If you receive your item and it is not working for the first 14 days, you are entitled to a refund. You must provide a photo or video of the damaged product and the packaging via the contact us page.
Our policy lasts 14 days. If you receive your item and are not satisfied within the first 14 days of receiving it, you are entitled to a refund, no questions asked. All Australian consumers are protected by a set of consumer rights, which protects you in case the product never arrives or arrives broken, we urge you to let us know immediately, rather than wait an exorbitant amount of time to let us know (over 14 days), as that can be misleading to us & at times, dishonest if done with the wrong intentions.
Meaning, let us know at the earliest convenience please if your item is damaged, while there is no limit in the time you can take, Australian Consumer Law does encourage customers to do it within a reasonable amount of time.
If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
If the product is not used and is in its original packaging, with no visible wear, defects, damage, smells, animal hair, then it can be returned within 14 days after arrival for a Refund
Refunds are not applicable if you have received your order and have changed your mind or purchased by mistake.
Refunds are only available if your product arrives not as described, if it is broken or if it never arrives.
To be eligible for a return, your item must be unused, no visible wear, defects, damage, smells, animal hair, then is can be returned within 14 days in the original packaging.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
We do not refund items that are not in their original condition, are damaged or missing parts for reasons not due to our error.
Our return process requires the customer to send a photo and or video to show that the product is as new with all the required packaging. Once we receive the photo and or video please allow up to 7 business days to receive the postage return label and then another 7 days for your return to be processed once we’ve received it back at our HQ.
To qualify for the refund/replacement, we require a video or image that would support the issue being reported. Once received, our defective order department will review it & we’ll gladly process the replacement or refund whichever is appropriate.
In the unlikely event that your item was received damaged or faulty please email us at firstname.lastname@example.org with the following details:
- Original email/name you used when purchasing
- Proof of purchase (order number)
- Detailed description of the “fault” and “damage” of the item
- Video/Image evidence of the fault/defect of the product
REFUNDS (IF APPLICABLE)
Prior to you returning your item, we will require you to contact us via the contact page with the subject line “Refund” - you can visit this page through our website by clicking on the “Contact” link in the header.
We may decide for you to keep your product & issue the refund at the same time. Or in some cases, we may decide to receive the product first, then issue a refund, this is at our discretion, we will not pay for shipping of returned products.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, less the postage costs incurred by us for your item. Your postage costs will vary depending on where you are located.
If you’d like to return the product, in exchange for a new one, we can arrange that too - but at our discretion, as we may decide just to issue the refund instead or give you new store credits on top of the refund to get the replacement.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form.
SALE ITEMS (IF APPLICABLE)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email via the contact form.
To return your product, please contact us for details.
You will be responsible for paying for your own shipping costs for returning your item if you have ordered the wrong product or changed your mind.. Shipping costs are non-refundable.