These Return and Cancellation Terms outline your rights and responsibilities when requesting a return, refund, exchange, or order cancellation. They are provided in accordance with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth).
1. Your Rights Under Australian Consumer Law
Under the ACL, consumers are entitled to a remedy (such as a repair, replacement, or refund) if a product or service:
- Is faulty, damaged, or unsafe
- Is significantly different from its description or sample
- Does not do what it is supposed to do
- Is not delivered within a reasonable time
These rights apply in addition to any return policy provided here and cannot be excluded or limited by any seller.
2. Change of Mind
Returns for change of mind (including incorrect choice or no longer wanting the item) are generally not required by law. However, we may offer change-of-mind returns at our discretion, provided that:
- The item is returned unused, unopened, and in original condition and packaging
- A request is made within a reasonable period (e.g., 14 days of delivery)
- Proof of purchase is provided
Change-of-mind refunds, if accepted, may exclude shipping and handling costs.
3. Faulty or Damaged Items
If an item arrives faulty, damaged, or not as described, you may be entitled to a replacement, repair, or full refund, depending on the nature of the issue. Please:
- Notify us as soon as possible after receiving the item
- Provide details of the fault along with photographic evidence (if applicable)
- Retain the item until further instructions are provided
We will cover return shipping for faulty or incorrect items.
4. Cancellations
Order cancellations may be accepted before dispatch. If you wish to cancel an order:
- Contact us immediately via our available support channels
- If the item has already been shipped, you may need to wait for delivery and initiate a return (subject to our returns policy)
We reserve the right to refuse cancellation if the order is already in progress or shipped.
5. Return Process
To initiate a return, please:
- Contact our support team with your order number and reason for return
- Follow the return instructions provided (including packaging and return address)
- Use tracked shipping where applicable
We recommend keeping proof of return postage.
6. Refunds
Approved refunds will be processed via the original payment method. Please allow a reasonable processing time (typically 5–10 business days) once the return is received and reviewed.