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Refund policy

RETURNS & REFUNDS POLICY

1. Australian Consumer Law (Non-Excludable Rights)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to:

  • A replacement or refund for a major failure

  • Compensation for any other reasonably foreseeable loss or damage

  • A repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure

✅ These rights apply regardless of our store policy.

2. Important Information About Our Products

We sell:

  • High-value electronic products

  • Imported goods

  • Dropshipped items supplied by overseas manufacturers and warehouses

This means:

  • Delivery times may vary

  • Packaging may differ from local retail stock

  • Warranty and service processes depend on the manufacturer

  • Some products may require return to an overseas service centre

3. Change of Mind Returns (Strict Conditions Apply)

We do not offer change-of-mind returns for:

  • High-value electronics

  • Imported goods

  • Dropshipped items

  • Custom or special-order products

This includes but is not limited to:

  • Incorrect choice

  • No longer required

  • Found cheaper elsewhere

  • Ordered in error

✅ Change-of-mind refunds are not required under ACL and are therefore excluded.

4. Faulty, Damaged or Incorrect Items

If your item is:

  • Faulty

  • Damaged in transit

  • Incorrect

  • Not as described

You are entitled to a repair, replacement or refund under ACL.

You must notify us within:

  • 48 hours for shipping damage

  • 7 days for faults or incorrect items

Provide:

  • Order number

  • Clear photos/videos of damage or fault

  • Packaging and shipping label photos

5. What Is a “Major Failure”?

A product is considered to have a major failure if:

  • It is unsafe

  • It is significantly different to the description or images

  • It is substantially unfit for its intended purpose

  • It cannot be repaired within a reasonable time

In these cases, you choose:

  • Refund

  • Replacement

  • Or compensation

6. Warranty on High-Value Electronics

All electronics include manufacturer-backed warranty unless stated otherwise.

Warranty does not cover:

  • Physical damage after delivery

  • Water damage

  • Power surge damage

  • Incorrect installation

  • Commercial misuse beyond product specification

  • User modification or tampering

Warranty process may involve:

  • Remote diagnosis

  • Video testing

  • Return to supplier assessment

  • Replacement parts shipped instead of full unit replacement

7. Return Shipping for Faulty Products

  • If the fault is confirmed under ACL:

    If no fault is found:

    Return shipping is paid by the customerWe cover reasonable return shipping costs

    • A restocking fee may apply

Some products may require international return to manufacturer.

8. Refund Processing Time

Once approved:

  • Refunds processed within 3–5 business days

  • Banks/payment providers may take 3–10 business days

Refunds are issued to the original payment method only.

9. Shipping Damage Policy (Strict Timeframes)

If your item arrives damaged:

  • Notify us within 48 hours of delivery

  • Provide:

    Photos of external packaging

    • Internal packaging

    • Product damage

    • Shipping label

Failure to report within this window may void eligibility for a replacement or refund.

10. Non-Returnable Products

We do not accept returns for:

  • Custom-made products

  • Special orders

  • Clearance or final sale items

  • Opened electronics

  • Installed products

  • Digital products or software

  • Gift cards

11. Lost or Delayed Parcels

We are not responsible for delays caused by:

  • Customs clearance

  • International couriers

  • Border force inspections

  • Weather disruptions

  • Global freight issues

If a parcel is confirmed lost by the courier:

  • A replacement or refund will be issued

12. Trade, Wholesale & Commercial Purchases

Trade customers:

  • Are subject to separate commercial warranty terms

  • May not receive consumer-level protections under ACL where applicable

  • Must agree to trade terms at checkout or via invoice contract

13. How to Lodge a Return Request

Email [support@yourdomain.com] with:

 

  • Order number

  • Description of issue

  • Photos/videos where applicable

We respond within 1–2 business days.

14. Chargebacks & Disputes

Fraudulent chargebacks will be:

  • Challenged with courier delivery confirmation

  • Product serial numbers

  • IP address records

  • Date/time stamps

  • Customer communication records

Once a return is approved, refunds must be processed through our system