Returns & Refunds Policy
Refund & Returns Policy
We follow strict guidelines provided by the ACCC and Australian Consumer Law bodies within Australia. These organisations are responsible for protecting Australian consumers and enforcing their rights as consumers.
You can download a copy of the ‘Australian Consumer Law – Refunds and Returns’ policy from accc.gov.au.
We are not obligated by consumer law to provide a refund or replacement if you have simply changed your mind, however, a request for refund or exchange may still be accepted, so long as the items you intend to return are unused and unopened.
Please choose your items carefully and if you need assistance with choosing the correct product, please contact us on 1300 110 805 or on firstname.lastname@example.org. We are always too happy to help.
You can choose a refund or exchange if an item has a major problem. A major problem is when the item:
- Has a problem that would have stopped someone from buying the item if they had known about it
- The item is unsafe to use
- The product is significantly different from the sample or description provided at time of purchase
- The product doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
If the problem is not major, we may repair the item within 14 days. If it is not repaired within 14 days, you can choose a refund or replacement.
Please keep your proof of purchase—e.g. your receipt.
Damage in Transit
If your order has been received and any of the contained products have been broken in transit, please contact us within 24 hours of receiving your order on 1300 110 805 or on email@example.com (outside of business hours). We are unable to process claims for damage in transit outside of the 24-hour window.
If you are experiencing a fault with your product, please contact us at firstname.lastname@example.org and provide the following information:
(Paste the following into your email and provide full details. Incomplete fields will delay the process)
Original Order Number:
Date of Purchase:
Description of Faulty Item:
Contact Phone Number:
Fault Description (please be descriptive as possible):
*Please Note: Faulty products will be processed according to the manufacturers’ terms and conditions, in addition to Australian Consumer Law. Australian Consumer Law states retailers have the right to inspect and confirm any reported fault. The postage to return the faulty product to us is your responsibility, however, if a replacement or repair is being provided, this will be returned to you at our cost.