Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. 30 days commences on the date of delivery to you. The date of delivery is established by Australia Post tracking information. The date of return to us must be established by similar means.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. It must be an item that was NOT purchased under promotional sales or special offers.
Additional non-returnable items:
- Downloadable software products
To complete your return, we require a receipt or proof of purchase. This will be compared with our off-line records of sales.
Refunds
Do not return any item for a refund without contacting us first – and wait for our response. Whether we agree or disagree that a return/refund may be warranted we will notify you.
If we have agreed that a return/refund may be warranted, then, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If approval is still valid, then your refund will be processed. A credit will be applied to your credit card or original method of payment, within a reasonable number of days. The speed of such credits is largely beyond our control but we will notify you that we have provided a credit.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at the address below.
Sale items and Special Offers
Only regular priced items may be refunded. Clearance, Sale items and Specials are not eligible for refunds.
Exchanges
We only replace items if they are defective or damaged on arrival. If you need to exchange an item for the same item, send us an email, preferably with attached evidence of damage, at the address below and wait for our response before doing anything else.
It is unlikely that our products will be damaged in transit unless the packaging is damaged in transit. If packaging is damaged on arrival, take dated photographs before opening the package.
Shipping returns
If you are returning a product please contact us before attempting to return anything.
To return your product, you should mail your product to the address shown in the footer.
For items supplied in Australia Post tubes it is wise to retain the packaging as it can normally be resealed, re-addressed and posted. Currently postage for tubes is slightly more than we charged you for delivery and is covered by parcel post. If you are returning via the postal tube we sent to you, check with Australia Post. The last time we checked, our tubes were classed as – small parcel to 5kg, flat rate postage.
Shipping costs are normally non-refundable. We do not pay shipping costs for returning your item. If you receive a refund, the cost of return shipping will not be included in your refund unless we agree that circumstances warrant a refund of shipping costs.
Depending on where you live, the time it may take for your exchanged product to reach you will vary.
Need help?
If you consider that the above does not answer all your questions regarding refunds and returns, please contact us at the email below. If you consider your question to be urgent try calling us on 0414 318 387, keeping in mind that we may still require emailed information to solve a problem.