Returns and Sales Policy

Customers are responsible for the associated shipping amount (cost to ship) and understand this is a non-refundable charge when placing online orders. Delivery failures determined by third party shipping services due to errors found upon dispatch to the shipping address will be returned to sender (i.e. incorrect address/invalid address/multiple delivery attempts)

Please be advised that any requests for returns/exchanges shipped without prior notice received will NOT be honored. Returns and Exchanges that are not received in their original packaging may be subject to a restocking fee

Returns & Product Availability

Our goal is for you to be satisfied with your purchase from  [https://shop.critrole.com.au/]. If, for any reason, you did not receive what is reflected on your online order, you may return the item(s). 

We request that you notify us via email (support@critrole.com) within 14 days from the date your order was confirmed “delivered,” before starting your return process. Please make sure to include your invoice number and the reason for your return. 

For the following cases, your refund will be credited back to the same method of payment that was used to make the purchase:

  • received incorrect size and/or color
  • If product is damaged 

If your order is correct and/or not showing damage upon receipt, you will be responsible for the reshipping fees. 

ALL returned merchandise must be in the same condition it was received - new, unworn, and unwashed. 

Under Australian Consumer Law, you have the right to ask for a repair, replacement, or refund, if a product or service fails to meet a consumer guarantee. Remedial action will be dependent on whether the problem is discovered to be minor or major. 

Unexpected troubleshooting and system errors, discontinued items, backorders, pre-orders, etc.

Although availability may be shown on our site, we are unable to guarantee product availability and/or immediate delivery at the time your order is processed. We do our best to ensure that available quantities displayed online accurately reflect our physical on-hand inventory.

For delays on certain items, our customer service team will contact you and provide options, such as: splitting your order into separate shipments or propose refund/store credit.

We reserve the right, without liability or prior notice, to revise, discontinue, cease to make available any or all products, and issue an order cancellation.

NOTE: Please be advised that any returns/exchanges sent without prior notification will not be refunded

Gift Cards

Can I use my gift card from the a different (US, CAN, UK) Critical Role store?

Gift cards can only be used in the store they were purchased in.

Does my gift card from the AU Critical Role store expire?

No.

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