Terms & Conditions

Terms and Conditions UK and EU:

Law and Jurisdiction

This website is controlled and operated in the United Kingdom.  Every purchase you make shall be deemed performed in England and Wales.  The Conditions and any contract brought into being as a result of usage of this website will be governed by the laws of England and Wales and you irrevocably agree to submit to the exclusive jurisdiction of the courts of England and Wales.

Data protection

The Information Commissioner’s Office is the UK’s independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals.  We are registered with the ICO which means we have done all that we can to protect our customers.  For more information, please visit the ICO website.

SSL certificate

We have an SSL certificate which prevents any data from being spied upon through the internet, because the information is encrypted and cannot be read.


These General Terms and Conditions of Sale apply to any order you place through www.coolcrutches.com as a consumer. If you are placing an order on behalf of an organisation in a professional/business capacity the following terms and conditions do not apply. Instead our trade terms and conditions apply, please contact customerservice@coolcrutches.com for more information on these.

You must read these General Terms and Conditions of Sale carefully. By placing an order through the Website, you confirm that you have read, understood and agree to these General Terms and Conditions of Sale in their entirety.

If you do not agree to these General Terms and Conditions of Sale in their entirety, you must not order any product or service through the Website.

Should you have any questions on our terms and conditions as detailed below please contact Customer Service.

Opening an account and placing an order

When placing an order with us you may register an account with us and provide us with some compulsory personal information or order as a “guest” without registering an account. Please see our privacy policy for more information on how any personal information that you do provide will be used.

You confirm that all information and details provided by you to us (including on registration) are true, accurate and up to date in all respects and at all times. You can update or correct your details at any time by going to Your Account.

Acceptance of your order

Please note that completion of the online checkout process does not constitute our acceptance of your offer to purchase products from us. Our acceptance of your order will take place only when we despatch the product(s) that you ordered from us.

We will notify you by email as soon as possible to acknowledge that we have received and are processing your order.


Prices shown are for delivery only to specified destinations. We reserve the right to change prices without prior notice at any time. Prices charged will be those in force at the date of the Customer's order.

Value Added Tax

VAT will be charged at the prevailing rate on all applicable products. Our website prices are shown as both excluding VAT (where applicable) and including VAT.

Members of the public with chronic illness or disability may be subject to VAT relief. Relief claims can be declared during the account registration process, on the shopping basket and check out page of our website or in writing if placing your order via post. Please contact Customer Service for further information. Claims for VAT relief cannot be taken over the telephone. 

We regret VAT cannot be credited at a later date if the required VAT relief declaration is not received at time of ordering.


During the checkout process, you will be asked to enter your payment details. By completing your payment details you confirm that the credit or debit card being used is yours. All fields indicated as compulsory must be completed. All card payments are subject to authorisation by your card issuer. Payment must be made at time of ordering by credit/debit card or PayPal. If you choose to pay using Klarna, please note you are subject to their terms and conditions, for more information please read Klarna Terms & Conditions.


Goods contained on this website are offered subject to availability.

Delivery will be to the UK or International address specified in your order. If no one is available at a residential address at the time of delivery, a note will be left to advise whether your order has been left in a safe place e.g. with a neighbour, or returned to depot.

For UK orders placed with a value below £100 excluding VAT, we make a Standard Delivery Cost of £4.95 or Next Day Delivery cost of £8.95 for each order (but see note below). Free delivery applies when you spend £100 (exclusive of VAT and including discounts) or more online in a single order delivered to a single UK address (see note below).

Please note: Some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain are not covered by our Standard Delivery Cost or Free Delivery. The additional delivery charge will be calculated during checkout based on the delivery postcode provided.

Under normal circumstances all goods on your order will be despatched in full within 48 hours. If an item is out of stock we will advise you by email or phone and endeavour to supply the item as soon as possible. Alternatively, we may supply a near equivalent item or ask you to re-order. If you have any queries on the above do not hesitate to contact Customer Service.

All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order.

Notice of damage, defect, non-delivery, or incorrect delivery

You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must inform us (by contacting Customer Service by phone or email) within 7 days of your delivery, or within 30 days if the goods are faulty - quoting your customer number and the delivery note number.

We reserve the right to inspect any product reported as faulty before refund or replacement.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) (“CCR”) you have a right to cancel all or part of your contract at any time up to 14 days after the day on which you receive the goods, without giving any reason. With us, you have 30 calendar days to return your order. Please see our returns policy for more information on this.

Your right to cancellation does not apply to goods made to your specification, including Design Your Own Crutches and Design Your Own Walking Sticks.

In the event of a cancellation you will have to bear the direct cost of returning the goods. You can choose to return the goods yourself (after advising cancellation) or arrange for Cool Crutches & Walking Sticks to collect the goods (when advising cancellation).

If you choose to return any items to us, you must do so within 30 calendar days of receiving the item. We will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service (i.e. tracked and insured). If products returned directly by you are lost or damaged in transit, we reserve the right not to refund any amounts attributable to such loss or damage. If you are returning items we must be notified before return. The address of our distribution centre for returns is:

Pick Pack Despatch

Unit 8 Wates Way

The Acre Estate


OX16 3TS


On receipt of returned goods, Cool Crutches will reimburse you within 14 days. Any paid delivery charge will be included in your refund. Please note the delivery charge refund will be to the value of Standard Delivery Cost (any additional delivery costs paid for e.g. urgent delivery will not be refunded). You must take reasonable care of the goods while in your possession and we reserve the right to reduce the value of the refund if returned goods show evidence of use beyond the handling necessary to see whether the goods are as expected.

