Exchanges | Returns | Refunds

Exchanges 

You are more than welcome to exchange your item for a different size/style by doing the following 

  • Return the item(s) to PO BOX 550 Somerville Victoria 3912 

  • Include a return addressed prepaid satchel 

  • Include a note for what product you would like to exchange for the item you have returned. 

  • If you are an international customer please send back and we will issue you with an invoice for return postage as a pre paid satchel is not possible.  

 

Returns / Refunds 

If there is a fault with a product we will provide the following in below order 

  • provide a replacement that is identical, or of similar value 

  • repair the product within a reasonable time, or 

  • give a refund. 

 

Returning products for repair 

Products do not need to be in their original packaging to be returned. Consumers may, however, need to ensure the products are adequately protected for posting or collection. If the consumer is not able to take the products to the supplier in person, and the supplier does not have a complimentary pick up or return policy, the consumer may have to return them by post or another delivery service. 

As a general rule, if the item can be posted or easily returned, consumers should cover the initial cost of returning faulty products to the supplier. Consumers should keep the receipts for those costs because if the returned products are later confirmed to have a fault - whether major or minor - they can recover reasonable postage or transportation costs from the seller. 

When products with a major fault are too large, too heavy or too difficult to remove, because of the very nature of the fault, the seller becomes responsible for the initial cost of returning the products. For example, if the fault has made the product too dangerous or fragile to deal with without expensive expert assistance. 

The seller needs to pay the necessary shipping costs, or otherwise collect the products, within a reasonable time of being notified that the consumer has rejected the products 

 

When consumers do not have the right to return a product 

Consumers do not have a right to return a product if they: 

  • changed their mind and no longer want the product 

  • ordered the wrong product 

  • found the product cheaper elsewhere 

  • found a better product elsewhere 

  • were aware of the relevant fault before buying the product - for example, if the fault was written on the product's tag, or for online purchases, indicated in any photos or descriptions of the item online 

  • damaged the product by misusing it  

  • used the product for a long time and the problem is as a result of usual wear and tear. 

In some of these situations, we may still choose to give a refund, exchange or credit note 

 

Products that are not covered 

Products not covered under consumer guarantees include those: 

  • Products bought before 1 January 2011. These are covered by statutory implied conditions and warranties under the Trade Practices Act 1974 and state and territory legislation in force before 1 January 2011 

  • products purchased on sale 

  • products acquired as a prize 

  • products acquired by a person for the purpose of on-selling or re-supplying 

  • Products acquired to be used, in trade or commerce, in the manufacture or production or repair of something else. 

 

Need Help?