Refund Policy

smartCRUTCH Refund and Return Policy We love our customers and want to serve you as best we can. We also believe in the quality and design benefits of smartCRUTCH and stand by the product. As such we aim to be as transparent, affordable, and fair as possible with the Terms and Conditions (“T&C’s”) as well as our returns, exchanges, and refunds policy upon which we sell and supply our products listed on this website to you. We would like to give you the opportunity to see and try the product with the option to return it if it’s not suited to you, however, to do this we cannot absorb the cost of freight across the USA and Canada on such a large heavy package, the same goes for orders placed mistakenly. Equally the ‘spirit’ of this opportunity to return the product is that it’s returned to us in saleable condition, the same way you would try something on in a brick-and-mortar store and choose not to purchase it. We appreciate your consideration in this and ask you to please check your orders very carefully before purchasing, particularly the sizing. We also highly encourage you to Contact Us, by email or phone at any time during ordering if you have questions or concerns. We want you to have a happy experience purchasing from us. Thank you for choosing smartCRUTCH! Please read our full Terms & Conditions before placing your order.

  1. Cancelling Your Order
You are entitled to cancel your order so long as we receive written notice at any time before your order has been marked as shipped, as follows:
  • Where the Products have not yet been shipped to you.
You must send your cancellation notice by email to sales@smartcrutch-usa.com. Your cancellation notice must quote your name, address, and your order number purchase. The subject line must say “Order Cancellation Notice” and include your order number.
  1. Returning Your Order
You are entitled to return your order so long as we receive written notice at any time within 30 days starting from the day you received the Products. Once we confirm the return, you must ship the product back to us within 7 days. See the return circumstances as follows:
  • Where the Products have been received, inspected, or trialed* by you and you don’t wish to keep them.
  • Where the Products have been shipped to you, but not yet received by you.
Your refund will be considered on return receipt of the Products:
  • Where the order was requested to be returned prior to your receiving the Products, the package is unopened and returned as is.
  • Where the order was requested to be returned after receipt, that the Products are in the same condition as you received them, *undamaged, unsoiled, not tampered with or altered in any way, and (still or put back) in their original packaging. This means you ‘tried’ them briefly and indoors.
Please note that in a case where any modifications have been made to the crutches by the customer, exchanges or returns are not possible once these permanent changes have been made. Any refunds will include the cost of the Products and any taxes paid. Your refund will not include any processing, exporting, shipping or postage charges, fees and duties already paid. The cost of return shipping will be deducted from your refund. You must send your return request preferably by email to sales@smartcrutch-usa.com. Your return request must quote your name, address, and your order number purchase. Exceptions to Returning Your Order
  • Demo models: Only new and regular priced items may be refunded, unfortunately demo models cannot be refunded.
  • Bespoke items: If at your request, the Products are bespoke or have been personalized in a way that changes them from their original condition, they cannot be returned or refunded.
  1. Exchanging Your Order
Faulty Products: We will always replace any items if they are defective or damaged and pay any freight costs associated with the order, returns or exchanges (See #5. Return of Faulty Products). Incorrect Size: It is your responsibility to accurately select your crutch size or supply your measurements and specifications when ordering the crutch that’s right for you. We appreciate your consideration in this and ask you to please check your orders very carefully before purchasing. We also highly encourage you to Contact Us, by email or phone at any time during ordering if you need help in Selecting the Size that’s right for you. If you ordered the incorrect size and you require an exchange, you will be responsible for any shipping costs associated with the return and exchange. Exchange of Color/Design: It is your responsibility to select your color/design preference. If you select the wrong color/design and require an exchange, you will be responsible for any shipping costs associated with the return and exchange. Variation of Color: There can be variations in color depending on the batch and manufacturing process, however we do try to get them as close as possible to the displayed colors. If there are any significant differences, we will alert you at the time of purchase. The colors shown on the ordering system are a photograph of the actual colors however computer screens may show this color differently. If you need to exchange your order, send us an email at sales@smartcrutch-usa.com including details and we will notify you of instructions on how to return and exchange. You will be responsible for any shipping costs associated with the return and exchange. (See #10. Notifications of Return or Exchange of Products)
  1. Gift Returns and Exchanges
If you are looking to return smartCRUTCHES that you received as a gift and the crutches were shipped directly to you, you have the option of receiving a gift credit for the value of your return or having a refund sent to the gift giver. If you choose to have a refund sent to the gift giver, they will find out about your return. Once the returned item is received, a gift certificate will be emailed to you, or the gift giver will be refunded. Any return shipping costs will be deducted from the refund. If you are looking to exchange smartCRUTCHES that you received as a gift and the crutches were shipped directly to you, please see section #3 If you are looking to return smartCRUTCHES that you received as a gift and the crutches were shipped directly to the gift giver, the refund will be sent to the gift giver and they will find out about your return. Once the returned item is received, the gift giver will be refunded.
