Refunds & Returns
The following policy is offered by Crayons in addition to your statutory rights, to which you may be entitled under the Competition and Consumer Act 2010 and other applicable Australian consumer protection laws and regulations.
If you are not satisfied with your Crayons purchase, please CONTACT US upon the receipt of the product and we will always do our best to resolve any issues. We will need the name of the purchaser of the product or the order number so we can verify your purchase.
What if I receive the product from you and it is damaged?
In the situation where you have received a product and it is damaged in any way, firstly CONTACT US with the details of the problem. A photo or video of the issue helps us understand what is happening and can be easily sent from your phone. We may need to check the item ourselves, in which case we will send you a return label so that you do not incur shipping costs at this point. Once we have confirmed the problem, you have a choice (as per Australian Consumer Law) as follows:
1. We will send you a replacement product, provided we have more in stock or can source more, OR
2. We will provide a refund of the purchase price of the item (this does not include initial shipping costs if incurred), OR
3. You can opt to keep the damaged product provided we give you some form of compensation.
What if the product is not as described or is different from the product described on our site?
In the situation where you receive a product and it is not as described or is different in any way from what we have described on our site, please CONTACT US with the details of the problem. Again a photo or video of the issue helps us understand what is happening and can be easily sent from your phone. If we need to have the item returned to us, we will send you a return label so that you do not incur shipping costs at this point. Once we have confirmed the problem, you have a choice of one of the following:
1. We will send you a replacement product, provided we have more in stock or can source more, OR
2. We will provide a refund of the purchase price of the item (this does not include initial shipping costs if incurred).
What if I have changed my mind, or the child receiving the gift already has one of these?
We are parents giving gifts as well so we do understand that this can happen. We are happy to receive the product back and provide a credit or refund of the product, but we do need to attach some conditions:
1. You are responsible for returning the product to us (Unit 3C, 137-139 Silverwater Rd, Silverwater NSW 2128) & for ensuring it is fully protected against damage during transit. You can use the original packing if you still have it. Bubble wrap is often not protective enough of boxed items, courier satchels on their own are definitely not protective enough! Please include a note with your name, order number & reason for returning the product.
2. If the item is received in original condition (i.e. we are able to sell this to another customer) then we will provide a refund of the purchase price.
3. If the product arrives damaged in any way, and we are unable to re-sell the product, then we will be unable to provide a refund.
4. If the product is returned to us using an Australia Post Return to Sender label, we will deduct the cost of the return postage from the refund provided.
What if I have a product that has stopped working?
In the situation where you receive a product, enjoy using it for a while, but then it stops working, please CONTACT US and we can work with you & the supplier of the product to verify the warranty and where possible provide a replacement..
If I have paid by Afterpay will I receive a full refund?
If you have paid for your purchase with Afterpay, we reserve the right to deduct the merchant fee for this purchase from the refunded amount. In this situation Afterpay do not refund the merchant fee to us and consequently we need to pass this cost on to the purchaser.