Return & Refund Policy
Return & Refund Policy
We want you to be happy with your purchase. This policy explains how returns, refunds, damaged products and change-of-mind returns are handled.
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Faulty, Damaged or Incorrect Products
If your product arrives damaged, faulty, defective, incomplete or materially different from what you ordered, please contact us as soon as reasonably possible.
Please provide:
-
your order number;
-
a description of the problem;
-
clear photographs or video showing the issue where appropriate; and
-
photographs of the packaging if the item was damaged during delivery.
Our team may need to assess the product before determining the appropriate remedy.
Depending on the circumstances and your rights under Australian Consumer Law, the remedy may include a repair, replacement, refund or another appropriate solution.
For a major failure, you may be entitled to choose between a replacement and a refund.
Transit Damage
If your product has been damaged during delivery, please contact us as soon as possible after receiving it.
Please keep the original packaging where reasonably possible until the claim has been assessed, as the courier may request photographs of the packaging.
Where the product is confirmed to have been damaged in transit, we will arrange an appropriate remedy in accordance with Australian Consumer Law.
Missing Parts
If your product arrives with missing parts, please contact us before returning the entire product.
In many cases we may be able to send the missing component or replacement part without requiring the complete product to be returned.
Please provide your order number and, where available, identify the missing part from the assembly or instruction manual.
Change-of-Mind Returns
In addition to your rights under Australian Consumer Law, we may accept eligible change-of-mind returns within 60 days of purchase.
To qualify for a change-of-mind return, the product should generally be:
-
unused;
-
unassembled where applicable;
-
in resalable condition;
-
complete with accessories, manuals and included components; and
-
returned with the original packaging where reasonably possible.
Change-of-mind returns are subject to approval.
A 20% restocking fee may apply to approved change-of-mind returns.
Original delivery charges are generally not refundable for change-of-mind returns, and the customer is responsible for the cost of returning the product.
These conditions apply only to change-of-mind returns and do not limit your rights where a product is faulty, damaged or otherwise fails to meet a consumer guarantee.
Products That Cannot Usually Be Returned for Change of Mind
For health, hygiene, safety or other practical reasons, we generally cannot accept change-of-mind returns for:
-
gift cards;
-
downloadable or digital products;
-
opened personal-care or hygiene products;
-
intimate or sanitary products;
-
perishable products;
-
hazardous or flammable products; or
-
products specifically marked as non-returnable for change of mind.
This exclusion does not affect any rights you may have under Australian Consumer Law if the product is faulty or does not meet a consumer guarantee.
Sale & Clearance Products
Sale, promotional and clearance products may still be eligible for remedies where required under Australian Consumer Law.
Change-of-mind returns for clearance or final-sale products may be restricted where this was clearly disclosed before purchase.
How to Request a Return
Please do not send a product back without contacting us first, as our products may be supplied from different warehouses and the correct return address can vary.
Email:
Please include:
-
your order number;
-
the product you wish to return;
-
the reason for the return; and
-
photographs or video if the product is damaged or faulty.
Our customer service team will provide return instructions where required.
Please do not return products directly to the manufacturer unless our team specifically instructs you to do so.
Return Shipping Costs
For approved change-of-mind returns, the customer is generally responsible for return shipping costs.
For faulty products, Australian Consumer Law applies.
If a product is confirmed to have a problem covered by the consumer guarantees, reasonable return costs may need to be reimbursed.
For large, heavy or difficult-to-return faulty products, we may arrange collection or another appropriate return method.
Inspection of Returned Products
Returned products may be inspected once received.
For change-of-mind returns, we may reduce or decline a refund where the product has been used, damaged, assembled, altered, is missing components or is otherwise no longer in resalable condition, except where Australian Consumer Law provides otherwise.
Refunds
Once an approved return has been received and assessed, we will notify you of the outcome.
Approved refunds will normally be returned using the original payment method where applicable.
Processing times vary depending on your bank, card provider or payment provider and may take several business days after the refund has been processed.
Shipping charges, restocking fees or other deductions may apply to change-of-mind returns where permitted and disclosed.
These deductions do not apply where doing so would conflict with your rights under Australian Consumer Law.
Exchanges & Replacements
Where appropriate, we may arrange a replacement product or replacement parts.
If a replacement is unavailable, another remedy may be offered depending on the circumstances and your rights under Australian Consumer Law.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
We will attempt to cancel the order before dispatch, but cancellation cannot always be guaranteed once warehouse processing has started.
If an order has already been dispatched, it may need to be treated as a return.
Contact Us
For returns, refunds, warranty concerns or product issues, please contact:
Please include your order number in your message so we can assist you as quickly as possible.