FAULTY PRODUCT RETURNS
We aim to provide you with products of the highest standard and quality. If you have received a product with a defect, please contact our customer services team as soon as possible so we can guide you through the returns process and help resolve the problem as swiftly as possible. To assist the return process, you may be required to send us images of the damage, defect or fault for a preliminary assessment. You may be asked to provide further information to support your claim to assist us with our evaluation of the goods.
If the product is confirmed to have a defect, we will replace or repair the product or refund the price of the product to your original payment method, as appropriate. If the product is found not to have a defect or deemed out of warranty, we will contact you to determine whether you want us to dispose of the product or return the product to you at your expense.
It does not constitute as a defect if in our reasonable opinion a product has become of unacceptable quality following the sale to you due to fair wear and tear, misuse, failure to use following manufacturers’ instructions, using it in an unusual way or failure to take reasonable care.
CHANGE OF MIND RETURNS
In addition to your rights concerning faulty products, and subject to the restrictions set out above, you can return any product:
- as long as the return is initiated in your account and the return is placed in the post within 30 days of receipt of the shipment confirmation email (or longer promotional or advertised return period, if applicable);
- unused and in a saleable condition
- in the original packaging, which must be in the original condition, including sealed boxes. You don’t need the clear plastic packaging, except for products sealed for hygiene reasons – see below); and
Please note that products sealed for hygiene reasons (e.g. washroom paper, soaps, chemicals, inner contents etc.) can only be returned under a change of mind returns policy if the seal is intact (which cannot be returned, unless deemed faulty).
Upon receiving and inspection of your return, we will contact you about next steps. Once determined the return is in compliance with our terms, we will either:
- refund the price of the product returned to your original payment method; or
- exchange the product for another size, subject to availability.
We will not refund any delivery fees that you have paid at purchase to have the product shipped to you or the cost of any packaging you provide to send the items back to us. If the return, in our reasonable opinion, is not in compliance with clause our terms, we will contact you to ship the product back to you, and you will be liable for the shipping costs both to and from us.
We offer a flexible change of mind returns policy to streamline your shopping experience. We monitor return rate frequency and value for fraud, abuse and general security purposes. In the event of elevated return frequency and values, we are entitled to close or block access to your account or deny you from making future orders.
Nothing in this clause is intended to exclude any rights that we have listed or any of your statutory rights as a consumer under Australian Consumer Law.
All of our items are sent from our main distribution centre at 37-39 Musgrave Road, Coopers Plains, QLD 4108.
We aim to deliver products to you at the place of delivery requested by you within the time indicated by us at the time of your order, but we can’t absolutely guarantee firm delivery dates or times.
We will try to let you know if we expect to be unable to meet our estimated delivery date or time, but, to the extent permitted by law, we will not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late or delayed delivery.
We will aim to leave the order at the address advised by you at the time of purchase. You must ensure that you are able to take delivery of the product without undue delay and at any time reasonably specified by us. Our delivery partners may contact you via SMS prior to delivery to provide you with different delivery options, including giving ‘authority to leave’ the item at the address or have delivery re-routed to a collection point. Alternatively, the courier may leave a card requesting your instructions on either re-delivery or collection from the carrier or a collection point.
By default, you provide authority to leave items at the address specified in your order. If the delivery driver deems the area unsafe in their discretion, your order will be redirected to a collection point, redelivered in the next delivery run (where available) or returned to the collection centre. If delivery or collection is delayed through your unreasonable refusal to accept delivery or if you do not (within two weeks of our first attempt to deliver the product to you) accept delivery or collect the product from the carrier, then we may (without affecting any other right or remedy available to us) do either or both of the following:
- charge you for our reasonable storage fees and additional costs reasonably incurred by us; or
- no longer make the product available for delivery or collection and notify you that we are cancelling the applicable contract, in which case we will refund to you any money paid to us in accordance with our returns policy, less our reasonable administration charges (including for attempting to deliver and then returning the product, and any storage fees and other costs provided for above).
Please note that it might not be possible for us to deliver to some locations, nor are we able to offer equivalent delivery options to locations that we do service. If we are unable to deliver to your location, we will inform you on the relevant product page, or alternatively use the contact details that you provide to us when you make your order and arrange for cancellation of the order or delivery to an alternative delivery address.
We may utilise other carriers than those chosen by you at the checkout. This may be depending on the size, contents or delivery area for your order.
Unless otherwise specified by you, all risk in the product shall pass to you upon delivery. If delivery is delayed, risk shall pass at the date when delivery would have occurred. From the time when risk passes to you, we will not be liable for loss or destruction of the product.
You must take care when opening the product so as not to damage it, particularly when using any sharp instruments.