Refund Policy

 

1.1.      We offer returns and exchanges on the terms set out in this Refund Policy. Please read this Refund Policy carefully to ensure that you are fully aware of your rights and our obligations to you.

 

1.2.      Conditions for change of mind returns

 

(a)          Please choose carefully. We do not accept returns or exchanges if you change your mind or make the wrong decision when purchasing. Please see Conditions for faulty, defective or incorrect returns below for details on how to return damaged, faulty or incorrect goods.

 

(b)        Goods may be returned for change of mind within 7 calendar days from the date of purchase for instore purchases or date of delivery for online purchases.

 

1.3.      Conditions for faulty, defective or incorrect returns

 

(a)        Making an enquiry: Customers must send all enquiries in relation to goods purchased by them from Us to [insert email address].

 

(b)        Condition of goods: Where possible, goods must be returned in a saleable condition. This means they must be new and unused, undamaged, unaltered, unwashed and unworn or unassembled in original packaging that has not been damaged, with all parts, instruction manuals and accessories present, seals and stickers intact and original tags or labels attached. 

 

(c)        Time limit: To the maximum extent permitted by law, you may only make a claim for the return of goods within fourteen days of purchase.

 

(d)        Proof of purchase: You must provide adequate proof of purchase for an exchange or return. This may consist of:

 

(i)          the original store register receipt or a clear photograph or photocopy of the full receipt;

(ii)         an emailed or electronic tax invoice;

(iii)        a confirmation email for an online purchase; or

(iv)       a packing slip included with an online purchase.

 

1.4.        Method of return: Purchases must be returned by post. To return a purchase by post, the customer must send an email to [insert] to obtain an RMA number and return address details, then post the item, log into your account on business website to access returns portal and print prepaid return label and then post item.

 

1.5.      You are responsible for the cost of return postage. We also recommend that you retain a record of the tracking number for the package posted and purchase postage insurance for high value items.

 

 

2.1.      Once we have received your return and inspected it to confirm that it complies with our conditions for change of mind returns, we will email you to notify that your refund has been approved. If approved, your refund will be processed within seven (7) business days.

 

2.2.      Refunds will be provided to the original payment method used for the purchase or an equivalent payment method as follows:

 

(a)        Credit or debit cards: For online purchases, refunds will be provided to the same card account used to make the purchase. For instore purchases, the same debit or credit card used to make the purchase must be presented instore to be used for the refund.

 

(b)        Mobile payments and digital wallets: For instore purchases made using a mobile payment or digital wallet service (eg Apple Pay, Samsung Pay, Google Pay), the refund will be processed back to the same card selected in that mobile or digital wallet.

 

(c)        Gift cards and credit notes: For purchases made with [business name] gift cards or credit notes, refunds will be provided by issuing a replacement gift card or credit note. For purchases made with third party gift cards, refunds will be processed in accordance with the terms and conditions issued by the relevant gift card provider.

 

(d)        BNPL purchases: For purchases made with buy now, pay later facilities (eg Afterpay, Zip Pay, Klarna) or other third-party payment providers (eg Paypal) the refund will be returned to the user’s account with the relevant provider, and the account balance adjusted accordingly.

 

(e)        Gift receipts: All refunds using a gift receipt will be refunded to a credit note

 

(f)         Cheque, Money Order or Direct Deposit: For purchases using any of these payment methods, refunds will be made to bank account via electronic funds transfer. you will need to provide Us with your bank account details and these must match the details submitted when the purchase was made.

 

(g)        Multi-tender/split purchases: For purchases made using more than one payment method (eg gift card and credit card or gift card and BNPL) refunds will be provided to each respective payment method in the same proportions as the initial purchase.

 

2.3.      If the original payment method for the purchase cannot be verified (e.g. because the original card or digital payment method used is not presented), the payment method for the refund will be at Our Discretion and a credit note may be provided instead.

 

2.4.      Gifts, bonuses and bundled items: Any free gifts, bonus or bundled items or gift cards provided with the purchase of returned goods must also be returned. If all such items are not returned or are not in a saleable condition, their value will be deducted from the total refund [or credit note] provided on return. If any free or bonus gift card provided with the purchase has already been redeemed (in full or in part) the value of the amount redeemed will be deducted from the total refund [or credit note] provided on return.

 

2.5.      Rewards and loyalty points: Any loyalty or reward points provided by Us in relation to a refunded purchase may be deducted.

 

2.6.      Promotional Items: Where returned goods were purchased pursuant to a promotion or special offer and the return means that the transaction no longer qualifies for the relevant promotion or offer, the value of the total refund [or credit note] provided on return may be adjusted accordingly. Promotional Items are not eligible for return if they are due to change of mind.

 

2.7.      Shipping costs: Shipping costs online purchases returned for change of mind will not be refunded.

 

2.8.      Information gathering and privacy: When making a return, you may be required to present valid photo identification, and we may verify and record your signature and other personal details to comply with legal requirements and/or for loss prevention purposes. Any information collected in this manner will be dealt with in accordance with our Privacy Policy.

 

2.9.      Fraud or Return Policy abuse: We may refuse to accept change of mind returns at our discretion if we reasonably believe you have engaged in fraudulent conduct or are abusing our Return Policy.

 

 

We will provide refunds, repair or replacement of defective or faulty goods in accordance with Our terms. Your rights under Our terms are in addition to your statutory rights under the Australian Consumer Law.

 

 

4.1.      Notwithstanding Our Terms, Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

 

4.2.      If there is a major failure to comply with consumer guarantees in respect of goods, you are entitled to reject the goods and choose either a replacement or refund, or to retain the goods as they are and seek compensation for any drop in their value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

 

4.3.      Other failure to comply with the consumer guarantees: If the goods fail to be of acceptable quality and that failure does not amount to a major failure to comply with the consumer guarantees, you are entitled to have the goods repaired or replaced, or to be provided a refund (at our discretion). If the goods are not repaired or replaced within a reasonable time, you are entitled to a refund.

 

4.4.      Remedies under the consumer guarantees are not available in respect of faults or damage to goods that occurs as a result of misuse, neglect or abnormal use.

 

4.5.      Process for consumer guarantee claims: If you believe that goods purchased from Us fail to comply with the consumer guarantees please contact our customer service team [insert].

 

4.6.      Assessment of goods:  If you claim a remedy for faulty or defective goods pursuant to your consumer guarantee rights, we may need to send the goods away for inspection and assessment to confirm the nature, cause and extent of the claimed fault or defect and to determine your entitlement to a remedy.

 

If we reasonably determine upon such assessment and inspection that the goods are not defective or that any fault or defect has resulted from misuse, neglect or abnormal use, we will reject your claim under the consumer guarantees and return the goods to you. We reserve the right to require that you cover the cost of return shipping in that instance. If we reasonably determine that the goods are faulty or defective, we will provide an appropriate remedy depending on whether the failure to comply with the consumer guarantees is major or non-major as outlined above.

 

4.7.      Incorrect goods: If you believe that the goods we have shipped you do not reflect those that you ordered and/or do not correspond to the description we have provided, please contact our customer service team at [insert].