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Exchanges and returns
Change of mind
If You change Your mind about Your purchase, we may offer You a refund or exchange of the Products if:
(a) You have satisfactory proof of purchase;
(b) the Products are unopened and in saleable condition;
(c) You seek the refund or exchange within 14 days of Your receipt of the Products; and
(d) You return the Products to Us for refund or exchange at Your cost.
Our Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major defect and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Products repaired or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure. If You consider that the Products are faulty, damaged or incorrect (not what you ordered), you should contact us online with an online enquiry with details of the Product and the fault or damage within a reasonable period of time. You are responsible for returning the Product to us. Upon receipt of the returned Product, we will fully examine it and notify you of your right to a replacement or refund (if any) via e-mail within a reasonable period of time. The refund or replacement will take place as soon as possible and, in any case, within days of the day We confirmed to You via e-mail that You are entitled to a refund or replacement for the faulty Product. If there is a major defect with the Product, or if the incorrect Product has been delivered, you may choose a refund or exchange. Where Products are damaged through misuse or abnormal use, we will not provide a refund or exchange. These Terms are in addition to, and do not affect, your other statutory rights and remedies which are available to You under the Australian Consumer Law.
Dispatch & Delivery Times
We understand the need to receive your goods as soon as possible and aim to have your order processed and dispatched quickly. Our warehouse works Monday to Friday to collect and pack orders so you can receive them sooner. While we do have standard delivery times, we do experience peak periods (around Christmas, Valentine’s Day, Easter & Mother’s Day) where our usual processing time of 24 to 48h may increase.
Once we dispatch your order from our warehouse, delivery times will vary depending on your location, you will receive an email regarding your tracking number, please check via Auspost for your parcel status and delivery time.
General terms for delivery
If You are not available to accept delivery, you may appoint a representative to accept delivery. The representative must be over 18 years of age and capable of receiving delivery on Your behalf. You agree that We may rely on Your representative’s instructions as if they were Your own. On delivery, the Courier may require You or Your representative to provide them with proof of identity or age. We may not make delivery of the Products if the person receiving the Products is unable or unwilling to provide satisfactory evidence of proof of identity or age. You or Your representative may be required to sign a delivery form to confirm delivery. If You refuse to sign the delivery form, this will be taken as a refusal to accept the delivery. Where redelivery is required because of refusal to accept delivery, you may be required to pay additional delivery fees. You must tell us in advance if the Courier is likely to have difficulty delivering the Products to the Delivery Address. Where You have not provided ‘Authority to Leave’, the Courier will be deemed to have delivered the Products when the Courier obtains from You or Your representative confirmation of receipt of the Products (including a signature on the Courier’s manifest or scanner). If You have not provided ‘Authority to Leave’ and there is no one available at the Delivery Address to accept delivery, or for any other reason delivery cannot take place, the Courier will handle and store the Products until the delivery is completed. You may be charged additional fees for any redelivery. Once delivered, please ensure the Products match Your Order. You must let us know promptly about any damaged, missing and incorrect Products by making an online inquiry on our website under our Contact us section