RETURN & EXCHANGE


RETURN & EXCHANGE POLICY

We want you to be satisfied with your purchases. If you aren't happy with your order, you can return most items to us for an exchange or refund if they are still in a "sellable condition" within 7 days of receiving the order via registered mail or self-collection. This means that the item(s) should be unaltered, unused, unwashed, without any scuffs, funky smells or weird stains, and it should be in its original manufacturer packaging with all original tags and labels attached.
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.
Sale and discounted items (including items purchased using discount codes) 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 RETURN/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.
  • 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.
  • Address the package to

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