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How does your "14-Day Risk Free Returns" policy works?
Crooze is committed to 100% customer satisfaction, our 14 day returns policy is simple and You are always welcome to return any unused merchandise in its original condition within 14 days from purchase for an exchange, credit, or a full refund (shipping and Merchant fees excluded).
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 14-day change of mind policy for products purchased through the Studio 19 Rental Programme.
14 Days means...
14 days means time for you to make the right choice! We don’t want you to make a rushed decision, the 14 day period starts for the delivered address of your items.
Where can I returns 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
Call our customer service team on 1300 936 399 and one of our team will send you the correct form to be completed in full before you send back your Item. Note we do not accept returns without the authorized documentation.
Once we receive your return, 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 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 shipping back to us at your conviencance through your local postal of shipping provider.
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.
- Please note, you will be refunded using the same method as original payment. I.e Credit Card, PayPal , Humm and Zip Pay.
- Please also note shipping costs in your original purchase will not be refunded.
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 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.
The product is defective. Can you replace it?
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.
Are your bikes, scooters and other gear covered by 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
Am I eligible for the 6 months free maintenance?
This is in the Crooze Bundall and Broadbeach stores only and is for basic checking or adjusting of brakes, gears, seat and control settings. Does not include puncture repairs, cleaning or oil/lube work.
Please call 1300 936 399 prior to returning to the store, or email us at firstname.lastname@example.org.