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Refunds and returns

 

Don't like our product, or a fault? Don't panic

If you would like to initiate refund / returns, please email us at xxx@xxxx.com. We are more than happy to work with you to help you out, and if the refund / returns is warranted, we will then send you instructions on clear next steps. 

Please remember to keep your proof of purchase—e.g. your receipt/confirmation email when referencing the refund/returns process.

Please also be familiar with our policies below.

 

Our policy
Our policy regarding refunds & returns is in accordance with the Australian Competition & Consumer Commission (ACCC) which can be found at the following link: https://www.accc.gov.au/
We are not required to provide a refund or replacement if you change your mind. We also do not accept order cancellations if you change your mind. 

But you can choose a refund or exchange if an item has a major problem. This is when the item:

• has a problem or fault that would have stopped someone from buying the item if they had known about it 
• is unsafe 
• is significantly different from the sample or description 

If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

Please note that refunds in relation to shipping times will not be issued for orders that arrive to Australia within 50 business days from the date the order was placed. This is in accordance with the expected shipping times listed on our shipping policy page.

What do I do if the refund / return process is approved?
  1. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please allow up to seven days for this credit to appear in your account.
  2. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  3. If your item is returned to sender due to the customer entering an incorrect postal address, please note that a re-stocking fee of 50% to the value of the returned item will be charged.
  4. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  5. If you are shipping an item over $50, we encourage you to consider using a trackable shipping service or purchasing shipping insurance. We can't reasonably guarantee that we will receive your returned item.