Refunds & Shipping Policy
The laws around refunds in Australia are different to refund laws in other countries.
Both the Australian Competition and Consumer Commission (ACCC) and the Department of Fair Trading have detailed descriptions of the Australian laws around refunds. To help, we've summarised them all for you. As we are an Australia registered company we are bound by Australian law.
Am I entitled to a refund?
Only in certain circumstances.
Australian consumer law says that we MUSTprovide arepair, replacement or refund if an item is faulty or significantly not as described.
Am I entitled to a refund if I've changed my mind?
No, you're not.
Let's say you walk into a store and buy something and then walk back in one minute later with the receipt and try to return it, even then you're not entitled to a refund. Australian retailers are not required by law to refund anything simply because a customer has changed their mind.
The "Am I entitled to a refund?" checklist
Not sure if you're entitled to a refund? Run through this checklist and you'll be able to work out if you can get a refund under Australian law.
You're entitled to a refund, replacement or repair if:
- The item is faulty or damaged
- You were sent the wrong item
- You were sent the wrong size
- doesn't light up
- The item is significantly different from the product images and description
You are NOT entitled to a refund because:
- You just changed your mind
- You found the product cheaper at another store
- You don't like it
- You bought the wrong size
- about before you bought it. This includes instances where the fault was listed in the description.
I don't have my receipt. Can I still get a refund?
Even if the item you bought is faulty, you still need to present a valid proof of purchase to be eligible for a repair, replacement or refund. We have the right not to supply you with a repair, replacement or refund for a faulty item unless you show valid proof of purchase.
According to the ACCC, proof of purchase is defined as:
A receipt can come in the form of a:
- A GST tax invoice or
- A cash register or hand written receipt
Other types of proof of purchase include:
- Credit or debit card statement
- A lay-by agreement
- A receipt or reference number given for phone or internet payments
- A warranty card showing the supplier’s or manufacturer’s details and the date or amount of the purchase
- A serial or production number linked with the purchase on the supplier’s or manufacturer’s database
- A copy or photograph of the receipt
As long as you have one of these, you are legally entitled to a refund if your item is faulty.
The store I purchased from says it doesn't offer refunds. Is this allowed?
No, it's not. Stores displaying signs saying "no refunds" imply that they will not offer remedies in the case of a faulty items. This is illegal.
Regardless of what signs a store may have displayed, you will always be entitled to a refund if an item you bought doesn't meet its "consumer guarantee", e.g. it's damaged or doesn't work like it should.
The item I bought is faulty. Can I get a refund?
If you've purchased something, online or in-store, and it doesn't work as it should, then the business that sold it to you is required by law to provide you with a repair, a replacement or a refund. The business can choose which one of these three is most appropriate. But it shouldn't come at any extra cost to you and if it does, the business is required to compensate you for that extra cost.
Note: if you have "misused a product in any way that caused the problem" the item is not considered faulty and you are
What if I bought something online? Who pays for the return postage?
If you are returning something because you simply changed your mind, then you will often be required to pay for the return postage.
If you're returning a product because it's faulty and doesn't meet your consumer guarantees, then we will pay for return postage or reimburse the initial postage charges.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to some international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping time is an estimate only and actual shipping time may be less or more than estimated. Our shipping times are in no way guaranteed and we are not accountable for any losses caused by freight delays.