When to return a product
You are entitled to a replacement, credit or refund where the item(s) fault after we have inspected.
- when it is faulty;
- wrongly described; or
- different from a sample shown to you.
We are not required to replace your product if you simply change your mind or you have used the product.
However, if you are not happy with your product, At our discretion, we may decide to exchange or provide you with a credit note or a gift card, providing the product is returned to us in its original new condition with proof of purchase.
Our policy lasts ten business days. If ten business days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible to return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase.
Expenses relating to product returns
Any expenses relating to the return of your product will typically have to be paid by you. Please do not send your purchase back to the manufacturer.
Liaising with the manufacturer
For some product assessments, we may have to liaise directly with the manufacturer or their repair agent. Products assessed as having a minor fault will be repaired by the manufacturer and returned to you within a reasonable time. We will offer a refund or replacement if the product assessed as having a major failure.
Incorrect item received
In the event you receive an item that differs from what you have ordered, please contact us first on firstname.lastname@example.org. We can investigate further and advise the quickest way to have it resolved.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If the refund is approved, then the 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.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first recheck your bank account.
Contact your credit card company or your bank; it may take some time before your refund is processed.
If you’ve done due diligence and still have not received your refund yet, please contact us at email@example.com
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same another item, send us an email at firstname.lastname@example.org and send your item to 4/4 New St, Frankston VIC 3199
What information is needed to complete the return
To complete your return online, you will need to provide the following details:
- online order ID;
- the name of the person that placed the order as shown on the order confirmation;
- an email address where we can send updates on the progress of the return;
- an Australian mobile phone number, should we need to contact you.
To return your product, you should mail your product to 4/4 New St, Frankston VIC 3199
You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.