We want you to understand your options if you need to return a CLUTCHYS product. This policy explains our return process, eligibility requirements, refund handling and how we deal with faulty, damaged or incorrect items.
30-Day Change-of-Mind Returns
CLUTCHYS accepts eligible change-of-mind returns requested within 30 days of delivery.
To be eligible for a change-of-mind return, the product should be unused, in a resalable condition and returned with its original packaging, accessories and components where applicable.
Please do not send a return before contacting us. This allows us to review your request and provide the appropriate return instructions.
Starting a Return
To request a return, email support@clutchys.shop within the applicable return period.
Please include:
- Your order number
- The item you would like to return
- The reason for the return
- Photographs where they are relevant to the issue being reported
Once we have reviewed the request, we will provide further return instructions where the item is eligible.
Return Condition
For a change-of-mind return, items should be returned in a condition that allows us to reasonably inspect and, where appropriate, resell them.
Products that have been used, altered, damaged after delivery, or returned with missing components may not qualify for a change-of-mind refund.
These conditions apply to voluntary change-of-mind returns and do not remove any rights you may have in relation to faulty or non-compliant goods under Australian Consumer Law.
Return Shipping for Change of Mind
For an approved change-of-mind return, the customer is responsible for the cost of sending the item back to the return location provided by CLUTCHYS, unless we advise otherwise.
We recommend retaining proof of lodgement and any available tracking information until the return has been completed.
Return Inspection
Returned products are reviewed after they are received.
We may check the product, packaging and included components to confirm that the return meets the applicable conditions before approving a change-of-mind refund.
Sending an item back does not by itself mean that a refund has already been approved.
Refunds
If a return is approved following assessment, the applicable refund will be issued to the original payment method used for the order.
Once a refund has been processed by CLUTCHYS, the time required for it to appear in your account can depend on your payment provider or financial institution.
We will not represent a refund as completed until it has actually been processed on our side.
Original Delivery Charges
For a voluntary change-of-mind return, the original delivery charge is generally not refundable unless required by applicable law or the circumstances of the order require a different outcome.
If an order qualified for free standard shipping, there was no standard shipping charge paid by the customer to refund.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, materially damaged, or different from what you ordered, contact us at support@clutchys.shop and provide your order number and details of the issue.
Where reasonably possible, photographs of the item, packaging or incorrect product can help us assess the matter efficiently.
We will review the circumstances and provide an appropriate remedy where required. Depending on the situation and your applicable rights, this may include a replacement, refund or another suitable resolution.
Australian Consumer Law
Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
The voluntary 30-day change-of-mind arrangement described above is separate from any rights you may have when a product fails to meet an applicable consumer guarantee.
Items That Cannot Be Returned for Change of Mind
A change-of-mind return may be declined where an item:
- Has been used beyond what is reasonably necessary to inspect it
- Has been altered or modified after delivery
- Has been damaged through misuse or improper handling
- Is missing supplied parts, accessories or components
- Is not returned in a condition suitable for a voluntary return
These exclusions do not override rights that may apply to faulty or otherwise non-compliant products under Australian Consumer Law.
Exchanges
We do not promise that a direct exchange will always be available. Availability can depend on the product and current stock.
If you would prefer a replacement item, contact us before returning the original product. We will advise you of the available options based on the circumstances of your request.
Order Cancellations
If you would like to cancel an order, contact us as soon as possible after placing it.
We will try to accommodate the request where reasonably possible, but cancellation cannot be guaranteed once an order has entered processing or has been prepared for dispatch.
If the order can no longer be cancelled, we will explain the available options based on the order status and the circumstances of your request.
Return Address
Please contact CLUTCHYS before sending an item back. Return instructions and the appropriate return destination will be provided after the request has been reviewed.
Products sent to an address without following the provided return instructions may result in processing delays.
Questions About a Return?
If you have a question about an existing order, return or refund, please contact:
CLUTCHYS
76 Berry St
North Sydney NSW 2060
Australia
Email: support@clutchys.shop
We aim to respond to email enquiries within 24 hours.