Change of mind -Crazysales

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REMINDER: Change of Mind policy may not be applicable for Specific Items due to hygienic reasons, please check on the listing page or ask for support first.


ASK FOR PHOTOS:
If no photos provided to show the status of the item & customer did not mention if the package was opened or item was used or not, request for photos in the initial email using the template below:


We understand that you wish to return your order for a refund due to change of mind (xxxinsert exact reasonxxx). Please note that as stated under our return policy for 30 day change of mind at https://www.crazysales.com.au/article/30DayChangeMind?loadType=true

• Item to be returned must be in their original resalable condition with all tags and packaging (ready to be put back on the shelf).
• The item/s are NOT opened, used, worn or damaged.
• The refund amount will not include delivery costs. If the item was delivered for free, delivery cost will be deducted.
• Handling fees will apply at 20% of the purchase price.
• The return of the item is the responsibility of the buyer.
• If the item has sustained damage in transit or does not return as noted above, a revised refund amount may be required.

In this case, our technical team will require photos to check if the item is eligible for return. Please send us photos showing that the parcel/package is unopened and still in the original resalable condition.

Once we receive the photos, we will forward them to our technical team for approval. Thank you for your cooperation.



WITH PHOTOS (ELIGIBLE FOR RETURN)
If photos are already provided in the initial email showing item is in a good and original packaging and unopened/sealed, item is unused, use the template below


We understand that you wish to return your order for a refund due to change of mind (xxxinsert exact reasonxxx). Please note that as stated under our return policy for 30 day change of mind at https://www.crazysales.com.au/article/30DayChangeMind?loadType=true

• Item to be returned must be in their original resalable condition with all tags and packaging (ready to be put back on the shelf).
• The item/s are NOT opened, used, worn or damaged.
• The refund amount will not include delivery costs. If the item was delivered for free, delivery cost will be deducted.
• Handling fees will apply at 20% of the purchase price.
• The return of the item is the responsibility of the buyer.
• If the item has sustained damage in transit or does not return as noted above, a revised refund amount may be required.

We have checked the photos your provided and your return has been approved. To return the item, please follow the steps below:

1. Please DOWNLOAD and complete the RETURN AUTHORIZATION FORM on the link shown below and include it on the parcel to be returned. Kindly write down "crazypoints refund = XXXXXXX points" at the "REMARKS" section.

http://www.crazysales.com.au/upload/download/czrma.doc

2. Kindly write your RETURN AUTHORIZATION number which is RAXXXXXXX on the “ORDER ID” field near the sender address in order for us to recognize your parcel.

3. Please make sure that ALL ACCESSORIES (if applicable) that came along the original packaging of your parcel is included upon return of the item back to us for an immediate refund process.

4. Take a photo of the package. (This will be used just in case there will be issues with the courier mishandling the item)

5. Please proceed in sending the item back to us at the address shown below:

2/5 Brear St, Springvale VIC 3171

In addition, we strongly suggest if you could use REGISTERED MAIL in order to obtain a receipt with tracking number for both parties to immediately locate the whereabouts of your parcel. Please note that all returned items will be reviewed upon receiving the item to ensure that they meet the terms and conditions listed on our 30 Day Change of Mind Policy. Goods that do not match the terms and conditions will be returned to you at your cost.

By proceeding with the return, it will mean that you have read and agreed with the terms and conditions.



PHOTOS PROVIDED AFTER YOU REQUESTED (ELIGIBLE FOR RETURN):
If photos are provided after you requested and they are showing item is in the original packaging and in good condition, unopened/sealed, use the template below:


Thank you for providing us the photos requested. We have checked them and your return has been approved. To return the item, please follow the steps below:

1. Please DOWNLOAD and complete the RETURN AUTHORIZATION FORM on the link shown below and include it on the parcel to be returned. Kindly write down "crazypoints refund = XXXXXXX points" at the "REMARKS" section.

http://www.crazysales.com.au/upload/download/czrma.doc

2. Kindly write your RETURN AUTHORIZATION number which is RAXXXXXXX on the “ORDER ID” field near the sender address in order for us to recognize your parcel.

3. Please make sure that ALL ACCESSORIES (if applicable) that came along the original packaging of your parcel is included upon return of the item back to us for an immediate refund process.

4. Take a photo of the package. (This will be used just in case there will be issues with the courier mishandling the item)

5. Please proceed in sending the item back to us at the address shown below:

2/5 Brear St, Springvale VIC 3171

In addition, we strongly suggest if you could use REGISTERED MAIL in order to obtain a receipt with tracking number for both parties to immediately locate the whereabouts of your parcel. Please note that all returned items will be reviewed upon receiving the item to ensure that they meet the terms and conditions listed on our 30 Day Change of Mind Policy. Goods that do not match the terms and conditions will be returned to you at your cost.

By proceeding with the return, it will mean that you have read and agreed with the terms and conditions.



INELIGIBLE FOR RETURN (A):
If the customer already stated that they opened, tried or used the item or if the photos provided are showing that the item is no longer in the original packaging, use the template below:

We understand that you wish to return your order for a refund due to change of mind (xxxinsert exact reasonxxx). Please note that as stated under our return policy for 30 Day Change of Mind at https://www.crazysales.com.au/article/30DayChangeMind?loadType=true

• Item to be returned must be in their original resalable condition with all tags and packaging (ready to be put back on the shelf).
• The item/s are NOT opened, used, worn or damaged.

Since the item has already been opened/used, at this stage, we regret to inform you that your item is no longer eligible for return under our Change of Mind Policy. However, as an option for you, you may try to sell the item online or on your local market so you would be able to get your funds back. Thank you for your kind understanding.



INELIGIBLE FOR RETURN (B):
If the photos provided by the customer after we requested are showing that the item is already opened and/or no longer in the original packaging, use the template below:

Thank you for providing us the photos we requested. We have forwarded them to our technical team for assessment and approval, unfortunately, it shows that the item has already been opened/used, at this stage, we regret to inform you that your item is no longer eligible for return under our Change of Mind Policy. However, as an option for you, you may try to sell the item online or on your local market so you would be able to get your funds back. Thank you for your kind understanding.



NOTE:


EXEMPTIONS: Out of the normal cases, needs CS Manager Approval first.

  • For all exemptions, please make sure that you have rejected the customer once and have explained reasons why in a polite manner, based on our Terms & Conditions.*

1. Customer is requesting for monetary refund instead of store credits.

Template: As a valued customer, our Manager approved as one time Goodwill, a monetary refund to be processed under your original mode of payment. A refund will be processed to your xxxmode of paymentxxx account. Please allow 2-3 business days for the refund to be completed. Thank you!


2. Customer stated the item was defective after several use.

Note: Please be advised that this case does not fall under our 30 Days Money Back Policy and will be treated within/outside the 14 days DOA and we will process the case accordingly.

  • For the Special Arrangement box on the work flow below, please make it a point to ask for CS manager approval first. If CS Manager is unavailable please contact Technical Manager to seek approval. All CS manager approvals are recorded accordingly for KPI & QA scoring reference.*


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