Refund policy

RETURNS & REFUNDS POLICY

SECTION 1 – Returns & Refunds

All conditions outlined below are in accordance with the Australian Consumer Law (ACL) Consumer Guarantees.

We always strive to provide the best possible customer experience and will assess every request fairly. Please read the information below, as well as the instructions provided on each product page, to ensure you are using our products correctly and safely.

By placing an order with us, you agree to the terms outlined in this Returns & Refunds Policy. If you have any questions regarding a return or refund, please contact us via the Contact Us page on our website.

14-Day Money-Back Guarantee

Our Money-Back Guarantee is valid for 14 days from the date your order is delivered.

If you change your mind within 14 days of receiving your order, you may request a return and refund, provided the item:

  • Is unused or in good physical condition;

  • Is returned with all original packaging and accessories (where applicable); and

  • Meets the conditions outlined in this policy.

Faulty or Damaged Products

If your product arrives damaged, defective, or not functioning as intended, please contact us as soon as possible.

We may request clear photos or videos showing the fault before approving your claim.

Under Australian Consumer Law, customers are entitled to remedies for products that fail to meet consumer guarantees. There is no strict time limit for reporting genuine manufacturing defects, although we encourage customers to notify us as soon as reasonably possible after discovering the issue.

Refunds Are Not Available If

Refunds will generally not be provided if:

  • More than 14 days have passed and you have simply changed your mind;

  • The order was placed by mistake and reported after 14 days;

  • You found the product cheaper elsewhere;

  • The product has been misused, damaged through improper use, neglect, accidents, or failure to follow product instructions;

  • You no longer require the product;

  • You were aware of the product's condition or limitations before purchasing.

Return Process

Before returning any item, you must contact our Customer Support team through our Contact Us page and provide your order number.

Please do not send any products back without prior approval.

If your return is approved, we will provide you with the appropriate return address and return instructions.

Return Shipping Costs

Unless otherwise required under Australian Consumer Law, the customer is responsible for all return shipping costs.

This includes:

  • Change of mind returns;

  • Returns requested under our 14-Day Money-Back Guarantee; and

  • Any other approved return where Australian Consumer Law does not require us to cover return postage.

We recommend using a tracked shipping service, as we are not responsible for returned parcels that are lost in transit.

Any original shipping charges paid at the time of purchase are non-refundable.

Processing Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be issued to your original payment method within approximately 5–10 business days, depending on your financial institution.

SECTION 2 – Late or Missing Refunds

If you have not yet received your refund:

  • Check your bank account again.

  • Contact your credit card provider or bank, as refunds may take several business days to appear.

  • If you have completed the above steps and still have not received your refund, please contact us through our Contact Us page.

Please allow at least 5 business days after receiving confirmation that your refund has been processed before contacting us.

SECTION 3 – Return Shipping

Customers are responsible for paying the cost of returning approved items unless Australian Consumer Law requires us to provide a remedy at no cost to you.

Return shipping fees are non-refundable.

If you are returning an item due to a change of mind, you are responsible for all return postage costs.

Where required by Australian Consumer Law, we will provide an appropriate remedy, including repair, replacement, or refund, for products with a major failure or where otherwise required by law.

If you have any questions regarding this policy, please contact us through our website's Contact Us page.

Please note that contacting us via social media may result in delayed responses. Our Customer Support team aims to respond to all enquiries within 24–48 business hours (Monday–Friday).

We are committed to resolving all genuine concerns fairly and professionally.

For information about shipping times, please visit our Shipping Information page.