Refund policy

Returns, Refunds & Dispute Policy

We are committed to providing high-quality products. This policy is designed to ensure full transparency and to protect both our customers and our business.

By placing an order with us, you agree to the terms outlined below.

Return Eligibility

We offer a 30-day return window from the date your order is marked as delivered.

To qualify for a return, items must:

  • Be unused and in original condition
  • Include all original packaging, inserts and tags
  • Be free from damage caused by misuse or wear
  • Be accompanied by valid proof of purchase

We reserve the right to reject any return that does not meet these conditions.

Mandatory Return Authorization

To initiate a return, you must contact our customer support team first.

You must receive written confirmation and return instructions before sending any item back.

  • Returns sent without prior authorization will be refused
  • We are not responsible for items sent without approval
  • Unauthorized returns will not be eligible for refunds

Shipping & Responsibility

  • Customers are responsible for return shipping costs, unless the item is confirmed defective or incorrect
  • We recommend using a trackable shipping service, as we are not responsible for lost or missing return shipments
  • Return instructions must be followed exactly; failure to do so may void your eligibility

Damaged, Faulty or Incorrect Items

If your item arrives damaged, defective or incorrect, you must notify our support team within 48 hours of delivery.

Your message must include:

  • Order number
  • Clear photos and/or videos of the issue
  • A description of the problem

Failure to report within this timeframe may result in your claim being denied.

Non-Returnable & Final Sale Items

The following items are non-returnable and non-refundable:

  • Sale or discounted items
  • Gift cards
  • Used or damaged items (not due to our fault)
  • Perishable goods
  • Custom or personalised products
  • Personal care items
  • Hazardous materials

Exchanges

We do not offer direct exchanges.

To obtain a different item:

  1. Submit a return request and receive written approval
  2. Complete the return process
  3. Place a new order through our store

Refunds

All returned items are subject to inspection upon arrival.

We reserve the right to:

  • Approve or reject refunds based on the condition of the returned item
  • Issue partial refunds if items are not returned in original condition

If approved:

  • Refunds will be processed to the original payment method only
  • Processing time: up to 10 business days after approval
  • Additional delays may occur depending on your bank or payment provider

Shipping costs are non-refundable.

Chargebacks & Payment Disputes

By completing a purchase, you agree to contact us first to resolve any issue before initiating a chargeback or dispute with your bank.

  • Filing a chargeback without contacting us may be considered a breach of this policy
  • We reserve the right to provide evidence of delivery, communication and policy acceptance to your payment provider
  • Fraudulent or abusive chargebacks may result in refusal of future service and reporting to relevant payment processors

Policy Acceptance

By purchasing from our store, you acknowledge and agree to this Returns, Refunds & Dispute Policy in full.

This policy is governed in accordance with applicable Australian consumer law. Nothing in this policy excludes rights you are entitled to under the Australian Consumer Law.