Shipping, Returns & Refunds Policy (Australia)

1) Shipping

1.1 Processing & dispatch

• 1.1.1 Orders are processed on business days (excluding public holidays). Dispatch and delivery timeframes shown at checkout are estimates only.

1.2 Tracking, delivery & Authority to Leave (ATL)

• 1.2.1 Where available, tracking details will be provided once your order is dispatched.
• 1.2.2 Authority to Leave (ATL): Unless you tell us otherwise in writing before dispatch, you authorise the delivery carrier to leave the parcel at your delivery address without obtaining a signature (ATL). Once the carrier records the parcel as delivered to your nominated address/location, delivery is considered completed.
• 1.2.3 No ATL / Signature required: If you do not want ATL, you must notify us in writing before dispatch (e.g., “No ATL / Signature Required”). This may delay delivery and, if the delivery company is unable to complete successful delivery to your nominated delivery address, your parcel may be redirected to a carrier collection point nominated by the delivery company, requiring you to collect it (and provide ID if required by the carrier).

1.3 Address accuracy, returned-to-sender parcels, and uncollected goods

• 1.3.1 You are responsible for providing a correct and complete delivery address.
• 1.3.2 If a parcel is returned to us due to an incorrect/incomplete address, failed delivery attempts, or non-collection from a carrier collection point, additional shipping charges WILL apply to re-send the parcel.
• 1.3.3 If you do not pay the re-delivery cost (or otherwise arrange collection) after we notify you, the goods may be treated as uncollected goods. We will provide notice and hold the goods for the period required under the applicable state/territory uncollected goods laws, after which we may dispose of the goods in accordance with those laws (which may include sale and recovery of reasonable costs, with any remainder handled as required by law).

2) Returns must be authorised first (Return Authorisation)

• 2.1All returns and claims must be authorised in advance.
• 2.2You must contact us to obtain a Return Authorisation (RA) before sending anything back.
• 2.3Returns received without an RA may be delayed or returned to sender.
• 2.4When requesting an RA, you must include your order number, the item(s), and the reason for the return/claim.
• 2.5We may request reasonable evidence of any claimed issue before approving a return to help assess the claim and determine next steps in line with the ACL. Evidence may include photographs, video, screenshots, or relevant system/app logs (where applicable).

3) Damaged in transit / missing items / incorrect items

• 3.1 Please inspect your order on arrival and notify us within 3 business days of receipt if items are damaged in transit, missing, or incorrect. This helps us investigate quickly (including with the carrier). Keep all packaging (including shipping carton) until your claim is resolved.

4) Change of mind returns

• 4.1 We do not accept change of mind returns, including (but not limited to) ordering the wrong item, deciding you no longer want the item, finding it cheaper elsewhere, or not liking it after delivery.

5) Brand New items vs Used Condition items

5.1 Definitions

• 5.1.1 Brand New means sold as new and unused (may be sealed or unsealed depending on product type and supplier packaging).
• 5.1.2 Used Condition / Pre-Owned / Refurbished / Open-Box (if offered) means sold as not-new and may show signs of prior handling/testing/use, cosmetic wear, or packaging wear, as described on the product page.

5.2 Used Condition items — disclosed condition matters

• 5.2.1 Where an item is sold as Used Condition, cosmetic marks/wear consistent with the listed condition are not faults in themselves. If the item is materially different from its description, contact us for assessment.

6) Return condition requirements (packaging & resalable condition)

6.1 Returns not required under the ACL (only if approved in writing)

• 6.1.1 If we agree in writing to accept a return that is not required under the ACL (for example, a verified dispatch error/incorrect item return), the item must be returned in original packaging and in resalable condition, with all accessories, manuals, bundled items and free gifts. If these conditions aren’t met, we may refuse the return.

6.2 ACL claims (faulty / unsafe / not as described)

• 6.2.1 For ACL consumer guarantee claims, the product does not have to be in its original packaging, though it should be packaged safely for transit. We may request proof of purchase.

7) Return shipping, reimbursement, and inspection/collection costs

7.1 Upfront return shipping (tracked service required)

• 7.1.1 Where an item needs to be returned for inspection/verification, the customer must cover return shipping costs upfront (unless we provide a return label) and must use a tracked postage/courier service.

7.2 Reimbursement once verified

• 7.2.1 If we confirm the product does have a problem (or we confirm an incorrect item / dispatch error), we will reimburse reasonable return shipping costs you have already paid. You must keep your postage/transport receipt(s) and provide copies to us on request for reimbursement.

7.3 If the product is found not to have a problem (estimate provided before collection)

• 7.3.1 If we find the product does not have a problem, we may require the customer to pay collection and inspection costs. If we are collecting the product for assessment, we will provide a reasonable estimate of these costs before collection.

8) Refunds (if applicable)

• 8.1Approved refunds are issued to the original payment method (unless otherwise required by law).

9) Contact us (Return Authorisation)

• 9.1Use the Contact us form to request Return Authorisation