EXCHANGE POLICY


THE EXCHANGE POLICY

We want you to be satisfied with your purchases. If the size of your shoes or apparels doesn't fit you well, you can come back to us for an exchange with something of equal value or higher. We'll need the product to be in perfect selling condition in its original manufacturer packaging with all original tags, labels attached and your receipt  for the exchange to be made within 7 working days.
Items received that are not in sellable condition because they have been worn or used will not be accepted. Load-bearing safety equipments (carabiners, belay devices, harnesses, ropes and slings) will not be accepted for exchange/returns.
Items listed under 'Clearance' are not eligible for returns or exchange, unless the product has a defect that was previously unknown. Products that were sold at a reduced price due to existing defects cannot be exchanged or refunded.
You will cover costs associated with return shipping. Please get tracking information for your package since you are responsible for it until we receive the goods. We will cover the costs to ship the exchanged product(s) to you.

 

HOW TO EXCHANGE A PRODUCT

  1. Please reach out to hello@crankfactory.com to arrange for a product return/exchange within 7 days upon receipt of the item via registered mail or self-collection.
  2. You can physically drop off the products to our warehouse (52 Ubi Avenue 3) or mail it back to us.
  3. We will process the return and send you a confirmation email within a day.
  4. Your credit card company may take 2-5 business days to process the return.

 

If you're shipping the product back...

  • Please get tracking information for your package! You'll be left on the hook if the package is lost in transit.
  • Please include the invoice or a note with the order number. Otherwise, we won't know which order to refund!
  • Do not use the product's box (i.e. shoe box) as the shipping box, it will be damaged in the mail and we cannot accept the return. It's best that you send it back inside the Crank Factory box.
  • Address the package to

    Crank Factory Returns/Exchanges
    Frontier, 52 Ubi Avenue 3
    #05-31
    Singapore 408867