Returns
SECTION 1 - Returns & Refunds
All conditions outlined below follow The Australian Consumer Law Consumer Rights & Guarantees.
We strive to accommodate our customers where applicable. Please read all the information below and the instructions provided on each product page to ensure you are using our products correctly and safely.
By making a purchase, you agree to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email us using our Contact form on the ‘Contact Us’ page.
Our money-back guarantee policy lasts 14 days, which is our "Risk-Free - Money Back Guarantee." If you receive your item and change your mind within those 14 days, you are entitled to a full refund.
If it’s been over 14 days and you request a refund due to a broken or faulty product, please be prepared to show us how the product arrived broken and provide an honest explanation as to why it took over 14 days to inform us. We may require an image or video showing the product was damaged or not working.
Note, based on Australian Consumer Law, there is no time limit on refunds if the item has arrived faulty or broken. However, we encourage you to be honest and inform us at the earliest inconvenience.
Refunds are not applicable if 14 days have passed and:
- You have received your order and changed your mind
- The order or specific products were placed by mistake, and you informed us after 14 days
- You found the product cheaper elsewhere
- You misused the product in any way that caused the damage or went against our advice
- You decided you no longer had use for it
- You knew or were made aware of the faults before purchasing the product
Please use our products with care, as they are delicate. If any products come into contact with substances or liquids that cause damage to the product, this is not our responsibility, and you will not be eligible for a return if this occurs after the 14-day period.
For refunds, we can often grant them without the need for a return, meaning we issue a refund and let you keep the product. However, we ask that the product remain in good physical condition if we decide on a return.
If you seek a refund for a change of mind within the first 14 days, we ask that the product remain in good physical condition.
Before returning your item (if we decide on this), we will require you to contact us via the contact page with your order number to ensure we are speaking to the right person. You can visit this page through our website by clicking on the “Contact” link in the header. Please note that contacting us via social media channels may not be the best place for a quick response, and we prefer being contacted via our website contact form.
If we request you to return your item, a return address will be provided.
If your refund request falls within our refund policy, we will pay for the return shipping. You will need to pay it first, the product must arrive, and a valid postal receipt must be shown to us in order for us to reimburse the shipping cost - bank transfer or PayPal will be our preferred method of payment.
Once a refund has been processed, the money will be automatically applied to your credit card or original method of payment within 5-10 business days, excluding public holidays and weekends.
If you have any questions about your refund money arriving (after it’s been processed), please allow a minimum of 5 business days after the refund has been processed to check up on it, then contact your bank, and finally contact us. At most, it shouldn’t take longer than 10 business days, depending on the banking institution. Feel free to reach out to us so we can communicate with you during this time.
SECTION 2 - Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank; it may take some time before your refund is officially posted.
If you’ve done all of this and still have not received your refund yet, please contact us via the contact form. Please keep in mind that it usually takes approximately up to 5 business days for funds to arrive, though for some customers it may take longer. Stay in communication with us so we can align together. Contacting us via the contact form is the best way to get in touch with us.
SECTION 3 - Shipping
We will cover your return shipping costs if your product is faulty and you are asked to return it. If you change your mind during the 14 days and you want a refund & we ask you to return it, then we will also cover that cost of shipping. Anything outside the scope of the refund policy listed above, in accordance with Australian Consumer Law, is at our discretion (anything past 14 days and not due to a faulty product).
ENDING NOTES & RECAP
If you have any further questions, please do not hesitate to read this page again for extra clarity and then contact us via the Contact page.
Remember, contacting us via social media may not be the best way to get a prompt response. We do our best to respond to everyone within 24-48 hours (business hours, Mon - Fri) via email. Sometimes, messages can get lost in social media, so make sure to contact us on our website via the contact form.
Lastly, we seek to resolve all matters civilly and amicably. If you are genuinely unhappy about something (order, product, etc.), please contact us to resolve things.
To learn more about our postage times, please visit our "Shipping Information" page, listed on the header & footer of our website. We look forward to doing business with you. Thank you - all of our products are shipped directly to you from local Australian warehouses.