Returns & Refunds Policy
We comply with the Australian Consumer Law (ACL). This policy explains your rights and our process for returns, refunds, and replacements.
Change of Mind
We do not offer refunds for change of mind, including:
- Ordering the wrong item
- Deciding you no longer want the product
- Colour, style, or size preferences
This does not affect your rights under Australian Consumer Law.
Faulty, Damaged, or Incorrect Items
You are entitled to a remedy under ACL if an item:
- Is faulty or defective
- Arrives damaged
- Is not as described
- Is different from what you ordered
Depending on the issue, we may offer a refund, replacement, or repair.
Reporting an Issue
To help us resolve issues quickly, please contact us within 30 days of delivery and provide:
- Clear photos or videos showing the issue
- Your order number
- A brief description of the problem
Items Lost or Delayed in Transit
If your order has not arrived within a reasonable timeframe, please contact us. We will investigate delivery issues and provide an appropriate resolution where applicable.
Orders marked as delivered by the carrier but reported as missing may require confirmation from the local postal service.
Returns
Where a return is required:
- We will provide instructions on how to proceed
- Returns must be approved before sending any items
- Unauthorised returns may not be accepted
In some cases, returning items may not be practical due to international shipping. Where appropriate, we may offer an alternative resolution.
Non-Refundable Situations
Refunds may not be available where:
- The issue is caused by incorrect address details provided by the customer
- Delivery attempts were unsuccessful due to failure to collect the parcel
- Delays occur due to events beyond reasonable control (e.g. customs delays, extreme weather, strikes)
Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any consumer rights under Australian Consumer Law.