---
title: "Returnable Samples: What They Are & How the Return Process Works"
description: "This article explains how Craster's returnable sample process works: what “returnable” means on an order, the return window, the condition items need to be in, who pays for return shipping, and what happens if a sample isn't sent back."
---
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# Returnable Samples: What They Are & How the Return Process Works
## Learn how Craster’s returnable sample process works, including return windows, item condition requirements, return shipping responsibilities, and what happens if a sample isn’t returned.
#### **In this guide**
1. [What counts as a “returnable sample”](https://distributor-support.craster.com/home/returnable-samples#What)
2. [The returnable sample journey](https://distributor-support.craster.com/home/returnable-samples#journey)
3. [Returning a sample](https://distributor-support.craster.com/home/returnable-samples#whattodo)
4. [Frequently asked questions ](https://distributor-support.craster.com/home/returnable-samples#FAQ)
5. [Related situations — not covered by this article ](https://distributor-support.craster.com/home/returnable-samples#related)
---
### **What counts as a “returnable sample” **
Craster provides samples to prospective and existing customers in three different ways. It’s important to understand the distinction, as the return requirements vary for each:
- **Returnable sample (RS)** — Provided free of charge on the understanding that it will be returned once the customer has finished reviewing it, for example after a showroom presentation, RFP, or site visit.
- **FOC (free of charge) sample (FS)** — Provided as a permanent gift, for example as a marketing contribution or for ongoing use in a showroom. It does not need to be returned unless the order states otherwise.
- **Billable sample (BS)** — Charged to the customer’s account in the same way as a standard order. It may still be returned for credit, provided it is unused and in resalable condition.
**Where to check which type an order is**
Check the Craster PO number. If it begins with **RS**, the order has been processed as a returnable sample and is eligible for a credit request once the sample has been returned.
---
### **The returnable sample journey **
1. **Order is placed** — via the Distributor Sample Request Form, a quote converted into a sample order, or a direct request to the account team.
2. **Craster confirms the order as returnable** — the order confirmation email outlines the return requirement and the 30-day return window.
3. **The sample is dispatched** — it is sent to the delivery address on the order using the same fulfilment process as a standard order.
4. **The customer reviews the sample** — typically in a showroom, during a client presentation, or at a site visit.
5. **The sample is returned within 30 days of receipt** — items should be returned in their original, resalable condition.
6. **Craster confirms the return** — once the sample has been received and checked, the return is completed and the order is closed.
---
### **Returning a sample — what do you need to do?**
1. **Contact** [**info@craster.com**](mailto:info@craster.com) to confirm the return address and request a Return Form (Return Authorisation).
2. **Include the Return Form and return label** provided by Craster with the products being returned.
3. **Repack the items securely**, using the original packaging wherever possible.
4. **Send us the tracking number** once the goods have been dispatched. This allows us to identify and track the return and close the order once it has been received.
---
### **Frequently asked questions **
#### **How long do I have to return it?**
30 days from the date of receipt, as stated on the order confirmation.
#### **What condition does it need to be in?**
Original condition, resaleable — i.e. as it arrived, undamaged, with no signs of use beyond a normal client presentation. If an item comes back damaged, Craster will need to charge for it.
#### **Who pays for the return shipping?**
The customer is responsible for the cost of returning the sample.
#### **What happens if it isn't returned in time?**
If the product is not returned within the 30-day window, the full cost is charged to the customer's account.
#### **Can changes still be made to the order once it's confirmed?**
No — as with any Craster order, the Purchase Order number, item codes and quantities, pricing, and delivery/billing address cannot be changed once the order has been released for packing. Flag any corrections within 24 hours of the confirmation email.
---
### **Related situations — not covered by this article **
- Requesting a sample in the first place — use the Distributor Sample Request Form or speak to your account manager. (Recommended refer to article “[How to request a sample](https://distributor-support.craster.com/home/sample-request?hsLang=en-gb)” note.)
- Billable samples returned for credit — same 30-day / resaleable-condition principle, but a credit note is issued rather than the order simply being closed.
- Faulty or damaged-in-transit samples — this is a product issue, not a return; see the Warranty / Case process instead.
---
**Need help?**
If you have any questions about the return process, our Customer Experience Team is happy to help at [info@craster.com](mailto:info@craster.com).
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