  1. Return of Faulty Products
We will offer you a full refund of the purchase price, including the cost of delivery for sending the Products to you, and the cost incurred by you in returning the Products to us, if it:
  • Has been damaged on delivery.
  • Is in a faulty condition on arrival.
  • Has been delivered to you in error.
This is provided that you return the Products to us and we are reasonably satisfied that the Products have not suffered damage after delivery or have not been misused or used other than in accordance with the instructions or the problem is not due to normal wear and tear. Alternatively, at your option, instead of a refund (and subject to returning the Products as required under this clause) we will replace the Products with the same or a similar product (subject to stock availability). Sometimes the product specifications from the manufacturer may change, in which case, if you request a replacement, we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement, you can return the Products to us. In order to claim a refund or replacement item please reach out as soon as you become aware of the problem, no later than 7 working days after receipt of the product (or after the fault developing) by email to sales@smartcrutch-usa.com. You must provide photographic evidence of the fault or damage to be sent to the manufacturer. Your cancellation notice must quote your name, address, the name or a description of the Products and proof of purchase – your order invoice or receipt number. On receipt of your cancellation notice, we will contact you and provide details of where you must return the Products and other relevant instructions. You must then immediately return the Products to us. We reserve the right, at our option, to collect the Products from you. If we wish to collect the Products we will notify you of when they will be collected by us.
  1. Incorrectly priced or described Products
Whilst we try and ensure that all the information on our Website is accurate, errors may occur. In the unlikely event that the price and/or description of an item listed on the Website has been incorrectly advertised, we will not be under any obligation to sell or provide those Products to you. If we discover the error we will at our discretion, either reject your order and notify you of such rejection, or inform you as soon as possible and give you the option of cancelling your order or reconfirming it at the correct price and/or description. If we give you the option of cancelling your order or reconfirming it at the correct price and/or description but either cannot contact you or do not receive your response within 14 days of sending you notification (whether or not you receive it), we will reject your order. If we discover the error after sending, at our discretion and without incurring any liability to you, cancel the Contract provided that the error is, in our reasonable opinion, obvious and unmistakable and could have reasonably been recognized by you. We will notify if we cancel the Order. If your order is cancelled or rejected and you have already paid for the Products, you will receive a full refund in accordance with clause #8. below.
  1. Delivery by installments
The Products may be sent to you in installments. You may cancel the outstanding part of your order and receive a refund, if you have already paid, of the purchase price of the outstanding Products in accordance with clause #8. below.
  1. Processing Refunds
We will examine any returned Products and will notify you about your refund or replacement item via email within a reasonable period of time. We will usually process a refund or delivery of a replacement item as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you are entitled to it, after receipt of the Goods. If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card, Paypal account, Medical Savings Account or original method of payment. It may take up to 7 business days for the refund to be reflected on your account. We reserve the right to refuse to issue a refund or replacement and to recover the cost of returning or collecting the Products in the event that the Products are found to have suffered damage after delivery or have been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear or if the Products have not been returned with its original packaging. This does not affect your statutory rights.
  1. Late or missing refunds
If you haven’t received a refund yet after 30 days of notification of Refund, first check your bank account or credit card again. Then contact your bank, credit card company or Paypal. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@smartcrutch-usa.com.
  1. Notifications of Return or Exchange of Products
On receipt of your cancellation notice for any of the above reasons, we will contact you and provide details of where you must return the Products and other relevant instructions. You must then immediately return the Products to us. We reserve the right, at our option, to collect the Products from you. If we wish to collect the Products we will notify you of when they will be collected by us. It is likely that the product will be returned to smartCRUTCH 22 Canal Street – Suite 224 Somersworth, NH 03878, United States.   The Products must be returned to us in the same condition in which you received them until such time as the Products are either collected by us or delivered back to us by you. You must return the Products with its original packaging and the original invoice. You have a legal obligation to take reasonable care of the Products whilst they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, Paypal account, Medical Savings Account or original method of payment.
  1. Shipping Returns and Exchanges
We reserve the right to send exchanges or replacements to you via any means deemed suitable, and in the most affordable way possible, including but not limited to FedEx, UPS and US Postal. Depending on where you live, the time it may take for your exchanged product to reach you may vary. We respect your right to return or exchange the products to us via any means you deem suitable, and in the most affordable way possible, including FedEx, UPS and US Postal. If you are returning an item over $75 at your own cost, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. Your refund will not be considered until we receive the Products.