Refund policy
What is your return policy?
Please email info@croki.store within 14 days of receiving your item. He will be happy to help you return your order for a refund.
Keep in mind that we decide whether to send you a new board. Depending on the damage and playability of the surface, we'll offer a discount but not send a new board.
It is your choice whether to accept the discount and keep the board or return it, receive a full refund, and try to buy a board from another store.
Are there return costs?
We will pay the return costs when the customer shows proof within 14 days AND with pictures that the order received is damaged or that something is wrong with the product that is not the customer's fault.
Otherwise, if you do not like the product or make a bad decision, you are responsible for the costs.
Keep in mind that we decide whether to send you a new board. Depending on the damage and playability of the surface, we'll offer a discount but not send a new board.
It is your choice whether to accept the discount and keep the board or return it, receive a full refund, and try to buy a board from another store.
Where to send my return?
To start a return, you can contact us at info@croki.store.
Please note that if there is no damage and the return reason is that you do not like it, made the wrong choice or changed your mind, the package needs to be sent to the following address:
Hastelweg 260D,
Eindhoven 5652CN
If your return request is accepted, Mr. Croki will send you a return shipping label and instructions on how and where to send your package. Please note that if there is no damage and the return reason is that you do not like it, made the wrong choice, or changed your mind,
YOU are responsible for the return label - the package needs to be sent to the following address:
Hastelweg 260D,
Eindhoven 5652CN
You can always contact us for any return questions at info@croki.store.
State of the product:
To be eligible for a return, your item must be in the same condition that you received it, and you should've sent Mr. Croki pictures of the reason for the return. The product has to be unused. If you lost the packaging, you must send it back safely. If the board is more damaged than the pictures, Mr. Croki is entitled not to refund you or send a new board.
Damages and issues:
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you received the wrong item so Mr. Croki can evaluate the issue and make it right.
Exceptions / non-returnable items:
Certain items cannot be returned, like bottles of Carrom powder or wax polish.
Exchanges:
The fastest way to ensure you get what you want is to return the item you have. Once the return is received, Mr. Croki will issue a refund, a discount, or a new board (depending on what was agreed). If you want the new product faster, you can also make a separate purchase for the new item.
European Union 14-day cooling-off period:
Notwithstanding the above, if the merchandise is being shipped within the European Union, you can cancel or return your order within 14 days after it is delivered for any reason without justification.
As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds:
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded using your original payment method within five business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.
If you have not received the refund within 10 business days of us approving your return, please contact Mr. Croki in the chatbox or email info@croki.store.
Remember that we only offer to send a new board when the customer shows proof (pictures) that it is not playable anymore / damaged on arrival; otherwise, you'll get a refund and no new board.
How and when will I be refunded?
After we receive the returned goods intact, unbroken, and in their original state (we check the goods for scratches as a Crokinole board is unsellable when damaged), we will send the refund amount within 3 business days, and it should be in your bank account within 5 business days.
If the item is damaged, we will email you and work out a solution. The best thing to do is to take a few pictures before returning them —with these photos, we can check if the damage happened while in transit (also keep the delivery evidence note).
There is a problem with my order. What shall I do?
Don't hesitate to get in touch with us here or at info@croki.store, and we will do everything we can to resolve the issue as soon as possible.