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Our Returns Policy is in addition to your rights under the Australian Consumer Law. Please read the following carefully to ensure you are fully aware of your rights under this Policy and our obligations to you.
Change of Mind Returns
If for any reason you’ve had a change of mind about your purchase, we are happy to offer you a return for a store credit or exchange (at our discretion), provided that the item in question is:
- Returned within 14 days of receiving the order.
- In as-new condition, unopened, unused, with all original packaging, tags, and seals intact.
- In a resalable condition.
- Not damaged in any way.
You will be responsible for the cost and safe return of the goods, including return shipping fees. We recommend insuring high-value items for peace of mind during the returns process.
If your returned goods do not meet the criteria outlined above, we will work with you to cover the cost of returning your items to your nominated address.
To initiate a return for a change of mind, please follow the instructions outlined in the “How to Submit a Return” section below.
Change of Mind Returns Exclusions
Under the Australian Consumer Law, excluded products can be returned if they are faulty, not fit for purpose, or do not match the sample or description.
Other Returns
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You’re entitled to a replacement or refund for a major failure and to compensation for other reasonably foreseeable loss or damage. You’re also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
We accept product returns and provide a replacement, refund, or repair where:
- The product is faulty or is not of acceptable quality.
- The product is not fit for its intended purpose.
- The product does not match its sample or description.
Should you encounter an issue with your product, contact us immediately before disposing of it. We will assess your claim and provide guidance on the next steps.
If your goods are still under the manufacturer’s warranty, you may contact the manufacturer directly or contact us for assistance.
How to Submit a Return
To initiate a return:
- Sign in to your account and navigate to the “Orders” section.
- Select the order and choose the “Return Request” option.
- For marketplace items, select “Contact Seller” and then “Request Return.”
- Provide any required details, including photos or videos of the issue, if applicable.
Our team will contact you within 2 business days to guide you through the next steps.
Refunds
- Refunds for defective goods will be processed using the original payment method.
- Change of mind returns will be refunded in the form of a store credit.
- Refunds for marketplace items will follow the policies of the specific seller.
We aim to complete refunds within 7 business days from the date of receipt of the product. However, depending on your financial institution, it may take up to 10 business days for funds to appear in your account.
Warranties
Manufacturer’s warranties may apply to certain products. Please refer to the warranty documents provided with your purchase or contact the manufacturer directly. If no warranty is provided, our rights under Australian Consumer Law still apply.
Marketplace Returns / Exchanges
Marketplace purchases should be returned by contacting the relevant Marketplace Seller. If you are unable to resolve a dispute with a seller, you may submit your complaint to us for resolution.
We appreciate your cooperation in facilitating the returns process and ensuring a smooth resolution for all parties involved.