Return Policy
SECTION 1 - Returns & Refunds
We will always do our best to accommodate where applicable, and we highly recommend making yourself aware of our Return Policy below prior to purchasing from us. Please read all of the information below and instructions provided on each product page to ensure you are using our products correctly and safely.
Once you have made a purchase, you have agreed 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 30 days, which really is our "Risk Free - Money Back Guarantee." If you receive your item and you change your mind within those 30 days, then you are not entitled to a full refund. You will only be entitled to a refund if the product is faulty or damaged and you must provide proof to support that the product is faulty or damaged for us to assess. The 30 day money back guarantee is expressly referring to if the product is faulty or damaged. If the product is not faulty or damaged then you will not be entitled to the 30 day money back guarantee.
If it’s been over 30 days and you request a refund due to a broken/faulty product, please be prepared to show us how the product arrived broken and an honest explanation as to why it took over 30 days to inform us of the faulty product. We will require that you provide us with either an image or video showing that the product is damaged and/or not working.
Note, based on Australian Consumer Law, there is no time limit on refunds if the item has arrived faulty or broken. But we encourage you to be honest and inform us at the earliest inconvenience.
Please note by purchasing the product, you agree that refunds are not applicable if:
- You have received your order and have changed your mind or did not like the product
- The order or specific product(s) was purchased by mistake
- You found the product cheaper elsewhere
- You misused the product in any way that caused the damage or against our advice
- You decided that you no longer had use for it or no longer want the product
- 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 any substances or liquids that cause damage to the product, that is no fault of our own, and you will not be eligible for a return, if this is over the 30 day period.
Prior to you returning your item (if this is applicable and we approve this), we will require you to contact us via the contact page with your 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 that we prefer being contacted via our website contact form.
If we request you to return your item. A return address will be provided.
If a refund has been processed, then your refund will be processed and money returned will automatically be 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 firstly allow for a minimum of 5 business days after the refund has been processed to check up on it, then contact your bank and then contact us. But at a maximum, it shouldn’t arrive any 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. If the returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address.
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 you 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, for some customers it may take longer, just keep in communication with us so we can all be aligned together. Contacting us via the contact form is the best way to get in touch with us.
SECTION 3 - Shipping
Shipping costs will be covered by you if your product is faulty and you are asked to return it. Anything out of the scope of the refund policy, listed above, in accordance with Australian Consumer Law, is at our discretion (anything past 30 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 to 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 and 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 in a good way. 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.