We understand that from time-to-time you may need to return an item to us. In order for your return to be processed, please contact us via email at firstname.lastname@example.org or by phone on 03 9800 0001.
Before contacting us, we ask that you read the below policy and instructions.
Change of mind
Any return requests due to change of mind must be submitted via email to email@example.com within 2 business days of the recorded delivery date. All change of mind return requests will be evaluated on a case-by-case basis.
We are not obliged to provide a refund or replacement for return requests due to change of mind.
If we do accept your change of mind return request, the following terms are applicable:
- Items must be returned to us at a return address to be provided in perfect condition ready to be resold. Failure to package a returning item properly will result in no refund being sent to you and the product will be returned to you;
- Postage will not be paid by us; and
- Proof of purchase must be provided.
Damaged or Faulty Items
We guarantee that any goods purchased from our website are of acceptable quality, reasonably fit for the purpose for which they are sold, and match the sample and any description provided on the website. If you have received the wrong items or where an item has arrived damaged or faulty or in any way does not meet the consumer guarantees under the Australian Consumer Law, please contact us via email at firstname.lastname@example.org within 2 business days of the recorded delivery date .
Where the items received do not meet the consumer guarantees set-out above or under the Australian Consumer Law, you must immediately return the item to us. Upon receipt of the item, you may then be entitled to the following remedies:
- a refund in relation to the items; or
- an identical replacement or one of similar value if available.
Incorrect item received
If the item you received is not what you ordered, we require notification within 2 business days of the recorded delivery date.
Where the item received is incorrect, you must immediately return the item to us at a return address to be provided. Upon receipt of the item, we will then send the correct item to you.
To qualify for a replacement an item must be returned in perfect condition ready to be resold. Failure to package a returning item properly will result in no replacement being sent to you and the product will be returned to you. Postage will be paid by us.
How long will it take
Once the returned items are received, we will make every effort to process the return claim within 3 business days. Where refunds are issued to a credit card account, the refund may not appear on your credit card statement until a future billing cycle, depending on the policy of your credit card provider.