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 all of the information below and instructions provided on each product page to ensure you are using our products correctly and safely.
Once you have made a purchase, you have agreed 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 lasts 14 days, which is our “Risk Free - Money Back Guarantee.” If you receive your item and you change your mind within those 14 days, then you are entitled to a full refund.
If it’s been over 14 days and you request a refund due to a broken/faulty product, please be prepared to show us how the product arrived broken and provide an honest explanation as to why it took over 14 days to inform us. We may require that you provide an image or video showing that the product was damaged or not working.
Note: Based on Australian Consumer Law, there is no time limit on refunds if the item has arrived faulty or broken. However, we encourage you to be honest and inform us as soon as possible. It is at our discretion to reject your claim if any reasonable person would suspect dishonesty (after the 14-day period).
Refunds are not applicable if 14 days go by and:
- You have received your order and have changed your mind
- The order or specific products were placed by mistake and you let us know after the 14 days
- You found the product cheaper elsewhere
- You misused the product in any way that caused the damage or acted against our advice
- You decided you no longer had use for it
- You knew or were made aware of the faults before purchasing the product
Please use our products with care, as they are delicate. If any products come into contact with substances or liquids that cause damage, that is no fault of our own, and you will not be eligible for a return if this occurs after the 14-day period.
For refunds, we can occasionally grant them without the need for 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 request it back.
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.
To organise your return or refund, please contact us via the contact page with your order number to ensure we are speaking to the right person. Please note that contacting us via social media channels may not be the best place for a quick response; we prefer being contacted via our website contact form.
If we request you to return your item, a return address will be provided.
If you request a refund due to a change of mind, and we ask you to ship the product back to our warehouse, you will be responsible for the return shipping. You must pay for the shipping upfront, and the product must arrive in good condition with a valid postal receipt shown to us before we issue the refund (assuming we request the product to be shipped back).
If your product was faulty and that is the reason for the refund, and we request you to ship it back, then we will cover the cost of return shipping in accordance with Australian Consumer Law.
Once a refund has been processed, the money will automatically be applied to your credit card or original method of payment within 5–10 business days (excluding public holidays and weekends).
If you have any questions about your refund, please allow a minimum of 5 business days after processing to check, then contact your bank, and finally contact us if still not received. Refunds should not take longer than 10 business days depending on your banking institution. International orders may take a minimum of 10 business days or more compared to local orders.
Section 2 – Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again — it may appear without a notification. If still nothing, then contact your bank, as it may take time before the refund officially appears.
If you’ve done all of this and still haven’t received your refund, please contact us via the contact form. Keep in mind that it usually takes up to 5 business days for funds to arrive, and sometimes longer depending on the institution. Please stay in communication with us so we can assist.
Section 3 – Return Shipping Costs
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 we ask you to return the item, then you will cover the cost of shipping. Anything outside 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).
Ending Notes & Recap
If you have any further questions, please read this page again 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 business hours (Mon–Fri) via email, and sometimes messages can get lost on social media. Please contact us on our website via the contact form.
Lastly, we seek to resolve all matters civilly and in a fair manner. If you are genuinely unhappy about something (order, product, etc.), please contact us to resolve the issue.
To learn more about our postage times, please visit our “Shipping Information” page, listed on the header and footer of our website.
We look forward to working with you and building a great relationship together.