Returns and Refunds | Crooze Australia

Crooze is committed to 100% customer satisfaction, our 30-day returns policy is simple and you are always welcome to return any unused merchandise in its original condition within 30 days from purchase for an exchange, credit, or a full refund (shipping and merchant fees excluded).

Unused merchandise in its original condition means: Unopened, uninstalled, in its box/packaging as it was brand new, so that it can return to our shelf and be sold to another customer as it was sold to you. Scooters, Bikes and Skateboards are NOT ridden.

All you need to do is return your items to us, in original condition, for an exchange, store credit or refund.

Please note we do not offer the 30-day change of mind policy for products purchased through the Studio 19 Rental Programme.

We do not offer change of mind returns on e-bikes

30 Days means...

30 days means time for you to make the right choice! We don’t want you to make a rushed decision, the 30-day period starts for the delivered address of your items.

Where can I return my purchase?

Whether you made your purchase online or in one of our retail stores, we want to ensure that returning a product is easy and stress free. You can return a product either back to our online warehouse or in any Crooze Retail Store for an exchange, credit or refund.

Returning an item to the online warehouse

Fill out the form to request a return, exchange or refund before you send your item back. Note we do not accept returns without the authorized documentation.

Once we receive your return, our staff will examine the product for any damage. If the product passes the examination, we will issue a refund within 3 business days. The refund is issued back to the same method of payment on which your original order was placed.

RETURNS AND REFUNDS FORM

Returns address and shipping details

Option 1: We can arrange a courier to pick up the items from your location. We will then charge your credit card the fulling shipping amount. Please let our customer service team know if you wish to arrange this. 

Option 2: You can arrange the shipping back to us through your local postal of shipping provider. Please make sure the product is well packed and protected from any damage during transit, and note that it's your responsibility to pay for any return shipping costs.

We will gladly exchange your product(s) bought in-store or online at any of our Crooze Stores across Australia. 

• Please have your original order number / receipt with you when going into the store. You will be able to return your items for an exchange, credit or refund.
• You will be refunded using the same method as original payment. I.e Credit Card, PayPal , Humm and Zip Pay.
• Please note shipping costs in your original purchase will not be refunded, and return shipping costs are paid by the buyer.

Transactional costs

Due to the associated transactional costs from the use of Afterpay and Zip Money, any order cancelled using either payment method will attract a 6% processing fee. Swapping to another product with Crooze will not attract any cancellation fee 

When will the refund be applied?

Upon receiving the item, Crooze will examine the product for any damanage and process the return within 48 hours. Once completed you will be advised of the return approval status. Once approved for refund your selected refund method will be processed.

We will replace items if the item has a major defect subject to manufacturers approval. If the item does not have a major defect we will opt to repair the item within a reasonable time as per the product warranty.

Many of our products come with a guarantee or warranty from the manufacturer, generally 12 months. In addition, they come with guarantees that cannot be excluded under the Australian Consumer Law.

• You are entitled to have the goods repaired if the product fails.
• The goods need to be returned to our store at your expense.

Full details of your consumer rights may be found at www.consumerlaw.gov.au

All warranty enquiries regarding products faulty upon delivery or missing parts must be made within 30 days of receiving your order. If your claim is made outside these guidelines, we will not be able to accept your request.