As a local Australian company, we work with our trusted brands and suppliers in offering authentic and quality products.
Sometimes, there may be times when you need to return an item purchased from us.
If you have purchased additional items that you no longer want, we encourage you to share with those in need, in particular, the elderly, disabled and most vulnerable in our community.
You must contact us in writing (or via electronic communication) to obtain approval to return an item. If you return an item without contacting us or without following our instructions as per the policy, your return will not be accepted.
Important note - We do not refund delivery costs.
We are unable to accept the exchange or return of the certain items for health and safety reasons. This list is available on our website.
Change of Mind
Subject to the rest of the policy, we accept returns of an item and will provide a refund or credit if you have a change of mind or are unsatisfied with the product provided that:
you notify us in writing within strictly 30 days of receipt of purchase after which we will provide you with a Return Merchandise Authorization (RMA) Number.
an item is returned in the same condition as purchased (with all included accessories and components), has not been used or worn, opened or seal/s broken, is in a re-saleable condition and is not damaged during the time the product is in your possession, including up until we physically receive the product.
an item is returned to us strictly within 10 business days of us providing you a RMA number
you follow our returns process as per this policy
Please note, we do not refund delivery costs and refunds for items can only be paid in the same tender as the original purchase or refunded to the account used to pay for the item.
You are responsible for the cost and risk of returning the item, including the cost of return shipping. If the item is not received by us, you will not be eligible for a credit, exchange or refund. We recommend you insure high value item/s that you return as we do not accept any liability for any loss or damage which may occur during transit.
You may be provided with a product exchange, refund or store credit (at our discretion) only when the returned item is received, and it complies with the requirements of our policy.
If the returned item does not meet the conditions of this policy, you are responsible for the cost of receiving your returned item back to your nominated address. If we are unable to contact you to arrange this within 10 business days, we reserve the right to donate your product which is irreversible.
We cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken.
Faulty/Damaged Products
Please ensure that you read the manufacturer’s instructions carefully before using a product as improper use can sometimes result in the product becoming unfit for purpose and may result in a return not being accepted by us.
Our products come with guarantees that cannot be excluded under Australian Consumer Law and you are entitled to choose a refund or replacement for major failures. If a failure of an item does not amount to a major failure, we may choose to give you a free repair or replacement instead of a refund if this is possible. Further information is available on the ACCC website.
Subject to the rest of the policy and Australian Consumer Law, we accept the returns for faulty/damaged items provided that:
- you notify us in writing within a reasonable timeframe subject to proof of purchase
- the item is returned to us with accompanying proof of purchase and at your cost within 10 business days of us providing you a RMA number
We may have the faulty product returned to us assessed by a third-party or the brand or manufacturer to determine the nature and cause of the fault. Further information about this is available on our website.
We reserve the right to decline an exchange, refund or repair where any product fault is caused by improper use, general wear and tear or neglect.
How to lodge a return request?
To lodge a return request, please provide our team with the following information:
Description of item to be returned
Reason for return
Satisfactory Proof of Purchase (being your online proof of purchase, such as a tax invoice)
Photos and/or videos of any faults or issues
Expected outcome (exchange, replacement or refund)
When we issue you a RMA number, please include the same proof of purchase as provided above in your return request, ensure your product is carefully packed to minimise any potential loss or damage and return your order with a tracking number. The product remains your responsibility until it has been received at the address supplied by us and we do not accept any liability for any loss or damage which may occur during transit.
We reserve the right to make changes to this Return Policy without notice.
