Refund policy

 

Thank you for shopping with us. We want you to have a positive experience with every purchase. This Return & Refund Policy explains how returns, refunds and exchanges are handled for orders placed through our Shopify store.

1. Australian Consumer Law

Our store complies with the Australian Consumer Law (ACL).

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

If a product has a major problem, you may be entitled to a refund or replacement. If a product has a minor problem, we may be required to repair or replace it, depending on the circumstances.

2. Change of Mind Returns

If you simply change your mind about your purchase, such as ordering the wrong item, choosing the wrong size, finding the product cheaper elsewhere, or deciding that you no longer want the product, a return is only available if our store's change-of-mind return conditions are met.

For change-of-mind returns:

  • The item must be unused and in its original condition.

  • The item should be returned with its original packaging where reasonably possible.

  • Proof of purchase may be required.

  • Return shipping costs may be the customer's responsibility.

  • Original shipping charges may not be refundable for change-of-mind returns.

  • We reserve the right to refuse a change-of-mind return where the stated conditions are not met.

These conditions do not limit your rights under the Australian Consumer Law.

3. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, defective or is not the product you ordered, please contact us as soon as reasonably possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photos or videos of the product and packaging, where applicable

We may assess the product before providing a remedy.

Depending on the circumstances and your rights under the Australian Consumer Law, we may provide a repair, replacement, refund or another appropriate remedy.

If we confirm that the product has a problem covered by the Australian Consumer Law, we will cover reasonable return costs where required by law.

4. Refunds

Once your return or product issue has been assessed and approved, we will notify you of the outcome.

Where a refund is applicable, it will generally be processed using the original payment method, unless otherwise agreed or required by law.

Please allow additional processing time for your bank or payment provider to make the funds available in your account.

5. Exchanges

If you receive an incorrect, damaged or faulty product, we may offer a replacement where appropriate and available.

For change-of-mind exchanges, availability and eligibility will depend on our change-of-mind return conditions.

6. Items That Cannot Be Returned for Change of Mind

Change-of-mind returns may not be accepted for certain products where they cannot reasonably be resold, including products that have been used, damaged after delivery, or personalised, unless otherwise required under the Australian Consumer Law.

This does not affect your legal rights if the product does not meet a consumer guarantee.

7. How to Request a Return or Refund

To request a return, refund or replacement, please contact us through our Shopify store's contact details and include your order number and details of the issue.

Email: [Your Support Email]

Store Name: [Your Store Name]

Please do not send products back without contacting us first, as this may delay the processing of your request.

8. Return Shipping

For change-of-mind returns, the customer may be responsible for return shipping costs.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will provide the appropriate remedy and reimburse reasonable return costs where required by law.

9. Our Commitment

We aim to handle all return and refund requests fairly, promptly and in accordance with the Australian Consumer Law.

If you have any questions about this policy, please contact us before returning your order.

Contact: [Your Support Email]

Store: [Your Store Name]