Refunds and returns

Last updated 30 August 2026. This is our own policy, and nothing on this page limits your rights under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010), which cannot be excluded.

Changed your mind

You have 30 days from delivery to return an item for a refund. It has to come back unused and in its original condition, in its original packaging with all tags and accessories, and with proof of purchase.

You pay the postage to send it back, and we recommend a tracked service, because we cannot take responsibility for a return that goes missing in transit. There is no handling or restocking fee.

Please contact us before you send anything, so it goes to the right place and gets credited to your order. We reply within 2 business days with return instructions.

Faulty or damaged items

This part is different, and it is not limited by our 30 day window at all. If your item arrives damaged or develops a fault, contact us, ideally within 48 hours of delivery, with your order number, a description of the problem and clear photos of the item and its packaging. We will offer a full refund, a replacement or store credit, and we pay the return postage on a confirmed fault.

Under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010) the goods we sell come with guarantees that cannot be excluded: they have to be of acceptable quality, match their description, and be fit for the purpose they are sold for. If the failure is major you choose between a refund and a replacement; if it is not, we may repair it. Either way it is our problem to fix and no wording on this page changes it.

Wrong item delivered

If you receive something you did not order, contact us within 48 hours of delivery. We will send the correct item and give you a prepaid return label for the wrong one, at no cost to you.

What cannot come back

• Items that have been used, assembled or installed
• Items altered or personalised
• Hygiene-sensitive products once opened
• Items returned after the 30 day window
• Items without their original packaging or proof of purchase

None of these exclusions applies to a faulty, damaged or wrongly delivered item, which is covered above.

How to return something

1. Contact us through the contact page with your order number and the reason for the return.
2. We reply within 2 business days with return instructions.
3. Pack the item securely in its original packaging.
4. Send it to the address we give you, on a tracked service.
5. Once it arrives and is checked, your refund or replacement is processed within 5 to 7 business days.

When the money arrives

Refunds go back to the payment method you used: 3 to 7 business days to a credit or debit card, 3 to 5 business days to PayPal. Store credit, where you choose it, is issued as soon as the return is approved.

Exchanges

We do not offer direct exchanges. Return the item for a refund and place a new order for the one you want; it is faster for you than waiting on a swap.

Cancelling before dispatch

If your order has not been dispatched yet, contact us as soon as possible with your order number and we will cancel it and refund you in full, with no fee.

Questions about any of this? Contact us and a real person will answer within 2 business days.