Returns and Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original undamaged packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at firstname.lastname@example.org If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com or by using the contact page on our website.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Warranty for products
All products sold by us come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.In addition to a customer’s rights under the Australian Consumer Law, we offer a 12-month warranty on products sold which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):
If expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period in relation to accessories or bonus gifts (as noted as such in a product listing); or
If the fault or damage is due to:
normal wear and tear damage arising from improper assembly or modification of the product; damage arising from abnormal use or abuse of the product; damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or damage to external product packaging only.
We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
send missing parts (if applicable); suggest a method of self-repair (if applicable). Replace the product (subject to availability); offer an alternative product; or offer a partial or full credit voucher or refund.
Making a warranty claim for damaged goods or missing parts
Warranty claims should be sent to us via our contact page. The following should be included in the message:
order number; the quantity of each product and/or part missing, faulty or damaged; and an image or video (of acceptable quality) of the product that clearly shows: the fault or damage (if applicable) what part is missing (if applicable); the product in the original packaging (if applicable); and/or the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).In addition, please provide a brief explanation of the fault or damage, and what the customer is requesting, i.e. refund, credit or replacement of parts/product
All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.
You should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.
Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.
For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to two working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.
Any delivery delay should be reported by you to us within 30 working days from the date of dispatch. Any delivery delay will be investigated by our courier partner, which can take up to two working days . If we receive no update within two working days of notifying the partner, we will offer an appropriate remedy in accordance with the Australian Consumer Laws. For delivery time frames, please visit our Due to ongoing COVID restrictions in place in different states and unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded using your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.