Faulty, damaged, incorrect or misdescribed products

Please inspect your order after delivery and contact us as soon as reasonably possible if:

  • The parcel or product arrived damaged;
  • You received the wrong product;
  • Parts or accessories are missing;
  • The product appears defective;
  • The product does not materially match its description;
  • The stated camera compatibility appears inaccurate.

Please provide:

  • Your order number;
  • A description of the problem;
  • Photographs or video where reasonably possible;
  • Photographs of the external parcel and packaging where transit damage is involved.

These materials help us investigate the issue and make an appropriate claim against a carrier or supplier.

A reasonable request for evidence does not remove or reduce your mandatory rights.

For a confirmed faulty, damaged, incorrect or misdescribed product:

  • No restocking fee will apply;
  • We will provide a prepaid return method or reimburse reasonable return costs;
  • We will provide the remedy required by applicable law.

Depending on the jurisdiction and circumstances, the remedy may include:

  • Repair;
  • Replacement;
  • Price reduction;
  • Refund.

Failure to report a problem immediately does not, by itself, remove a mandatory consumer right.

15. Camera compatibility and installation

Please check the exact camera manufacturer, model, version and compatibility information stated on the product page before ordering.

Similar-looking camera bodies may have different:

  • Dimensions;
  • Controls;
  • Ports;
  • Screens;
  • Battery doors;
  • Mounting points.

Where the product listing accurately identifies compatible equipment but the customer orders the product for a different camera model or version, the return will be treated as a change-of-mind or customer compatibility return.

In that situation:

  • UK, EU, EEA and Mexican rules apply without a restocking fee;
  • Eligible US, Canadian, Australian and New Zealand returns are subject to the 10% restocking fee;
  • The customer is responsible for change-of-mind return postage.

Where we supplied the wrong product or published inaccurate compatibility information:

  • No restocking fee will apply;
  • We will bear reasonable return costs;
  • The matter will be handled as an incorrect or misdescribed-product claim.

Products should never be forced into position.

Damage caused by the following is not treated as an inherent product defect to the extent that the damage was caused by the customer’s conduct:

  • Forced installation;
  • Overtightening;
  • Cross-threading;
  • Drilling;
  • Filing;
  • Cutting;
  • Repainting;
  • Adhesives;
  • Unauthorised modification;
  • Failure to follow installation instructions.

16. Products excluded from change-of-mind returns

To the extent permitted by applicable law, the voluntary change-of-mind policy may not apply to:

  • Products made to the customer’s individual specifications;
  • Clearly personalised products;
  • Engraved products;
  • Products permanently altered at the customer’s request;
  • Digital gift cards;
  • Products clearly identified before purchase as non-returnable where local law permits the exclusion.

These exclusions do not apply where a product was faulty, damaged, incorrect or materially misdescribed when supplied, or where mandatory law requires a remedy.

Sale, promotional and discounted products are not automatically final sale. Unless a lawful and clearly disclosed exception applies, they follow the same regional return and statutory-right provisions as full-price products.

17. Product sets, kits and bundles

A product sold as a complete set, kit or bundle must be returned with all originally supplied components, including:

  • Screws;
  • Tools;
  • Handles;
  • Straps;
  • Adapters;
  • Plates;
  • Fittings;
  • Protective materials;
  • Retail packaging.

Missing components may:

  • Make a voluntary return ineligible; or
  • Result in an evidence-based diminished-value deduction where applicable law permits.

Where separate products were purchased under a bundle discount and only part of the bundle is returned, the refund may be recalculated to reflect:

  • The normal price of the products retained;
  • Any bundle discount that no longer applies.

Any recalculation will be made only where permitted by law and clearly disclosed as part of the promotion.

18. Return shipping and packaging

For a non-faulty change-of-mind return, the customer is responsible for the direct cost of return shipping.

Please:

  • Use a tracked service;
  • Use adequate transit insurance for higher-value products;
  • Retain proof of posting and tracking information;
  • Package the product securely;
  • Include your order number or return reference inside the parcel;
  • Follow any customs instructions supplied by us.

Where we provide a prepaid return label for convenience on a customer-paid change-of-mind return, the actual label cost may be deducted from the refund where:

  • Applicable law permits;
  • The cost is disclosed before the return is completed.

Do not send parcels:

  • Cash on delivery;
  • With charges payable by the recipient;
  • To the registered office without express authorisation.

For international returns, the parcel should be declared accurately as returned goods.

