CUSTOMER CARE

Refunds & warranties

We want to resolve product problems fairly and in line with the Australian Consumer Law. This guide does not exclude, restrict or modify any consumer guarantee or other right that cannot lawfully be excluded.

Faulty, damaged or incorrect items

If a product is faulty, unsafe, materially different from its description, damaged on arrival or not what you ordered, use our contact form. Include your order number, the product SKU, a description of the problem and clear photos where practical. Do not continue using an item if doing so may be unsafe or cause further damage.

Available remedies

The remedy depends on the circumstances and the Australian Consumer Law. A major failure may entitle you to choose a refund or replacement and, in some cases, compensation for reasonably foreseeable loss. For a problem that is not a major failure, we may choose to provide a repair, replacement or refund within a reasonable time. We will not require you to accept a store credit instead of a remedy required by law.

Assessment and return instructions

We may ask for information reasonably needed to assess the issue and provide return instructions. Please do not send goods to our business address without approval, as the correct return location can depend on the product. Proof of purchase may be required, but it does not have to be the original paper receipt if another reasonable record is available.

Return costs

Where the law requires us to cover reasonable return costs, we will explain the return method or reimbursement process. Bulky, installed or difficult-to-transport goods may need a different assessment arrangement.

Change of mind

Change-of-mind returns are not automatically available. Contact us before sending an item. If we agree to a change-of-mind return, we will confirm the applicable conditions, return location and any costs before you return it. This does not affect your rights where a consumer guarantee applies.

Manufacturer warranties

A manufacturer or supplier warranty may offer rights in addition to consumer guarantees. Any extra warranty terms provided with a product do not replace your statutory rights. Contact us if you need help identifying the correct warranty process.