As a local Australian company, we work with our trusted brands and suppliers to offer authentic and quality products.
Sometimes, there may be times when you need to return an item purchased from us. Our Returns Policy is designed to assist you with your return. Rights provided by our Returns Policy are in addition to other rights and remedies you may have as a consumer under Australian Consumer Law (ACL).
If you have purchased additional items that you no longer want, we encourage you to share them with those in need, in particular, the elderly, disabled, and most vulnerable in our community.
You must contact us in writing (or via electronic communication) to obtain approval to return an item. If you return an item without contacting us or without following our instructions as per the policy, your return will not be accepted.
Important note:
- We do not refund delivery costs.
- We are unable to accept the exchange or return of the following items for health and safety reasons:
- Cosmetics & Beauty Products
- Health Products
- Perishable Goods & Food Items
- Personal Care Items
- Hosiery
- Underwear & Socks
- Swimwear
- Pierced Jewellery
- Pillow Protectors
- Assembled Furniture
- Toilet Paper, Paper Towels, Serviettes & Tissues
- Medicinal
- Cleaning (Anti-bacterial wipes, sprays and cleaners, disposable gloves, etc)
- Hand Sanitizers
- Change of Mind
Subject to the rest of the policy, we accept returns of an item and will provide a refund or credit if you have a change of mind or are unsatisfied with the product provided that:
You notify us in writing within strictly 30 days of receipt of purchase after which we will provide you with a Return Merchandise Authorization (RMA) Number.
An item is returned in the same condition as purchased (with all included accessories and components), has not been used or worn, opened or seal/s broken, is in a re-saleable condition and is not damaged during the time the product is in your possession, including up until we physically receive the product.
An item is returned to us strictly within 10 business days of us providing you a Return Merchandise Authorization (RMA) number. You follow our returns process as per this policy
Please note that we do not refund delivery costs and refunds for items can only be paid in the same tender as the original purchase or refunded to the account used to pay for the item.
You are responsible for the cost and risk of returning the item, including the cost of return shipping. If the item is not received by us, you will not be eligible for a credit, exchange or refund. We recommend you insure high-value item/s that you return as we do not accept any liability for any loss or damage which may occur during transit.
You may be provided with a product exchange, refund, or store credit (at our discretion) only when the returned item is received, and it complies with the requirements of our policy.
If the returned item does not meet the conditions of this policy, you are responsible for the cost of receiving your returned item back to your nominated address. If we are unable to contact you to arrange this within 10 business days, we reserve the right to donate your product which is irreversible.
We cannot accept change-of-mind returns on items that come in sealed packages or boxes where seals are damaged or broken.
Unless Australian Consumer Law applies, please note change of mind returns are not available for any purchase of a product with a value less than $15.00.
Faulty/Damaged Products
Please ensure that you read the manufacturer’s instructions carefully before using a product as improper use can sometimes result in the product becoming unfit for purpose and may result in a return not being accepted by us.
Our products come with guarantees that cannot be excluded under Australian Consumer Law and you are entitled to choose a refund or replacement for major failures. If a failure of an item does not amount to a major failure, we may choose to give you a free repair or replacement instead of a refund if this is possible. Further information is available on the ACCC website.
Subject to the rest of the policy and Australian Consumer Law, we accept the returns for faulty/damaged items provided that:
You notify us in writing within a reasonable timeframe subject to proof of purchase; the item is returned to us with accompanying proof of purchase and at your cost within 10 business days of us providing you a Return Merchandise Authorization (RMA) number
We may have the faulty product returned to us assessed by a third-party or the brand or manufacturer to determine the nature and cause of the fault. Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may be able to provide a quicker assessment of, and remedy for, any issue with your purchased product. You may, therefore, prefer to contact the manufacturer directly although you are not obliged to do this. We may also return the item to the manufacturer to determine the nature of the problem.
We reserve the right to decline an exchange, refund or repair where any product fault is caused by improper use, general wear and tear, or neglect.
How to lodge a return request?
To lodge a return request, please provide our team with the following information:
- Description of item to be returned
- Reason for return
- Satisfactory Proof of Purchase (being your online proof of purchase, such as a tax invoice)
- Photos and/or videos of any faults or issues
- Expected outcome (exchange, replacement or refund)
- When we issue you a Return Merchandise Authorization (RMA) number, please include the same proof of purchase as provided above in your return request, ensure your product is carefully packed to minimise any potential loss or damage and return your order with a tracking number. The product remains your responsibility until it has been received at the address supplied by us and we do not accept any liability for any loss or damage which may occur during transit.
As a dedicated online retailer, we do not have physical retail stores where you can return your products. As such, it is important that you provide our team with as much information as possible as described above and follow the returns process exactly to ensure your product issue can be determined promptly, and so that we can resolve your issue in a timely manner.
We are committed to providing the best customer satisfaction and customer care. If you have any other queries regarding returns, please contact our customer care team.
We reserve the right to make changes to this Return Policy without notice.
All marketplace products are covered by our MyDeal Refund Guarantee
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