Returns, refunds and exchanges

We offer change-of-mind returns within 90 days of delivery when the item meets the conditions below. If you want to cancel an order before dispatch because you have changed your mind, contact us as soon as possible. Your rights under Australian Consumer Law always apply.

Change-of-mind refunds and cancellations

This section applies when you change your mind or choose the wrong size, colour or product. To request a return or cancellation, email [email protected].

We want to keep offering change-of-mind refunds. Receiving, inspecting and restocking a returned item takes time, and some costs of the original order cannot be recovered. To help cover these costs, we will deduct a 5% restocking fee from the total price paid for the returned item or items, after discounts. The fee is the same regardless of how you paid.

Cancelling before dispatch

If you ask us to cancel a paid order before dispatch because you have changed your mind, and we agree to cancel it, we will deduct a 5% change-of-mind cancellation fee from the price paid for the cancelled item or items, after discounts. This helps cover order and payment costs we cannot recover. We will tell you the fee and refund amount before processing the cancellation. No return postage or original postage deduction applies if the order has not been dispatched. If it has been dispatched, the change-of-mind return conditions below apply. We do not charge this fee if we cancel because we cannot supply your order or you are entitled to a remedy under Australian Consumer Law.

Postage for a change-of-mind return

• You are responsible for return postage. If you use the return label we provide, it costs $18. We will deduct this from a refund or charge it before sending an exchange.
• For a change-of-mind refund, we may also deduct the original postage cost. We will tell you the deductions and refund amount before processing the refund.

Exchanges and sizing

There is no restocking fee for an exchange. If you chose the wrong size, you are responsible for postage to return the item and for delivery of the replacement. We will contact you to arrange a suitable replacement item or credit note and confirm any delivery charge before sending it.

Sizing for protective gear, skates and shoes is a guide. Bodies and feet vary, so a particular fit cannot be guaranteed. This does not limit your rights if an item is faulty, incorrect or not as described.

Conditions for change-of-mind returns

These conditions apply only to voluntary returns or exchanges because you changed your mind or chose the wrong item. They do not limit your rights under Australian Consumer Law.

• Contact us within 90 days of delivery.
• Items must be unused, in original condition, with tags attached and in their original packaging.
• Clothing must be free from marks, stains, odours, rips and signs of use. Hardware must be resaleable, without scratches, scuffs, damage or signs of use.
• We may refuse a change-of-mind refund or exchange if the item is not received in resaleable condition.
• Socks cannot be returned for change of mind or incorrect size selection for hygiene reasons.
• Customised or modified products cannot be returned for change of mind.

Faulty, incorrect or not-as-described items

None of the change-of-mind fees, postage deductions or conditions above apply where an item is faulty, damaged, unsafe, not fit for purpose, not as described, or where we sent you the wrong item, to the extent that Australian Consumer Law gives you a remedy.

Please email [email protected] as soon as practical. We may ask for photos, video or other information to assess the issue. Where required by Australian Consumer Law, we will provide an appropriate remedy, such as a repair, replacement or refund, and cover reasonable return postage and postage for a replacement.

Refund timing and return address

For an approved change-of-mind return, we usually process the refund within 24 hours after approving the returned item. For an approved cancellation before dispatch, we process the refund after confirming the cancellation and deductions. Your financial institution may take up to five working days to make the funds available. Refunds go back to the original payment method.

If you cannot use the return label, send the item to:

Scooter Crew Returns
Unit 5, 8-14 Saint Jude Court
Browns Plains QLD 4118

Warranty claims

Many products include a manufacturer warranty. See our warranty page for details. Manufacturer warranties are in addition to your rights under Australian Consumer Law and do not limit those rights.