Return and Refund Policy

Last Updated: 27 July 2026

1. Our Commitment

At [Brand Name], we are committed to providing quality products and responsive customer service.

This Return & Refund Policy explains how we manage product issues, returns, repairs, replacements and refunds for purchases made through our website.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL).

2. Product Issues We Can Assist With

If your order arrives with a genuine product issue, please contact us as soon as reasonably possible.

This includes situations where the product is:

  • damaged during delivery;

  • defective or faulty;

  • incorrectly supplied;

  • incomplete or missing components;

  • materially different from the confirmed order or product description.

Our customer service team will review the issue and determine an appropriate solution in accordance with applicable Australian Consumer Law.

3. Change of Mind

We do not accept returns or provide refunds for change-of-mind purchases.

This includes situations where you:

  • ordered the wrong product;

  • no longer require the item;

  • changed your preference after ordering;

  • selected an unsuitable size or colour;

  • found a lower price elsewhere.

This policy does not affect any rights you may have where a product fails to meet the consumer guarantees provided under Australian Consumer Law.

4. Reporting a Product Issue

To help us assess your request efficiently, please contact us within 30 days of receiving your order whenever possible.

When contacting us, please provide:

  • your order number;

  • your name and contact details;

  • a description of the issue;

  • photographs or videos where reasonably available.

Providing supporting information helps us assess the issue more efficiently, but if you are unable to provide photographs or videos, please let us know and we will discuss another suitable way to assess your request.

5. Before Returning Any Product

Please contact our customer service team before returning any product.

We will review your request and provide appropriate instructions where a return, collection or inspection is required.

Products should not be returned without prior authorisation, as this may delay assessment and resolution.

6. Inspection, Collection and Support

For approved product issues, we may determine that returning the product is not necessary.

Where appropriate, we may arrange for a carrier or authorised service provider to:

  • inspect the product;

  • collect the product;

  • carry out repairs;

  • replace damaged or missing parts;

  • provide a replacement product; or

  • implement another suitable remedy.

Any collection, inspection or service arrangement will be confirmed with you before it is scheduled.

7. Available Remedies

Depending on the nature of the issue and the applicable requirements of Australian Consumer Law, available remedies may include:

  • replacement parts;

  • repair;

  • product replacement;

  • refund;

  • another appropriate solution.

Where a product has a major failure under Australian Consumer Law, you may be entitled to choose a refund or replacement.

Where the issue is considered a minor failure, we may provide an appropriate remedy within a reasonable period.

8. Return Costs

If we confirm that a product is defective, damaged, incorrectly supplied or otherwise eligible for a remedy under this policy or Australian Consumer Law, we will arrange or reimburse reasonable approved return or collection costs where applicable.

Please do not arrange independent freight, repairs or other services without our prior written approval, as we may not be able to reimburse unauthorised expenses.

9. Refund Processing

Approved refunds will be returned to the original payment method used for the purchase.

We aim to process approved refunds within 7 business days after the refund has been approved.

Depending on your financial institution or payment provider, additional processing time may apply before the funds appear in your account.

10. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Where applicable, customers may be entitled to a repair, replacement, refund or another appropriate remedy if a product fails to meet the consumer guarantees.

Nothing in this policy limits any rights available under Australian Consumer Law.

11. Contact Us

If you have any questions about returns, refunds or product issues, please contact us.

[Legal Company Name]
ABN: [ABN]
Email: [support email]
Phone: [contact number, if applicable]
Address: [business or administrative address]