Group Sales

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Refund policy

Returns & Refund Information
Support Crew tests most products sold in our online store. We strive to stock high quality items, preferably made or designed in Australia for Australian conditions. If we are unable to find a product to meet these standards, we source them from reputable wholesalers.
Should you change your mind, you have received faulty goods or if you are unhappy with any product you have purchased please contact us immediately.
Support Crew handles returns and processes refunds in accordance with the Australian Consumer Protection legislation. Customers may refer further to the consumer rights website located here.

Faulty products
If you receive faulty goods please contact us immediately, prior to returning the goods. We will arrange for the goods to be returned to us to be assessed for repair, replacement  or refund of the faulty product.
If we are unable to rectify issues relating to defective or faulty products we will process a refund on receipt of the goods purchased. Unopened faulty or defective goods will be refunded in full. Refunds will be processed promptly and payment made by the same method that you made payment.

Warranties
If you believe that your product has arrived faulty or developed a fault within the warranty period, please contact us immediately using the subject ‘Warranty’. We will contact you within 2-3 business days to talk you through the process of the warranty claim.
Depending on the manufacturer, nature of fault and time of year, warranty claims can take 1-4 weeks to resolve. We will let you know at the time the fastest way to process your warranty.
If the item returned is found not to be faulty, we will charge a reshipping fee to return the product to you. To avoid additional charges, please follow all troubleshooting documentation and read product manuals carefully before returning products to us.

Returns - 30 days
Should you wish to return your order, please notify us within 30 days of purchase with a valid reason for return. Products must be in their original packaging and in immaculate, saleable condition. No returns on hydration packs (water bladders), food items, cutlery, safety equipment or any items that have been used.
Please note we do not cover damage in transit nor do we offer free postage on returns. Customers are liable for shipping expenses associated with an agreed return of goods outside of Australian Consumer Protection legislation requirements. All repairs, replacement, store credit or refunds are made at the discretion of Support Crew in accordance with Australian Consumer Protection legislation.
Should a refund be determined please allow 7-10 days for the refund to appear. Refunds will be processed promptly and payment made by the same method that you made payment.

Late or missing refunds
Please allow time for your bank to process the refund. If after checking your account the refund still isn't showing please contact your bank.  If you have done all of this and you still have not received your refund please contact us.

Amendments of Terms
From time to time we may need to change, modify, add or remove portions of these terms. Please check them regularly prior to using our website to ensure you are aware of any changes. We will endeavour to highlight any significant or substantive changes to you where possible. If you choose to use our website then we will regard that use as conclusive evidence of your agreement and acceptance that these terms govern your and https://supportcrew.com.au/’s rights and obligations to each other.