We hope you are happy with your purchase. However, if for any reason you are not, please refer to the below:
Damaged in transit:
In the unlikely event that your item arrives damaged or faulty, please notify AusPoints within 30 days of receiving the item for a replacement (if available).
If an item arrives and the packaging or the item itself is clearly and significantly damaged, please take photos or a video showing the damage, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.
If you notice that an item is damaged after it has been delivered to you, please take photos or a video, clearly showing the damage and contact us as soon as possible, within 3 business days of receiving your delivery.
Please do not attempt to return the item before speaking to one of our specialists.
We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.
Wrong item delivered:
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, within 3 business days of receiving your delivery. To help our Customer Service Team, we kindly ask that you please attach a clear photo of the incorrect products you have received. This information will allow us to work out what has happened and rectify the issue faster. We will offer to send you the correct item and arrange for the returning label and return of the incorrectly shipped item at no cost to you.
30 Day Returns:
We want you to feel confident when buying from AusPoints. If you change your mind about a purchase you have made with us, you may return it to us within 30 days of the date you received it.
• You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us.
• Items returned must be in 'as-new' condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Please return items secured in their original packaging. This also includes not packing the item up sufficiently to avoid damage in transit back to us. Please use the packing material the item was sent with. If you cannot return an item 'as new' in its original packaging, a handling and restocking fee may apply, up to 20% of the value of the item.
Once we receive the returned items, we will fully refund you the amount you paid for the order less any cost for shipping the items to you. In the case of large items, we will also deduct the return shipping cost from the amount that you paid.
To arrange a return, please go to the Contact Seller link which can be found in your original order confirmation email or contact our Customer Service Team on 02 8764 0019 for assistance.
Faults and Warranty Claims:
AusPoints warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.
If an item arrives and is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or a video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you're happy with. For example, we may arrange for one or a combination of the following:
• You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.
• We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.