Returns Policy
Our 14 day return period
You can return most items within 14 days of receipt, provided that the item is:
- In new, unused condition (including any labels and/or accessories)
- In the original packaging with all tags and seals intact
Return exceptions
Unless faulty, you cannot cancel or return any of the following:
- Bespoke, customised or personalised items
- Items sealed for health or hygiene reasons - if unsealed and/or if hygiene sticker is removed
- Sealed audio, video or software recordings - if unsealed and/or if security tag is removed
- Sealed smart devices including mobile phones, tablets, wearable technology and computer devices ("Smart Devices") - if unsealed and used and/or security tag is removed.
- Any Sale items
Our items' product pages will confirm whether they can only be returned if faulty.
You can examine items (including Smart Devices) that have been sealed for security/hygiene purposes, as you would in a shop, but you must not:
- Use them
- Remove any security seals/tags
- Set up or install the item
- Input any data, software or log in details (such as your iCloud ID)
Important note
If you choose to cancel or return an item after 14 days, or you return an item from the 'Return Exceptions' list that isn't faulty, we may accept it (at our discretion), but a deduction may be made to account for its diminished value and we charge an admin fee of £15.00 on all returned or cancelled items regardless.
This means you may not receive a full refund.
Shipping
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
Our terms state that shipping can take 7 - 14 days working days (UK) but is usually a lot faster, due to processing/packaging and logistics and the mail network, which can include delays caused by strike action and bank holidays which are out of our control.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Liability
We cannot be held responsible for any misuse of our products that results in there damage and through normal wear and tear. Only faulty items will be accepted once they have been inspected. Any fraudulent claims will be rejected and items will be sent for recycling. Crunch Accessories cannot be held responsible.
Refunds
All refunds can take up to 30 days to process depending on when we receive the goods back and how long your bank or provider takes to process the refund to your account.
Cancellations
If you purchase any item and then want to cancel we will charge you a processing fee of £15.00 to cover our administration costs even if the item has not been shipped. Please only purchase items that you actually require as we will refund under our normal terms and conditions minus our administration fee.
Sale Items
All items that are purchased in a sale if returned you will get a store credit to use only.
PLEASE NOTE ALL EARPHONES ARE SENT SEALED AND WRAPPED SO THAT IF THE EARPHONES HAVE BEEN OPENED YOU CANNOT RETURN DUE TO HEALTH AND SAFETY.
Lost or un-delivered Parcels
All parcels are sent using either Royal Mail 24/48 hour tracked. If a parcel says it has been delivered and you disagree or have not received it we will contact Royal Mail fraud team and an investigation will be opened which can take up to 30 days to be resolved. During this time we are unable to refund or replace any item.
Making a Complaint
Please contact customerservices@crunchaccessories.co.uk who will register your complaint. This will then be fully investigated in our standard timeline of 8 weeks. To try and resolve your complaint we may need extra information.
Mobile Phones and IT
Before you send back the goods it is essential (and a condition of any refund) that you remove from the device:
(a) your passcode / pin lock / other enabled security,
(b) your Face ID,
(c) your iCloud account,
(d) your sim card,
(e) your personal data,
Covers Naturally Occurring Faults Only
•Includes faults such as non-self-inflicted hardware part failures and non-self-inflicted software issues.
•Batteries are only covered under a warranty period of 3 months due to wear and tear. All batteries are professionally tested to ensure battery health is at a fully working standard before dispatch.
Faults/Scenarios NOT Covered Under 12 Months Warranty
•Battery related faults that occur after 3 months of warranty has surpassed.
•Self-inflicted damage such a damaged screens bent Frames/bezels.
•Returns lost in the post without proof of postage.
•Wear and Tear – (Battery after 3 Months), accessories.
•Postage Reimbursements
•Phones Returned With An Apple ID.
•Phones that have had repairs completed from an outside source without our authorisation.
if these have been added by you to the device; We cannot accept any returns which have the above on and your return will be rejected. We also charge a £25 restock fee for all mobile phones , smart phones and IT.
All brands on Crunch are in no way associated with other brands they are all Crunch own Branded and in no way should be associated with other parties.
Additional Warranty Information
•If a handset is returned to us with an Apple ID on the device, we will need cooperation from the customer in order to have this removed or the warranty will be voided and a refund will not be issued.
•Phones that have been returned to us for a fault covered under the warranty but arrives back to us with a self inflicted damaged screen or camera lens will void the warranty and will be sent back to the customer.
•Replacements will be arranged in a similar cosmetic condition to the returned handset.
•If a handset is returned for a repair but is deemed as uneconomical to repair, a replacement handset will be issued.
•We are not liable if a handset is deemed unrepairable and the phones data cannot be retrieved.
•Our warranty covers replacements and repairs only. Refunds are only available within 30 days of purchase under our return policy NOT our warranty.
•Handsets returned in a lower cosmetic condition grade than purchased with will be replaced with handsets of a similar grade to the return.
•If your return does not fall into the ‘Not Covered’ category, your warranty will be accepted and a replacement or a repair will be organised within 0-2 days upon receiving the return back to our return address.
•To claim warranty, please send us a message via customerservices@crunchaccessories.co.uk and a customer service representative will be at your assistance between 0-2 working days.