Any refunds given by us will be made to the debit/credit card account, PayPal Account or Klarna (as applicable) provided when you placed your order. We may need to contact you for your credit card details in order to make the refund.

Where we deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can arrange for us to collect the goods (or return the goods to us).

This is not intended to be a full statement of all your rights under the CCR. Full details of your rights under the CCR are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Product descriptions

We have taken reasonable precautions to try to ensure that prices quoted on the Website are correct and that all products have been fairly described. However, when ordering products through the Website, please note that:

  • Orders will only be accepted if there are no material errors in the description of the goods or services or their prices as advertised on this Website
  • All prices are displayed in pounds sterling
  • Packaging may vary from that shown on the Website
  • While we try to display the colours of our products accurately on the Website, the actual colours you see will depend on your monitor and we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery
  • All measurements and dimensions given are for guidance only and may vary within a tolerance of plus or minus 5%
  • All items are subject to availability. We will inform you as soon as possible if the product(s) or service(s) you have ordered are not available and we may offer alternative product(s) or service(s) of equal or higher quality and value. Any alternative products supplied will be covered by the same Right to Cancel as above

Product guarantees

A standard 12 month guarantee (from the date of delivery) applies to all products.

Any products we supply to you will be of satisfactory quality when delivered and when used for purposes for which the goods of that type are ordinarily used (in accordance with User Instructions where supplied). The company will not be liable for any defect in the Goods arising from fair wear and tear, willful damage, accident, negligence or use other than that intended.

If any goods do not conform to that warranty and where we are notified within 12 months of the delivery date, the company will, at its option, either replace goods found not to conform to the warranty, or bring goods into merchantable quality, or take back the goods found not to conform to the warranty and refund the appropriate part of the purchase price. We reserve the right to inspect the product before refund or replacement.

If the product becomes faulty in the first 30 days you can (as specified by the Consumer Rights Act 2015) reject the item for a refund rather than receive a replacement or repair. We reserve the right to inspect the product before refund or replacement.

Goods will only be collected from the delivery address.

You have certain rights as a consumer, including legal rights relating to faulty or misdescribed goods. For further information about your legal rights in the UK, contact your local authority Trading Standards Department or Citizen’s Advice Bureau. Nothing in these General Terms and Conditions will affect these legal rights and, in particular, we will perform our obligations under these General Terms and Conditions with reasonable care and skill.

Customer Service

For the purposes of internal training we will from time to time monitor and record customer telephone communications. Confidentiality for our customers is assured at all times.


Should the customer wish to formally complain, they should write to the Customer Service Manager by emailing customerservice@coolcrutches.com or by post to: 

Cool Crutches Limited,
The Lower House,
GL54 1HR

The complaint will be promptly acknowledged and should the complaint not be resolved within five working days the company will provide regular feedback until full resolution.


There are certain liabilities which we cannot exclude by law and nothing in these General Terms and Conditions limits our liability for personal injury or death caused by our negligence or for fraud.

We are only responsible for losses that are a natural, foreseeable consequence of our breach of these General Terms and Conditions. We will not be liable to you if we are prevented or delayed from complying with our obligations under these General Terms and Conditions by anything you (or anyone acting on your behalf) does or fails to do.

You must follow any advice we give you to keep products we supply to you safe (including any instructions or product manuals provided with the products). We cannot accept liability for damage to products we have supplied which is caused by your failure to follow this advice.

Assignment, waiver, and third party rights

We may update or amend these General Terms and Conditions of Sale from time to time to comply with law or to meet our changing business requirements without notice to you. Any updates or amendments will be posted on the Website.

You may not assign or sub-contract any of your rights or obligations under these General Terms and Conditions of Sale to any third party unless we agree in writing.

If any of these General Terms and Conditions of Sale are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of these General Terms and Conditions of Sale shall remain in full force and effect.

Only you and we shall be entitled to enforce these Terms of Sale. No third party shall be entitled to enforce any of these Terms of Sale, whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.

These General Terms and Conditions of Sale are governed by the laws of England and Wales. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings you must do this within the United Kingdom.

Website promotions

We reserve the right to remove any promotion on the http://www.coolcrutches.com/ website at any time and with prior notice.

Maximum 1 order discount per person. Anyone trying to circumvent this rule by using alternative details, bulk quantities made from trade, consumer groups or third parties will not be accepted. If it becomes apparent that an order is being made by any of these users or any automated means, that order will be disqualified from the promotional activity and cancelled.

Some products that require an assessment or that are fulfilled by a 3rd party are exempt from price promotions unless specifically stated otherwise.

10% off no minimum spend first order
The correct discount code must be entered at the basket page to redeem. Excludes delivery cost. 

The offer cannot be used in conjunction with any other discount codes and the discount code can only be used once. This offer is not available on products that require an assessment or that are fulfilled by a 3rd party.

We reserve the right to withdraw the offer without prior notice. All orders subject to availability.

Mobile Terms of Service

Cool Crutches

Last updated: March 22, 2022

The Cool Crutches mobile message service (the "Service") is operated by Cool Crutches (“Cool Crutches”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Cool Crutches’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Cool Crutches through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Cool Crutches. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to C Crutches or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Cool Crutches mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to C Crutches or email amelia@coolcrutches.com.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.

VAT Number: 897147080
UK Registered Company Number: 5944498