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.

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. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
* Gift cards
* Downloadable software products
* 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)
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* 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

Damage and Defaults

Any damage found on your purchase must be reported within 24 hours of receipt of delivery via email to david@customcrutches.co.uk 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 a certain amount of days.

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 david@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 david@customcrutches.co.uk to discuss your options and send your item to: 25 Wellington Park Mews, Moira, BT67 0UQ, United Kingdom.

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.

Shipping

To return your product, you should mail your product to: 25 Wellington Park Mews, Moira, BT67 0UQ, United Kingdom.

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.