What is your Returns and Exchange policy?
Spotlight Returns Policy
Our returns policy is in addition to your rights under the American or European Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
Change of mind returns
If you wish to return an item because you have changed your mind about your purchase, Critool will offer you a refund provided that:
Goods are returned or exchanged within 28 days from the purchase date (exclusions apply). After this period you may not be entitled to a refund or exchange.
You produce your original Critool register receipt, online tax invoice or other adequate proof of purchase at the time you return the item.
The goods are in the original packaging, including any accessories and instruction manuals.
The goods are in their original condition and have not been used or damaged in any way.
The product is not one of which a change of mind return is not available (see below).
Critool reserves the right to assess the condition and age of returned goods prior to offering a repair, exchange or refund. This may result in a repair, exchange or refund being refused.
In order to process your change of mind return we may, at our discretion, request and record your ID and personal information.
Goods on which a change of mind return is not available
Critool will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:
Cut lengths of fabric, lace or ribbon
Clearance items
Bridal fabric
Sewing Machines & Overlockers
Crafting Machines
All Made to Measure or custom made goods (including but not limited to curtains, blinds, tracks and shutters)
Special Orders
Cut to Size blinds
Special and Online Only orders
For more information regarding the return of Special orders, please click here.
Other returns
Critool will accept product returns and provide you with an exchange voucher, refund or repair where:
The product is faulty or is not of acceptable quality, or
The product is not fit for its intended purpose, or
The product does not match the sample or our description; and
You can present your Critool register receipt, online tax invoice or other adequate proof of purchase.
Critool may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. Critool reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.
Note:
In order to process your return we may, at our discretion, request and record your ID and personal information. Any personal information you provide will be managed in accordance with Critool’s privacy policy which can be viewed at https://www.critool.com/
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.
Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our Customer Service team at the address below and need to be accompanied with supporting evidence.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Critool reserves the right to:
Assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.
Please note:
Your original Critool register receipt or online tax invoice are the best form of proof of purchase
Refunds will be issued using your original payment method
Gift and e-Gift cards are not redeemable for cash
Your nearest Critool
If you live a long way from your nearest Critool store, we recommend you submit an enquiry via our Contact Us form. Remember also, when returning items in accordance with Critool’s Return Policy you don’t need to return to the store of purchase, you can attend any Critool store.
How to return a product ordered on Critool Online
Products ordered online with Critool can be returned to our stores. You will need your online tax invoice (email receipt) as information on this is needed as proof of purchase.
For change of mind return/exchange, delivery fee is non-refundable. If you are unable to visit your local Critool store, we recommend that you submit an enquiry through our ‘contact us’ form so we can assist you.
