Return & Refund Policy

Overview

At Cruploe, we aim to ensure a positive shopping experience for all customers.

If you are not satisfied with your purchase, you may request a return, refund, or exchange in accordance with the terms outlined in this policy and applicable Australian Consumer Law (ACL).

Please read this policy carefully before submitting a request.

Australian Consumer Rights

Our policy operates in addition to your rights under the Australian Consumer Law (ACL).

You are entitled to a refund, replacement, or repair if an item is:

• Faulty or defective
• Significantly different from its description
• Unsafe
• Not of acceptable quality

These rights cannot be excluded.

Return Eligibility (Change of Mind)

In addition to your legal rights, we accept change-of-mind returns within 30 days of delivery, provided that:

• The item is unused and unworn
• The item is in original condition
• All original packaging, tags, and accessories are included
• The item is not damaged, altered, or soiled
• Proof of purchase is provided

Items that do not meet these conditions may not be eligible for a return.

Non-Returnable Items

Unless required under Australian Consumer Law, the following items are generally not eligible for change-of-mind returns:

• Clearance or final sale items
• Gift cards
• Promotional or free items
• Items marked as non-returnable at purchase
• Items that show signs of use, damage, or misuse

Return Request Process

To request a return, please contact our customer support team before sending any item back.

Please include:

• Full name
• Order number
• Email address used for purchase
• Reason for return
• Photos (if item is faulty, damaged, or incorrect)

Once your request is reviewed, we will provide return instructions if approved.

Returns sent without prior approval may not be accepted.

Return Shipping Costs

Faulty, Damaged, or Incorrect Items

If the issue is confirmed to be our fault, we will cover reasonable return shipping costs or provide a prepaid return solution where applicable.

Change of Mind Returns

For change-of-mind returns:

• Customers are responsible for return shipping costs
• Original shipping fees (if applicable) are non-refundable unless required by law

Refunds

Inspection

Once the returned item is received, it will be inspected to confirm eligibility.

Inspection typically takes 2–5 business days after receipt.

Refund Processing

If approved, refunds will be issued to the original payment method.

Processing time is typically 3–10 business days, depending on your bank or payment provider.

Partial Refunds

Partial refunds may apply if:

• Items are returned used or damaged
• Parts, packaging, or accessories are missing
• The return does not meet eligibility requirements

Any deductions will be communicated before final processing.

Exchanges

Exchanges may be available within 30 days of delivery, subject to stock availability.

Exchanges are available if:

• The item is faulty or damaged
• The wrong item was received
• A different size or variation is available

If a replacement is unavailable, we may offer:

• A similar alternative product, or
• A refund in accordance with this policy

Cancellations

Before Shipment

Orders may be cancelled before dispatch and fully refunded.

After Shipment

Orders that have already been dispatched cannot be cancelled. They must follow the return process after delivery.

Refused or Undeliverable Orders

If a delivery is refused or returned due to incorrect address or failure to accept delivery:

• Shipping costs may not be refundable
• Return shipping fees may be deducted where applicable
• Additional costs may apply before reshipment

Lost or Missing Parcels

If your parcel is marked as delivered but cannot be located, please contact us promptly.

We will assist in reviewing carrier tracking information and help resolve the issue where possible.

Resolution depends on carrier confirmation and investigation outcomes.

Fraud Prevention

To protect customers and prevent misuse, we reserve the right to:

• Request additional verification information
• Refuse suspicious or abusive return requests
• Limit excessive return activity
• Reject fraudulent claims

Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

Cruploe

Email: [email protected]
Phone: +61 0438 295 979

Business Address:
139 Huntingdale Crescent
Placid Hills, Queensland 4343
Australia