Return Instructions for Crustello Sensor

We understand that returning a product is never a pleasant experience. That is why we offer hassle-free shipping back to our factory. We handle DHL transportation and customs clearances for you. For that, we charge a small rate that covers the shipping costs. However, there are some packaging requirements that you, as a sender, have to comply with. Failure to do so will result in additional charges.

Important: What Can Be Returned

For Warranty Repairs

Only the sensor needs to be shipped to us for repair or replacement.

For Cancellation/Refund

Within the 14-day cancellation period, you must return the complete product in its original packaging, including both the bowl and sensor, along with all original accessories. Partial returns will not be accepted for refunds.

DHL Shipping Process

The Crustello team will provide you with a DHL waybill that you have to print. You have to contact your local DHL representative and arrange a courier pickup inline via their website.

For Sensor-Only Returns (Warranty Repairs)

It is very important to ask them for a Standard Flyer (Small Express Pack). Use it to package the returned item. It is also known as an A4 Envelope in some regions.

Do not use any other boxes or forms of packaging. Bubble wrap for protection is required. The provided waybill and shipping cost covers transportation in the Standard DHL Flyer only.

For Complete Product Returns (Cancellations/Refunds)

The bowl and sensor in their original packaging will not fit in the DHL Standard Flyer. In this case, stick the return waybill directly to the original Crustello product box and hand it to the DHL courier.

Online Pickup Request

You can also request a DHL courier pickup online via their website:

1. Select that you do not need to create a new label.
2. Enter the Crustello-provided waybill number.
3. Enter your phone number and pickup address.
4. For sensor-only returns: Make sure to check the "I need the courier to bring DHL packaging for this shipment" option, then select the Standard Flyer option.
5. For complete product returns: The courier will pick up your original package box with the waybill attached.

If DHL does not provide you with the necessary packaging, contact us immediately at support@crustello.com.

What to Include in Your Return

For Warranty Repair

• The sensor only
• Bubble wrap for protection (required)

For Cancellation/Refund

• The complete Crustello product (bowl + sensor)
• Original packaging box
• All original accessories
• All items must be in unused, resalable condition

Packaging Instructions

For Sensor-Only Returns (Warranty Repairs)

• Step 1

  Get the DHL Standard Flyer bag and your Crustello sensor.

  

• Step 2

  Wrap the sensor in bubble wrap. Ensure the device is adequately protected. Use enough bubble wrap to cushion the sensor but keep the package within the weight limit (500g/1.1lbs).

  

• Step 3

  Place the transport label (waybill) in the back pocket of the flyer.

  

• Step 4

  Put your bubble-wrapped Crustello sensor inside the flyer.

  

• Step 5

  Remove the peel from the adhesive strip on the flyer.

  

• Step 6

  Seal the flyer by pressing the adhesive strip closed.

  

• Step 7

  Verify the package is properly sealed and ready for pickup.

  

For Complete Product Returns (Cancellations/Refunds)

• Step 1

  Place the bowl, sensor, and all accessories back in the original Crustello packaging box.

  

• Step 2

  Ensure all items are in their original, unused condition.

• Step 3

  Stick the DHL waybill directly to the outside of the original package box, making sure the text and barcode are clearly visible.

  

• Step 4

  Verify the waybill is securely attached and the box is properly sealed.

  

• Step 5

  The package is ready for DHL courier pickup.

Important Weight & Size Requirements

For sensor-only returns: The final weight, including volumetric weight, of the packaging must not exceed 500g (1.1lbs).

For Proofing Kits/Bowls returns: The final weight (and volumetric weight), of the packaging must not exceed 1.610kg (3.55 lbs), and the dimensions must not exceed 23 × 24 × 15 cm (9" x 9.5" x 6").

For Starter Kits/Bowls returns: The final weight ( and volumetric weight), of the packaging must not exceed 700g (1.54 lbs), and the dimensions must not exceed 14 × 15 × 18 cm (5.5" x 6" x 7").

If the packaging exceeds the dimensions or weight mentioned above, we will charge you an additional cost for the transportation.

Processing Timeline

When we receive the device at our factory, we will examine it and determine whether it needs to be repaired or replaced. That usually takes around five business days. After that, we will arrange shipping back to you.

For cancellation/refund requests, processing will begin once we verify that all items have been returned in their original, unused condition.

Important Warnings

• Shipping to a Crustello-authorized repair center must be conducted exclusively through our designated courier: DHL.
• Do not ship products back to us using any other courier or shipping method. We may be unable to clear them from customs or receive them. Your products may end up lost or destroyed.
• The sensor must be wrapped in bubble wrap before being placed in the DHL flyer for sensor-only returns. Failure to do so may result in damage during transit, for which we cannot be held responsible.
• Any losses or damages that may occur during the shipping process are not our responsibility.
• RaceBox Motorsport LLC and its subsidiaries (including Crustello) cannot be held liable for any delays in shipping or repairing your item.

Multiple Device Returns

If you have more than 2 devices to return, please contact us before initiating the return process. We will provide you with specific instructions and appropriate shipping arrangements for multiple units.

For questions or assistance, please contact us via our contact form.