At Auscrown, customer satisfaction is important to us, so we have 14 day money back guarantee for change of mind returns. 

We consider any reasonable reason for exchanging or returning a product, and will gladly refund the order at the original product price or replace any faulty or damaged items.

We offer a straightforward return and refund policy:

Step 1: Letting us know

  • You must notify Auscrown within 14 days of receiving your items either by phone or email.
  • Explain the reason for the refund or repair.
  • Provide your purchase invoice number, your name, return address, email address and contact number.

Please do not return any items without getting in touch with Auscrown before doing so.

Step 2: Arranging returns

Once we’ve approved your return, either:

  • We can arrange a courier to pick up your item at your cost 
  • You can arrange your own return using Australian post or an alternate courier at your own cost.

Step 3: Refunds and repairs

Once we receive your returned item, we’ll inspect it for faults and either refund, replace or repair it accordingly. For change of mind, only the product cost will be refunded. 

We’ll send your product(s) back to you as soon as we can, standard delivery terms apply.

Return courier costs must be paid by the customer, this will be refunded if it's determined the fault is due to an incorrect item being dispatched, a manufacturing defect or transit damage.

Any refunds will be processed using the same method as used for payment.

Important points to note:

  • All items must be returned in the condition they were received (as new) including all original packaging. The product box must also be in as new condition, unmarked or ripped. 
     
  • If your item is damaged by misuse your warranty will be voided.
     
  • Physical damage to products to be reported within 14 days of receipt, it must not be installed and all shipping and original packaging materials must be kept as you may need it to return to us. Once product is installed or used, or if you have discarded the box then any physical damage cannot be claimed
     
  • Manufacturing faults covered by 12 months warranty
     
  • If returning a product for repair and it is deemed to be maintenance or user issue, it will not be covered under 12 months manufacturing warranty and all associated costs (return freight, technician fee) will be charged to the customer

Exchange or Change of Mind

If you would like to exchange or return a product please follow the same procedure as above. Please make sure your name, address, email, phone number and instructions for the exchange are clearly indicated. If an exchange is not available we will contact you to discuss alternatives. All exchange and change of mind return postage/ courier cost is borne by the customer.

If your item was purchased under the free shipping offer, free shipping is only offered at the first time of purchase. Shipping costs will apply for change of mind returns.

For a refund, once the item is received back by us we will inspect it and if it's deemed to be in a as new condition we will credit your original method of payment less delivery costs. This process may take 5-10 days.

All goods must be returned in the condition they were received (as new), including the original packaging, i.e. polybags or boxes. Please note goods will be returned to you if not received in an acceptable refundable/exchangeable condition as outlined above.
Goods will not be accepted after 14 days of purchase without authorisation from Austcrown Pty Ltd customer service.

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