Our Refund & Return Policy
Our return policy is in line with the Australian Trade Practices Act. A return for exchange or refund is not possible for a change of mind. In every case where an item is faulty, incorrectly supplied, incorrectly described or does not do what it was advertised by us to do, we will issue a full refund or exchange at your discretion. If we request the item to be sent back to us, we will also refund the return postage cost. Where a refund is on an item that forms the bulk of a purchase, a pro-rata or tiered refund on the original order postage cost will also be refunded. Do not return an item until we have requested a return.
The ACCC states the following in relation to returns which forms the basis of our policy:
We are not required to provide a refund or replacement 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 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
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value. 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 keep your proof of purchase—e.g. your receipt.
Obviously as an online retailer we would have a record of your purchase. We do not require a copy of your original receipt as long as you can provide the name, address, email or phone number used on the original order so we can locate our record of the original purchase. A refund would be made in the same form the original transaction was paid. Where time has exceeded the ability to refund a payment directly through our Payment Provider, we may issue the refund via direct bank transfer or another means where the required record of transaction can be maintained. The reference to "repair" above also does not apply to our products as they generally can't be repaired. In any required case you will have the option to choose a full refund or exchange.
We aim to resolve all issues as quickly as possible. Please contact us for assistance. Our service pledge to our customers is to act in a fair and efficient manor so if you have any concerns please do not hesitate to make contact with us. Note that as with any retailer, we are only able to offer after-sales-service and warranty assistance to our customers. If you have bought elsewhere, please contact that retailer for support.
The ACCC states the following in relation to returns which forms the basis of our policy:
We are not required to provide a refund or replacement 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 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
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value. 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 keep your proof of purchase—e.g. your receipt.
Obviously as an online retailer we would have a record of your purchase. We do not require a copy of your original receipt as long as you can provide the name, address, email or phone number used on the original order so we can locate our record of the original purchase. A refund would be made in the same form the original transaction was paid. Where time has exceeded the ability to refund a payment directly through our Payment Provider, we may issue the refund via direct bank transfer or another means where the required record of transaction can be maintained. The reference to "repair" above also does not apply to our products as they generally can't be repaired. In any required case you will have the option to choose a full refund or exchange.
We aim to resolve all issues as quickly as possible. Please contact us for assistance. Our service pledge to our customers is to act in a fair and efficient manor so if you have any concerns please do not hesitate to make contact with us. Note that as with any retailer, we are only able to offer after-sales-service and warranty assistance to our customers. If you have bought elsewhere, please contact that retailer for support.
Returns, Changes & Exchanges
We are unable to offer an exchange, credit or refund on a change of mind purchase. This includes circumstances where you may have purchased more product than required or ordered and paid for an item that you no longer want.
Orders are unable to be changed, added to or altered in any way once the checkout has been completed. Orders are immediately sent to the picking and packing queue once confirmed as paid and will move as quickly as possible through our warehouse for dispatch. Accepting alterations would cause significant delay to all other orders in the system so to be fair to all customers we are unable to make changes once an order is paid.
Orders are unable to be changed, added to or altered in any way once the checkout has been completed. Orders are immediately sent to the picking and packing queue once confirmed as paid and will move as quickly as possible through our warehouse for dispatch. Accepting alterations would cause significant delay to all other orders in the system so to be fair to all customers we are unable to make changes once an order is paid.
