Returns
We hope you will be completely happy with your Cool Crutches or Walking Sticks. Should you wish to return anything you have bought, please let us know within 14 days of receiving your order by emailing hello@coolcrutches.com, and return it to us within 30 days of delivery for a full refund (less postage). Personalised orders are non returnable.
To return any items please see the returns information enclosed in your delivered box. All items must be returned in the original packaging with the receipt to the below address: Cool Crutches c/o Mission Logix, Advantage One, Third Avenue, Bletchley, Milton Keynes,MK1 1DR.
We regretfully cannot accept returns which are damaged in transit and so strongly recommend using a tracked courier such as Evri, Yodel or the Royal Mail Guaranteed next day delivery service (please be aware this is a more expensive option) if you are in the UK for all returns, as this provides adequate insurance cover for loss/damage in transit.
If you are unable to take your return to a Post Office, please do use one of the listed couriers above as they will be able to collect from your house.
Please be aware all personalised crutches and walking sticks as well as international orders are non-refundable.
Should you wish to cancel your order, please contact us at hello@coolcrutches.com within 14 days of receiving your order, quoting your order number. We will confirm receipt of all email cancellations or via this Withdrawal Request form.
A full refund will be paid to your card online (less postage & packaging), providing the goods are returned as delivered within 30 days of delivery.
Returns for Subscription Customers
With all subscription orders, due to the nature of the automatic shipping every 30 days, we require a minimum of 3 business days notice prior to your order being shipped if you wish to cancel or amend your subscription. Once a subscription is triggered (and you receive an email confirming it is being shipped) it is sent for immediate dispatch. If your order has already shipped, we will not be able to issue a refund.
Returns on orders that included a free gift
When you receive a free gift as part of a promotion, that gift forms part of a single promotional bundle rather than a separate purchase. The gift has no independent cash value and cannot be exchanged for cash, credit or an alternative product.
If you return an item that qualified you for a free gift, please return the gift with it. The gift should be unused and in its original condition and packaging.
If the gift is not returned, or is returned used, damaged or incomplete, we will deduct the standard retail value of the gift from your refund. The value deducted will be the price the gift is normally sold at on our website on the date of your order.
Partial returns
If you return part of your order and the remaining order value falls below the qualifying threshold for the promotion, the gift no longer applies. You can either return the gift with your items or we will deduct its standard retail value from your refund.
If the remaining order value still meets the qualifying threshold, you keep the gift and no deduction is made.