We have a standard warranty period of 12 months for a faulty product, however warranty periods can be longer on select items. Specific warranty information for an individual product can be found on the item’s product page.
If you believe there is an issue with an item, please notify us so we can resolve it for you as soon as possible. If you have any concerns, you can contact us directly via email at firstname.lastname@example.org or by phone on our free call number 1800 69 2225 or on (03) 9999 7734 during business hours.
In the event that an incorrectly sent item or a faulty item that is still under warranty is required to be sent back to us for testing or exchange, we will provide you with a printable Returns Label that will cover the postage cost of returning the item to us.
Incorrect Item Sent
In the unlikely event you have received an incorrect item, please contact us within 48 hours of receipt and we will organise delivery of the correct item. We will despatch the correct item to you immediately upon notification of the error. We will then organise the return of the incorrect item to us at no cost to you.
Incorrect Item Ordered
We offer an exchange or refund if you have purchased an incorrect item.
If you’ve ordered an incorrect item, we will happily exchange it for the correct item or offer a refund for the cost of the item ordered.
Please contact us to organise your exchange within 30 days of receiving the item, and return it to us within 30 days.
Any postage costs incurred from the return of the goods for exchange are the responsibility of the customer. You are also welcome to make returns at any of our stores.
Any difference in price for an exchanged item will need to be paid in full by the customer upon request of the exchange.
We will ship your replacement item as soon as we receive your returned goods.
For unwanted items we offer either an exchange or a refund if you change your mind.
If you decide that you do not want the item that you have purchased, then you may return it to us subject to a few conditions:
Please contact us to request the return within 30 days of receiving the item, and return the item to us within 30 days.
Any postage costs incurred from the return of the unwanted item(s) are the responsibility of the customer.
All unwanted items should be returned unused in their original condition, and in the original packaging.
We will not be able to process an exchange or refund until the returned item has been received and processed by our Returns Department.
We do not charge a restocking or handling fee.
Please note: if any item is not returned in original condition, or is returned with any part of the packaging missing, we will not be able to offer an exchange or refund. This includes items that have had shipping labels attached directly to the product packaging.
How long will it take to process my refund?
All refunds will be issued back via the original purchase method. Refunds to credit cards can take up to 3 days to appear. Paypal credits should appear within 24 hours during weekdays.
How do I return an item?
To ensure any items sent back to us can be received and processed as quickly as possible, a request for a Return Authorisation number is required.
If you have an account with us:
1. Log in to your account.
2. Click on 'Product Returns' in your ‘My Account’ menu.
3. Click on 'Request a new Product Return' and follow the prompts.
If you don't have an account, or you'd prefer to speak to someone:
- Email us at email@example.com or
- Call us on 1800 69 2225 (free call) or on 03 9999 7734