Refund & Return Policy

SECTION 1 - Returns & Refunds 

All conditions outlined below follow The Australian Consumer Law Consumer Rights & Guarantees.

We will always do our best to accommodate where applicable. Please read the information below and the instructions on each product page to ensure you use our products correctly and safely.

By purchasing, you agree 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, also called the "Risk-Free-Money Back Guarantee," lasts 14 days. If you receive your item and change your mind within those 14 days, you are entitled to a full refund. 

If 14 days have passed 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 for why it took over 14 days to inform us of the faulty product. We may require you to provide us with an image or video showing the product was damaged and/or not working.

Note that, based on Australian Consumer Law, there is no time limit on refunds if the item arrives faulty or broken. But we encourage you to be honest and inform us as soon as possible.   

Refunds are not applicable if 14 days pass and:

  • You have received your order and have changed your mind
  • You placed the order or specific products within the order by mistake, and you let us know after 14 day period
  • You found the product cheaper elsewhere
  • Misused the product in any way that caused the damage or against our advice
  • Decided you no longer had use for it
  • Knew or were made aware of the faults before purchasing the product   

Please use our products with care. If any products come into contact with any substances or liquids that cause damage to the product, you will not be eligible for a return if the 14-day period has expired.

We can often grant refunds without requiring a return, meaning we issue a refund and let you keep the product. However, we still ask that the product remain in good physical condition if we decide to return it. 

If you seek a refund for a change of mind within the first 14 days, we ask that the product remain in good physical condition.     

Before returning your item, contact us via the "Contact Us" page with your order number. You can visit this page through our website by clicking the "Contact" link in the header. Contacting us via social media may not be the best way to get a quick response. You will receive a faster response if you contact us via our website contact form. 

If we request that you return your item. We will provide you with a return address.

We will pay for the return shipping if your refund request falls within our policy. However, the product must arrive, and a valid postal receipt must be provided for us to pay. Bank transfer or PayPal will be our preferred form of payment for the extra shipping you have incurred returning your products. 

Once a refund has been processed, money returned will automatically be applied to your credit card or original payment method within 5-10 business days.

If you have any questions about your money arriving, please allow a minimum of 5 business days after the refund has been processed to follow up. Once five business days have passed, please get in touch with your bank before contacting us. 

SECTION 2 - Late or missing refunds (if applicable)  

If you haven't received your refund, check your bank balance and contact your bank; it may take some time before the bank officially posts the refund.  

If you've done all of this and you still have not received your refund, please contact us via the contact form. Please keep in mind that it usually takes approximately five business days for funds to arrive; for some customers, it may take longer. Stay in communication with us so we are all on the same page. Contacting us via the contact form is the best way to contact us. 

SECTION 3 - Shipping         

We will cover your return shipping costs if your product is faulty and you are asked to return it. If you change your mind during the 14 days and you want a refund and we ask you to return it, then we will also cover that cost of shipping. Anything out of the scope of the refund policy listed above, in accordance with Australian Consumer Law, is at our discretion (anything past 14 days and not due to a faulty product). 

FINAL NOTES        

If you have any further questions, please do not hesitate to reread this page for extra clarity and 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, but sometimes messages can get lost on 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. Please feel free to contact us to resolve any issues if you are genuinely unhappy about something (order, product, etc.). 

To learn more about our postage times, please visit our "Shipping Information" page, listed in the header and 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.