Customs, brokerage, storage or carrier charges caused by an inaccurate declaration or failure to follow return instructions may be deducted from the refund where permitted by law.

19. Refused, unclaimed and undeliverable parcels

Refusing delivery does not automatically complete a cancellation or return request.

Please notify us through the returns portal or by email if you no longer wish to receive an order.

Where a parcel is returned because:

  • The customer supplied an incorrect or incomplete address;
  • The parcel was not collected;
  • Delivery was refused for a non-fault reason;
  • Import duties or local charges were declined;

the order may be treated as a change-of-mind return.

Actual return-to-sender, customs, storage and carrier charges may be deducted from the refund where permitted by law.

The 10% restocking fee may also apply to eligible US, Canadian, Australian and New Zealand orders.

No restocking fee applies to UK, EU, EEA or Mexican orders.

Nothing in this section limits statutory rights where delivery failed because of an error by us or our appointed carrier.

20. Refunds

Refunds are made to the original payment method unless:

  • Applicable law requires otherwise;
  • The original method is no longer technically available;
  • You expressly agree to another lawful method.

UK statutory refunds

UK statutory cancellation refunds will be made within the applicable legal period.

We may withhold the refund until the goods or evidence of return are received.

EU and EEA statutory refunds

EU and EEA statutory withdrawal refunds will be made without undue delay and within the applicable legal period.

We may withhold the refund until the goods or evidence of return are received.

Other eligible refunds

For eligible voluntary returns outside the UK, EU and EEA statutory framework, we will normally initiate the refund within seven business days after:

  • Receiving the returned product;
  • Inspecting it;
  • Confirming that it meets the applicable return conditions;
  • Receiving sufficient information to process the refund.

The applicable 10% restocking fee will be deducted from eligible US, Canadian, Australian and New Zealand change-of-mind refunds.

Your bank, card issuer or payment provider may require additional time to display the refund after we have processed it.

21. Delivery charges, duties, taxes and currency conversion

For complete UK, EU and EEA statutory cancellations, we will refund the cost of our least expensive standard outbound delivery option.

Premium, express or expedited delivery upgrades are not refundable.

For voluntary US, Canadian, Australian, New Zealand and other-market returns, original outbound delivery charges are not refundable unless required by law.

Where only part of an order is returned, the original delivery charge is not normally refundable unless applicable law requires otherwise.

Import duties, brokerage charges and taxes paid directly to a customs authority, carrier or third party may need to be reclaimed from that authority or third party.

Where duties or taxes were collected directly by us and must legally be refunded, they will be included in the applicable refund.

Refunds are processed in the original transaction currency.

Exchange-rate movements and currency-conversion charges independently applied by banks or payment providers are outside our control.

22. Exchanges

For a change-of-mind exchange, the fastest and clearest process is normally to:

  1. Return the original product under the applicable regional rules.
  2. Place a separate order for the replacement product.

The original return remains subject to any applicable restocking fee and return-shipping responsibility.

This process does not restrict a statutory right to request repair or replacement where a product is faulty, incorrect or non-conforming.

23. Return verification and abuse

Returned products may be inspected to confirm that:

  • The product matches the original order;
  • Any serial number or identifying mark matches our records;
  • All components are present;
  • The stated return reason is accurate;
  • The product has not been substituted or deliberately damaged.

Subject to applicable law, we may decline a voluntary return where the parcel contains:

  • A substituted product;
  • A counterfeit product;
  • A materially different product;
  • A deliberately damaged product;
  • An incomplete product;
  • An empty parcel.

Suspected return fraud, payment fraud or deliberate product substitution may be reported to the relevant payment provider, marketplace, carrier or authority.

This section does not permit us to refuse a legitimate statutory remedy.

24. Model cancellation and withdrawal form

You may use the form below to notify us of a UK, EU or EEA cancellation or withdrawal. Use of this form is optional.

To:

CRESTAVERA LIMITED
Suite 8, The Monument
45–47 Monument Hill
Weybridge
Surrey KT13 8RN
United Kingdom

Email: info@aetheldesign.com

I/We hereby give notice that I/We cancel or withdraw from my/our contract of sale for the following goods:

Description of goods:

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Customer email:

Signature:
Required only where this form is submitted on paper

Date:
INSERT

Important: The registered office above may receive a written cancellation notice but is not a product returns address. Please wait for the correct return address before sending the product.

25. Contact us

For return, cancellation or refund questions, contact:

CRESTAVERA LIMITED
Email: info@aetheldesign.com
Telephone: +44 7534 046773