Returns Policy

1. Overview

At CrocGear, we aim to provide high-quality apparel and a smooth ordering experience. This Refund Policy outlines your rights and our obligations in relation to returns, refunds, and exchanges.

This policy applies to all purchases, including custom bulk orders, event merchandise, and standard branded apparel.

2. Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL).

You are entitled to a replacement, refund, or repair if a product:

• Is faulty or defective
• Is not of acceptable quality
• Does not match the description or approved design

3. Custom and Personalised Orders

Due to the nature of custom-made products:

• Custom, personalised, and made-to-order items cannot be returned or exchanged if you change your mind
• This includes bulk orders, teamwear, and event merchandise

We will only offer a refund, replacement, or repair if the product:

• Is faulty or damaged; or
• Does not match the final approved artwork or agreed specifications

Customers are responsible for ensuring all artwork, sizes, and details are correct prior to approval.

4. Standard (Non-Custom) Products

For non-custom items, we may offer exchanges or refunds where:

• The item is unworn, unused, and in original condition
• Tags and packaging are intact
• The request is made within 7 days of receiving the item

Return shipping costs for change-of-mind purchases are the responsibility of the customer.

5. Faulty or Damaged Items

If you receive a faulty or damaged product, please contact us within 7 days of delivery.

To process your request, we may require:

• Proof of purchase
• Photos of the fault or damage
• A description of the issue

Once assessed, we will provide an appropriate remedy, which may include:

• Replacement
• Repair
• Refund

6. Order Errors and Approval

For custom orders:

• Final artwork proofs are provided for approval prior to production
• Once approved, CrocGear is not responsible for errors including:

oSpelling mistakes

oDesign placement

oColour selection

Refunds or replacements will not be provided for errors that were approved by the customer.

7. Production Variations

Due to the nature of apparel production, slight variations may occur in:

• Colour tones
• Print placement
• Garment sizing

These variations are considered acceptable and do not qualify for refunds or exchanges.

8. Cancellations

Orders cannot be cancelled once:

• Production has commenced; or
• Custom materials have been ordered

For orders cancelled prior to production, an administration or design fee may apply.

9. Shipping Costs

Shipping costs are non-refundable unless:

• The item is faulty; or
• We have made an error with your order

Customers are responsible for return shipping costs unless otherwise agreed.

10. Refund Process

Approved refunds will be processed using the original payment method where possible.

Please allow 15 business days for funds to appear in your account, depending on your payment provider.

11. Contact Information

To request a return, refund, or exchange, please contact

07 3367 0143
admin@waterpoloqld.com.au
Suite 2.04, Sports House, 150 Caxton Street, Milton QLD 4064