Payment & Refund Policy
1. Payment Methods
1.1 We accept payment online. We may also accept payment by EFT and cheque but these methods of payment are entirely at our discretion.
1.2 We utilize third-party payment gateways provided by PayPal Australia Pty Ltd and Commonwealth Bank – CommWeb (the “Payment Gateways”) to process payments made to us via the Website.
1.3 Each time you make a payment using a Payment Gateway You will be deemed to have acknowledged, understood and agreed:
(a) that the Payment Gateway may be affected by delays, defects, faults and/or other matters which render the Payment Gateway unusable. These matters may be caused by factors including technical difficulties with the performance or operation of Our or the Payment Gateway’s software or hardware or due to problems or malfunctions with the Internet or other telecommunications networks;
(b) that except in respect of any Non-Excludable Guarantees, We do not warrant, guarantee or represent that unauthorized access to information and data cannot occur, and that we are not responsible for the performance or non-performance of the payment gateway;
(c) that you have relied on your own independent assessment and judgment in determining whether the payment gateway meets your requirements.
2. Cancellation, Replacement and Returns Policy
2.1 This clause 6 does not limit Your rights under the Australian Consumer Law, including any Non-Excludable Guarantees implied into Our contractual relationship with You (see clause 8). We will permit cancellation of orders and provide refunds or replacements where We are obligated to do so under the Australian Consumer Law.
2.2 This clause 6 sets out Our voluntary policy on when goods that You order from Us that are delivered to You or that You collect from Us can be returned for a full refund or a replacement.
2.3 We will provide replacement goods or a full refund in the following circumstances:
(a) if goods that We agree to deliver to you or make available for collection by You are not available within a reasonable time after the expected delivery date or the date We estimate the goods will be available for collection;
(b) if goods that We deliver to You or that You collect from Us are damaged, defective or faulty upon delivery or collection or within 12 months thereafter;
(c) if goods that We deliver to You or that You collect from Us do not match any samples or descriptions provided;
(d) if goods that We deliver to You or that You collect from Us are not fit for the purpose for which they were advertised on Our Website, upon delivery or collection;
(e) if goods that We deliver to You or that You collect from Us are not new.
2.4 In each of those circumstances set out in paragraphs 6.3(a) – 6.3(e), We will make the refund or issue a replacement once we establish that the applicable circumstances exist and You return the relevant goods to Us. We will promptly make any such refund into the account utilized at the time of ordering or promptly provide You with a replacement. So that We can evaluate whether those circumstances exist which warrant a refund or replacement, You must return the original goods to Us at Our nominated address.
2.5 We will cover all of Your reasonable expenses of obtaining a refund or replacement where the circumstances set out in paragraphs 6.3(a) – 6.3(e) exist, including Your costs of returning the originally supplied goods to Us, but only where You contact Us in advance and We agree to the cost and method of transport. Where you propose to return goods to us in the circumstances set out in paragraphs 6.3(a) – 6.3(e) using a method of transport that We do not approve, We may choose to collect the goods from you using an alternative method of transport at Our cost.
2.6 If a product is out of stock when you place an order for it, We will notify you as soon as possible once we can provide an estimated date by which the product is available for collection or delivery. We will provide a full refund if the estimated date given to you after the order is placed is not suitable to you. However, to obtain that refund, you must cancel Your order at least 1 week before the estimated date for delivery/collection that We advise. If You cancel Your order within 1 week before that estimated date, You must pay Us a 15% restocking fee before obtaining Your refund.
2.7 If you wish to obtain a refund of an item due to a change of mind at any time, you will incur a 15% restocking fee for the item/s the subject of the refund. We need to charge a restocking fee to allow for the additional time and work involved in arranging the refund and to compensate Us for all of the work involved in supplying and selling and making the goods available to you in the first place. Where you request a refund due to change in mind, Your request for a refund must be made within 28 days from the date of delivery or collection of the item and We will inspect the item and only provide the refund, into the account utilized at the time of ordering, where Our inspection of the item confirms that the item is in the original supplied packaging and its original unused condition. To be eligible for a refund due to a change of mind, You must also provide Us with Your receipt of the item as proof of purchase. Items without a receipt will not be refunded.
2.8 If you wish to refund or replace an item that is a sale, clearance, made to order, special order or custom made the item, due to a change of mind, the refund or replacement will be entirely at Our discretion and decided by Us on a case by case basis.
2.9 Restocking fees are non-refundable.
We offer full refunds for goods where we are required to do so by the Australian Consumer Law. We also offer refunds for change of mind in certain circumstances.
Restocking fees are applicable for change of mind and if you wish to obtain a refund or replace an item that is a sale, clearance, custom made, made to order or Special Order item, due to a change of mind, the refund or replacement will be entirely at Our discretion and decided by us on a case by case basis.
3.1 This clause 7 sets out Our voluntary policy on when goods that are delivered to you or collected by You from us that you order from us can be exchanged for other goods. This clause 7 does not limit Your rights under the Australian Consumer Law, including any Non-Excludable Guarantees implied into our contractual relationship with you (see clause 8). We will permit the replacement of goods where We are obligated to do so under the Australian Consumer Law.
3.2 If you wish to exchange an item due to a change of mind, the item can only be exchanged for an item of equal or greater value and Your request for an exchange must be made within 2 months of the purchase date of the item. We will, upon receipt, inspect the item and decide whether we agree to exchange the item. To be eligible for an exchange, you must provide us with Your receipt of the original item as proof of purchase as items without a receipt will not be exchanged for a change of mind. In addition, to obtain an exchange due to a change of mind, the relevant items must be delivered to Us by You at Your cost and be in their original packaging and in original unused condition.
3.3 If you wish to exchange an item that is custom made, made to order or special order due to a change of mind, the exchange is entirely at Our discretion and will be decided on a case by case basis. Please note that we are not able to exchange sale or clearance items due to a change in mind.