Refund policy

Refund & Returns Policy

At [Your Store Name], we take great pride in the quality of our products and the care we take in packaging and delivering them to you.

We understand that sometimes things don’t go as planned, so we’ve outlined our refund policy below to make things clear and fair for everyone.

1. Eligibility for Refunds or Replacements

Refunds or replacements may be issued only if:

  • The product arrives damaged, faulty, or not as described, and

  • The damage or fault is determined to be a result of our error (e.g. manufacturing defect, incorrect item sent, or damage caused during our packing or handling process).

If your item arrives damaged:

  1. Please contact us within 7 days of delivery.

  2. Include clear photos of the damaged product, packaging, and shipping label.

  3. Our team will review your case and get back to you within 2–3 business days.

Refunds are handled on a case-by-case basis, determined at our discretion once we’ve reviewed the evidence and circumstances.

2. Non-Refundable Situations

Refunds or exchanges will not be issued if:

  • The item was damaged or mishandled after delivery.

  • The item has been used, assembled, or altered in any way.

  • The damage is the result of normal wear and tear, misuse, or neglect.

  • You change your mind, ordered the wrong size, colour, or simply no longer want the item (as per Australian Consumer Law, “change of mind” refunds are not required unless otherwise stated).

3. Return Process

If your return is approved:

  • We’ll provide instructions for return shipping or collection.

  • In some cases, we may issue a partial refund or replacement part instead of a full refund, depending on the extent of the issue.

  • Returned products must be in their original packaging whenever possible.

4. Shipping Costs

  • If the return is due to our fault (e.g. wrong or defective product), we’ll cover all return shipping costs.

  • If the return is for any other reason (e.g. change of mind and approved at our discretion), you may be responsible for return shipping costs.

5. Processing Time

Approved refunds are typically processed within 5–10 business days after we receive and inspect the returned product.
Refunds will be issued to the original payment method used for the purchase.

6. Our Guarantee

We stand behind the quality of our products and want every customer to love their purchase.
If something isn’t right, we’ll do our best to make it right — fairly and reasonably — while ensuring all refund decisions align with Australian Consumer Law.

Contact Us

If you have any questions about your order, please reach out to our friendly support team at:
📧 markluki@me.com