Refund Policy
SECTION 1 - Returns & Refunds
All conditions outlined below follow The Australian Consumer Law Consumer Rights & Guarantees.
We are committed to providing the best possible service and will always do our best to accommodate you where applicable. To ensure the safe and correct use of our products, we kindly ask that you read all the information and instructions provided on each product page carefully.
By completing your purchase, you agree to the terms and conditions outlined below. If you have any questions or concerns regarding a return, please reach out to us via the Contact form on our 'Contact Us' page.
Our Risk-Free Money-Back Guarantee
Our money-back guarantee is valid for 14 days after your purchase. If you change your mind within this period, you are entitled to a full refund.
If it has been more than 14 days and you are requesting a refund due to a faulty or damaged product, we kindly ask that you provide proof of the issue, such as a clear image or video showing the damage or malfunction. Additionally, we request an honest explanation of why it took longer than 14 days to report the issue.
Please note that under Australian Consumer Law, there is no time limit for refunds if the product is faulty or damaged. However, we encourage you to notify us as soon as possible so we can assist you promptly.
Refunds are not applicable if 14 days go by and:
- You have received your order and changed your mind.
- The order or specific products were placed by mistake, and you informed us after the 14-day period.
- You found the product at a lower price elsewhere.
- The product was misused or damaged in a way that contradicts our usage instructions or advice.
- You decided you no longer have use for the product.
- You were aware of, or made aware of, any faults with the product before making your purchase.
Please handle our products with care, as they are delicate. If any product comes into contact with substances or liquids that cause damage, this will not be considered a fault of our own. Additionally, if the damage occurs after the 14-day return period, you will not be eligible for a return or refund.
Refunds and Returns Process
We may grant refunds without requiring the return of the product, allowing you to keep it. However, we ask that the product remain in good physical condition if a return is requested later.
If you are seeking a refund due to a change of mind within the first 14 days, please ensure the product is still in good condition.
Before returning any items (if we approve the return), we ask that you contact us through our website's contact form with your order number to confirm your request. To reach us, click on the “Contact” link in the header of our website. Please note that reaching out via social media may not guarantee a quick response; we prefer all inquiries to be made through our website’s contact page.
If a Return Is Required:
- We will provide you with a return address.
- If your refund request qualifies under our refund policy, we will cover the return shipping costs. You will need to pay the shipping upfront and provide us with a valid postal receipt for reimbursement.
- Refunds for return shipping will be issued via bank transfer or PayPal, depending on your preference.
Once your refund is processed, the funds will be returned to your original method of payment within 5-10 business days, excluding weekends and public holidays.
Refund Delays: If you have not received your refund after the 5-10 business day processing period, please allow at least 5 business days before contacting us. If it still hasn’t arrived, please first check with your bank, then contact us if necessary. Refunds should not take longer than 10 business days, depending on your bank. Feel free to reach out to us, and we’ll assist you during this time.
SECTION 2 - Late or missing refunds (if applicable)
If You Haven’t Received Your Refund Yet:
- First, double-check your bank account to ensure the refund hasn’t been posted yet.
- If you still don’t see the refund, please contact your bank, as it may take some time for the refund to be officially processed.
If you've followed these steps and still haven't received your refund, please reach out to us through the contact form. Keep in mind that it can take up to 5 business days for the funds to appear in your account. In some cases, it may take a bit longer, but we encourage you to stay in touch so we can keep everything aligned.
For the quickest response, please contact us via the contact form on our website.
SECTION 3 - Shipping
Return Shipping Costs
We will cover your return shipping costs if the product is faulty and you are required to return it. If you change your mind within the 14-day return period and we ask you to return the product for a refund, we will also cover the return shipping cost.
For any requests outside of our refund policy (as outlined above), in accordance with Australian Consumer Law, return shipping costs will be at our discretion. This applies to requests made after the 14-day period and not due to a faulty product.
ENDING NOTES & RECAP
If you have any further questions, please feel free to review this page for additional clarity. If you still need assistance, don’t hesitate to contact us via the Contact page. :)
Please remember that contacting us via social media may not be the quickest way to get a response. We strive to reply to all inquiries within 24-48 hours during business hours (Monday to Friday) via email. Social media messages can sometimes get lost, so we recommend reaching out through our website’s contact form for the fastest and most reliable response.
Lastly, we aim to resolve all matters in a respectful and positive manner. If you are genuinely unhappy with your order, product, or any aspect of your experience, please don’t hesitate to contact us so we can work together to find a solution.
To learn more about our shipping times, please visit our "Shipping Information" page, available in both the header and footer of our website. We look forward to doing business with you. Thank you! All of our products are shipped directly from local Australian warehouses.