Terms and Conditions UK and EU:

Returns and Refunds

Returns Policy

We hope you will be completely happy with your CoolCrutches. Under the distance selling regulations, you have a right to cancel your order for anything bought on the website within 7 days for a refund. To cancel your order, please email clare@coolcrutches.com or write to Pick Pack Dispatch Ltd, Unit 6 Mead Park, Thorpe Mead, Banbury, OXON, OX16 4RY, quoting your order number. Items should be returned to Pick Pack Despatch Ltd, Unit 6 Mead Park, Thorpe Mead, Banbury, OXON, OX16 4RY, in the original packaging together with the receipt. We will confirm receipt of email cancellations.

It is your responsibility to cover postage costs for returns. You should ensure that your CoolCrutches are fully insured as normal proof of posting does not cover goods that are lost/damaged in transit. We recommend the Royal Mail Guaranteed next day delivery service which gives adequate insurance cover.

A full refund will be paid by to your card online (less postage/packing and processing fees), as long as the goods are returned within 7 working days of receipt, and still in the sealed clear plastic bag.

All returns must be notified to us in writing (by email) within the 7 day cooling off period, quoting your order number to clare@coolcrutches.com or The Lower House, Maugersbury, Cheltenham, Glos, GL54 1HR.

Items should be returned in their packaging in their box to:

Pick Pack Despatch Ltd
Unit 6 Mead Park
Thorpe Mead
Banbury
OXON
OX16 4RY

Lost or Damaged Goods

We cannot refund or exchange crutches that arrive back damaged or are lost in the post. Please reuse the original packaging, if possible, when returning, or make sure goods are properly packaged to prevent damage. Always obtain proof of posting as claims can then be made against the post office for loss or damage.

If you would like to exchange the crutches because the colour was not as expected, please mark clearly which colour you would like as a replacement. We can only refund or exchange crutches that are returned to us with the order number which you will find on your confirmation/invoice. CoolCrutches warrants that the crutches are free from defects at the time of despatch.

We aim to get your crutches to you as soon as possible but cannot accept any liability if the crutches are late due to unforeseen courier problems. We will not accept liability or non-delivery when this is caused by circumstance beyond our control.

Please note that CoolCrutches will not be held responsible for any misuse of your crutches and any subsequent damage.