Returns Policy

RETURNS POLICY

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

We hope that the product you receive meets your requirements completely but in the unlikely event of wanting to return an item, the following information applies.
Custom Crutches offer a 14 Days (Calendar Days) cooling off period in which customers can inspect the goods and determine suitability.

To exercise this right, you should contact us at returns@customcrutches.co.uk.

Your statutory rights are not affected.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We regretfully cannot accept returns which are damaged in transit and so strongly recommend you use a tracked and insured delivery service for all returns as this provides adequate insurance cover for loss or damage in transit.

Several types of goods are exempt from being returned, this includes custom made or made to order products including SideStix. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

*Postage costs and all associated costs including packaging, insurance, import duty and any other associated taxes

* Gift cards

* Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 14 days after delivery. A de-contamination certification fee of £45+VAT is applicable to all crutches that have been in your possession for over 14 days.

Bespoke and personalised items, including SideStix crutches are non-refundable due to the bespoke nature of these products and are excluded from the 14 day return policy. Any quality issues will be directed to the manufacturer.

Damage and Defaults

Any damage found on your purchase must be reported within 24 hours of receipt of delivery via email to otherwise we must assume that the damage has occurred through user error. Upon receipt please ensure you inspect your items carefully as defects or damage reported outside of this will be the responsibility of the user. Due to the nature of their use we cannot accept responsibility for defective or damaged goods as we are unable to determine the end users usage, ability and skills whilst on crutches.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-5 working days, excluding bank holidays and public holidays.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@customcrutches.co.uk.

Exchanges (if applicable)

We will accept returns within 14 days as long as the crutches are unused and as delivered to you. If you need to exchange it for a different item, send us an email at returns@customcrutches.co.uk to discuss your options and send your items to the return address provided in your documents envelope included with your purchase.

Shipping

To return your product, you should mail your product using the enclosed return slip and details included in your documents pack included with every sale.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and will not accept any returns damaged in transit.

General warranty terms

If an item is faulty, please work with us as we will need to establish proof of purchase and to ascertain whether an item is faulty or whether it has failed due to misuse. Following the Consumer Rights Act 2015, if a fault occurs within 30 calendar days of delivery, then that item can be returned for a choice of a refund, repair or replacement. From 30 days to 6 months from delivery, any faulty item can be returned for a repair or replacement so long as the fault lies with the product rather than any misuse. If we have already repaired or replaced and the item becomes faulty again, then you can claim a refund or a price reduction should you wish to keep the item. After six months, the onus is on the customer to “prove” that the product is faulty. In any case, if we cannot agree on the cause of the fault, we may wish to obtain a second opinion – for example, from the manufacturer or an independent expert. Where an independent expert is to be used we will seek to agree to this in writing with the customer.

Exceptions to warranty:

A consumer cannot claim for defects that are brought to their attention before the sale, or if the consumer examines the goods before purchase and any defects should have been obvious
A consumer cannot claim for damage they cause or if they simply change their mind about wanting the goods
Neither can a consumer claim if they chose the product themselves for a purpose that is neither obvious nor made known to Custom Crutches and they then find that the item is simply unsuitable for that purpose. For example, if a consumer buys a stand aid and breaks it attempting to use it as a hoist, they cannot make a claim unless the trader told him it would be suitable for using as a hoist
A consumer has no rights to claim for faults that appear as a result of fair wear and tear