Refund policy
Thank you for shopping with us! We desire you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Change of Mind Returns
We accept change of mind returns under the following conditions:
- The item is returned within 14 or 30 days of delivery
- The item is unused, in original condition, and in original packaging
- Proof of purchase is provided (e.g., order number or receipt)
Customers are responsible for the return shipping costs for change of mind returns. We recommend using a trackable shipping method.
Note: We reserve the right to reject a change of mind return if the item is not returned in its original condition.
Faulty, damaged or incorrect items
If you receive a faulty, damaged, or incorrect item, please contact notmycrutch@gmail.com within 7 days of receiving your order with
- Your order number
- A description of the issue
- Supporting photos if applicable
We will assess the issue and, if deemed a fault or error on our part, offer a replacement, refund, or store credit at no additional cost to you.
How to Return an Item
To request a return, please contact notmycrutch@gmail.com with your order details and reason for return. We will respond within 1-7 business days with further instructions.
Refunds
Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original method of payment within 5-14 business days.
Exclusions
Returns or refunds may not be available for:
- Sale or clearance items (unless faulty)
- Perishable or custom-made products
- Gift cards