Refund policy

RETURNS & REFUNDS POLICY

SECTION 1 – Returns & Refunds

All conditions outlined below are intended to comply with the Australian Consumer Law (ACL) Consumer Guarantees.

We always strive to provide the best possible customer experience and assess every return or refund request fairly. Please read this policy carefully, as well as any product-specific instructions provided on the relevant product page.

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 through 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 and in good physical condition;
  • Is returned with all original packaging and accessories, where applicable;
  • Has not been damaged, altered, or misused; and
  • Meets all other conditions outlined in this policy.

Return Costs for Change-of-Mind Returns

For approved change-of-mind returns under our 14-Day Money-Back Guarantee, the customer is responsible for the return shipping cost and a 10-25% restocking fee.

The 10-25% restocking fee is calculated based on the total product purchase price and will be deducted from the refund amount.

For example, if your product purchase price is $100, a 25% restocking fee of $25 will apply, in addition to the return shipping cost.

The customer must cover both:

  • The cost of shipping the item back to us; and
  • The applicable 25% restocking fee.

Return shipping costs are non-refundable.

Faulty or Damaged Products

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

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

Under Australian Consumer Law, customers may be entitled to a repair, replacement, refund, or other remedy where a product fails to meet the applicable consumer guarantees.

The 25% restocking fee and return shipping requirements for change-of-mind returns do not apply where Australian Consumer Law requires us to provide a remedy.

Refunds Are Not Available If

Refunds will generally not be provided if:

  • More than 14 days have passed and you are requesting a refund solely because you changed your mind;
  • The order was placed by mistake and the request is made after the applicable return period;
  • You found the product cheaper elsewhere;
  • The product has been misused, damaged through improper use, neglect, accident, or failure to follow product instructions;
  • You no longer require the product; or
  • You were aware of the product's condition or limitations before purchasing.

This does not limit any rights or remedies you may have under Australian Consumer Law.

SECTION 2 – Return Process

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

Please do not send any product back without receiving prior approval from our Customer Support team.

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

The returned item must meet the applicable return conditions before a refund can be issued.

SECTION 3 – Return Shipping Costs & Restocking Fee

For approved change-of-mind returns, the customer is responsible for the return shipping cost and a 25% restocking fee.

The return shipping cost must be paid by the customer and is non-refundable.

The 25% restocking fee will be deducted from the amount refunded after the returned product has been received and inspected.

Example

If the product purchase price is $200:

  • Product purchase price: $200
  • 25% restocking fee: $50
  • Return shipping: Paid by the customer
  • Refund before any other applicable deductions: $150

Original shipping charges paid at the time of purchase are also non-refundable, unless otherwise required under Australian Consumer Law.

We strongly recommend using a tracked shipping service when returning an item. We are not responsible for returned parcels that are lost or damaged while being shipped back to us.

SECTION 4 – Processing Refunds

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

If your refund is approved, the applicable 25% restocking fee, return shipping costs, and any other applicable non-refundable charges will be accounted for in accordance with this policy.

Approved refunds will be issued to the original payment method within approximately 5–10 business days. The time required for the funds to appear in your account may vary depending on your bank or financial institution.

SECTION 5 – Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.

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

  3. 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 regarding a missing refund.

SECTION 6 – Australian Consumer Law

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law.

Where Australian Consumer Law requires us to provide a remedy for a product with a major failure, minor failure, defect, or other covered issue, we will provide the applicable remedy in accordance with the law.

The 25% restocking fee and customer-paid return shipping requirements apply to eligible change-of-mind returns and do not override any rights the customer has under Australian Consumer Law.

SECTION 7 – Customer Support

If you have any questions regarding this Returns & Refunds Policy or would like to request a return, 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 enquiries within 24–48 business hours, Monday–Friday.

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

For information about delivery timeframes, please visit our Shipping Information page.