RETURNS & EXCHANGES
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return or exchange from the date marked as "delivered" by the courier/tracking.
Please check that you have received all the correct item(s) before unwrapping your products. You will need to film a full unedited Unboxing Video from beginning to the end, checking the product condition immediately upon receipt of your order and contact us at critsandbitsaus@gmail.com.
If you receive a damaged, defective, incorrect item(s) or missing item(s), you need to email us within 7 days of the order marked as "delivered" by the courier/tracking. You will need to email us with your; First Name, Last Name, Order Number, Email Address/Phone Number (Same as your Order), Explanation of Issue, Unboxing Video**, and Preference of Resolution (Full/Partial Refund, Exchange or Replacement of Item(s)). For damaged/defective/incorrect item(s), our team will review your Unboxing Video and once you are approved for return/exchange, our team will instruct you with details for the return/exchange and will respond in the form of your requested resolution preference. For missing items, we will review the Unboxing Video and send a new shipment as soon as possible or issue a full refund (if the item is out-of-stock).
**Unboxing Video is a standard requirement for all merchandise enquiries. A proper Unboxing Video records the package that you received and the contents inside from the beginning to the end UNEDITED from the moment you open the box/satchel and unwrap each item, to the point where you can point out the missing item(s) (eg. items that should have been received), incorrect item(s), damaged or defective item(s). Please be aware that we will not be able to assist you unless an Unboxing Video is received.
Please see Australia Consumer Law for terms and conditions: https://www.fairtrading.nsw.gov.au/ To start a return, you can contact us at
critsandbitsaus@gmail.com. If your return is accepted, we will send you instructions on how and where to send your package. You will need to pay for the return postage cost of the product. Items sent back to us without first requesting a return will not be accepted.
Hassle-Free Returns
Original shipping charges are non-refundable.
For any "change of mind" returns - you may return any item in original condition that has not been opened (taken out of the original manufacturer's plastic wrap) for a refund if it is returned to us within 7 days of the order being marked as "delivered" by the courier. As this is a personal decision, you will be responsible for the return shipping charges.
We will inspect your return within 7 business days of receiving this, and will process your refund after we have deemed your item(s) are still in the original condition. For any returns please email your Name, Address, Order Number and Date of Purchase to critsandbitsaus@gmail.com.
Please refer to the Australian Consumer Law website for terms and conditions for returns for 'change of mind' and 'faulty or damaged goods'. Please note that original shipping charges, import duties or taxes are non-refundable. Await notification as to whether your return has been authorised. You will receive email notification of this with further instructions on completing your return. If your return has been authorised please send your parcel back to the address below following the same format. Please ensure that you either print a copy of your Return Authorisation email or clearly mark your parcel with your Return Authorisation Number so that we know the parcel is yours when we receive it. We suggest using a traceable shipping service to return your goods.
We are not responsible for duties or taxes or any other fees when sending back to us. Please write your order # on the outside of the package. You will receive your Store credit once your return has been processed and approved. This may take up to 7 business days.
Store Credit
Store Credit cannot be transferred to another person or account. Store Credit may be used to purchase gift cards to our store. Any purchase amounts that exceed the value of the Store Credit will require an additional method of payment for the remaining balance due. Store credit is provided in AUD dollars Your use of the Store Credit constitutes your agreement to our Terms of use.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
