Returns, refunds and exchanges
1. Change of mind returns, refunds and exchanges
a) We are not responsible for, and do not offer refunds or exchanges:
i. where you have changed your mind and no longer wish to purchase the product(s) you have ordered; or
ii. where you have made mistakes or errors when finalising your order. This includes, without limitation, any spelling, typographical or grammatical errors, order quantity errors, or providing us with an incorrect delivery address.
b) We may allow a refund or credit (at our election) on a case-by-case basis for returns provided that the product in question is:
i. returned (at your expense) within 28 days of you receiving your order;
ii. not used (with original packaging); and
iii. not damaged in any way.
2. Your statutory rights – repairs and refunds
a) The Australian Consumer Law, which is Schedule 2 to the Competition and Consumer Act 2010 (Cth), provides certain statutory guarantees in respect of the products we supply to you if those products are of a kind ordinarily acquired for personal, domestic or household use and consumption, or cost less than $40,000, and are not re-supplied by you. These statutory guarantees give you certain rights that we cannot exclude, restrict or modify.
b) As outlined more fully in the Australian Consumer Law, if a product we supply to you fails to meet a statutory guarantee and that failure cannot be remedied or is a "major failure", subject to the provisions of the Australian Consumer Law, you are entitled to return the product to us, and we must provide you with a full refund or replacement (at your election) within a reasonable time. Alternatively, you may (at your election) choose to keep the product and recover from us the difference between the price you paid for the product and the value of the product.
c) As outlined more fully in the Australian Consumer Law, if a product we supply to you fails to meet a statutory guarantee and that failure can be remedied and is not a "major failure", subject to the provisions of the Australian Consumer Law, you are entitled to return the product to us and ask us to remedy the failure. We are entitled to choose how we remedy the failure, including by either:
i. repairing the goods;
ii. replacing the goods; or
iii. providing a full refund including the delivery fee
3. Manufacturer’s support
a) Please note that many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced trouble shooting. In many circumstances the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired. You may therefore prefer to contact the manufacturer rather than us, although you are not obliged to do this and, if at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact us for assistance.
b) Where we are obliged to refund your payment pursuant to these Terms, we aim to initiate your refund within 2 business days (Monday – Friday 9 am to 5 pm Darwin time). The additional time that it takes for you to receive your refund will depend upon how quickly your financial institution processes the refund. Please note that if we are obliged to provide you a partial refund of your payment for specific products in your order, we will only refund the component of the delivery charge relating to the products which are subject to the refund.
c) Except to the extent otherwise required by law (including, without limitation, the Australian Consumer Law), we will not be liable to you, or any other person, for any loss, damage, cost or expense suffered as a direct or indirect result of any delay in you receiving any refund due to you, whether in contract, negligence or any other tort, equity, restitution, strict liability, under statute or otherwise at all.]
4. Returns / faulty or damaged products
a) You should check your products as soon as they are delivered to you in order to ensure that:
i. they are what you ordered; and
ii. they are not damaged or faulty.
If this is not the case, you should contact us as soon as possible at firstname.lastname@example.org
b) If you are required to return goods, you will be responsible for paying for your own shipping costs for returning your products. If you are shipping an item over AUD$75, you should consider using a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned product.
c) You may not be entitled to any refund or exchange just because any packaging is damaged in transit. The packaging exists to protect the products themselves.
d) The time it may take for your exchanged product to reach you may vary, depending on your nominated shipping address.