Refund policy

RETURNS AND REFUND POLICY

Change of mind returns

• We do not offer you a refund or exchange for change of mind. Please choose your products carefully.

Faulty Products Returns

• Subject to the other terms of this clause, we will provide our own remedies (set out below) which are equivalent to those remedies in the consumer guarantee provisions of the Australian Consumer Law where a Product is determined to be faulty, and
  • you can present to us your receipt or other adequate proof of purchase;
  • you have complied with the notification and inspection requirements set out under "Notification and Inspection";
  • the Products are returned to us in accordance with clause "How to return Products" if requested by us; and
  • the Products are assessed by us as being faulty in accordance with clause "Products being assessed"
• This warranty against defects is in addition to any rights you may have under the Australian Consumer Law.

Notification and inspection

• You must inspect all Products immediately on receipt of the Products and before use.
• You may reject any Products as faulty provided that you give us notice of such fault including information of your Products and the fault:
  • in the case of a fault that is apparent on normal visual inspection or any component of the Product is missing, within 48 hours of receipt; or
  • in the case of a latent defect (being a defect that is not apparent on an initial visual inspection), within 14 days of receipt.
  • You must do all that is reasonable to prevent the Products from becoming faulty or mitigate any further harm or damage. Products must be stored in a manner that does not cause any further harm or damage to the Products. Products (whether faulty or not) must be stored and handled in the same manner as if they had no fault.
  • You will be required to provide us with proof of the fault including by way of photographic or video evidence. In providing this information to us you authorise our use and disclosure to those third parties that may assist us in assessing the fault (such as the manufacturer or third party service providers).
  • We may, if we require, request you to return the Products to us in accordance with clause "How to return Products".

How to return Products

• Once we have received the information about the fault we may, if required, request you to return the Products to us in accordance with this clause.
• If required, we will provide you with instructions on how to send the Products back to us. Please note that we reserve the right to assess the Products before providing a replacement or refund in accordance with clause "Products being assessed".
• In sending the Products back to us:
  • Ensure the Products are packaged and stored in a way that will not cause any further harm or damage to the Products. We are not responsible for any damage caused during return transit due to inadequate protection or storage methods;
  • Ensure that the Products are packaged and delivered with registered post (or a similar service). We will not be responsible for any Products lost in the post;
  • Certain costs may be incurred by you in returning the Products to us, including postage or freight costs. We are not liable for those return costs; and
  • You must return the Products in the way as instructed by us or we will be unable to process your return and your Products may be forfeited.

Products being assessed

• We reserve the right to assess the Products before providing a replacement or refund. We will not be liable for or required to accept any return for any fault or damage where such fault or damage is caused or partly caused by or arises as a result of:
  • your acts or omissions, including where you fail to take reasonable steps to prevent them from becoming defective or you fail to follow our instructions or standard practice for products the same as or similar to the Products;
  • your continued use after discovering fault, or attempting to alter the Products without our consent (or by an unauthorised repairer). If a component of a product becomes defective, you must not attempt to repair it yourself. Doing so may cause damage which is not covered by this warranty;
  • you failing to maintain the Products in accordance with our product and care instructions specified on the Website and any care & maintenance booklets provided with the Products;
  • wilful damage, negligence or abnormal use or storage or working conditions; or
  • fair wear and tear.
• This limited warranty applies to defects due to workmanship or materials, subject to the limitations described in this warranty. This limited warranty does not cover:
  • damage to any packaging only (and not the Products);
  • insignificant minor variations in dimensions, colour, grain or finish; and/or
  • replacement of any non-defective pieces of the Product (for example, if only one component of the item is defective, then we will replace the defective component only).
• For some Products that we cannot assess ourselves, we may arrange for the Products to be sent to the manufacturer for assessment. In these circumstances, depending on the Products, please be aware that it may take several weeks to complete this process.
• If there is a minor fault and the Products can be repaired, we will replace it, repair it or refund the purchase price, at our discretion.
• If there is a major fault, you may choose to receive a refund, replacement or repair.
• In the event that we do not find a fault in the Products, the replacement or refund will be refused, and the Products will be returned to you at your cost.
• In the event that you fail to comply with any of your obligations set out under this clause, including in respect of the return of Products, we reserve the right to refuse to provide you with a replacement or refund of the Products in our discretion (acting reasonably).

General

• The warranty noted under this clause is provided to the original purchaser only and is non-transferrable.
• Any refunds provided under this clause will be issued to the same payment method which was used for the purchase and will be processed within 3 weeks of confirmation that the conditions of refund have been met.