1. You must notify us of a change of mind return within 30 days of purchase.
2. The item is returned within 30 days of purchase.
3. You provide a legible receipt as proof or purchase.
4. Items are in a suitable condition for resale as new. This includes being in original sealed packaging.
5. The quantity being returned is not a large quantity (The determination of what is considered a large quantity will be at our sole discretion).
Shipping or Delivery charges.
Shipping is provided by a third party courier or post service. When shipped products maybe returned if:
The item was not discounted in any way.
The item was not purchased as part of an order that had a discount applied to the order.
We reserve the right to apply a 10% re-stocking fee plus a $10 processing fee.
We reserve the right to determine if you are entitled to a refund, exchange or credit note for “Change of Mind” returns.
Please contact us if you would like to return your order. Please keep in mind that it is not a requirement of a retailer to accept a return for change of mind, it is a gesture of goodwill.
Returns Procedure – Change Of Mind or Order Placed in Error
To organise a return or refund please us by phone or email with the following:
Order number or receipt number
Date of order
Description of issue
We will generally be in touch within 24 hours to provide further assistance.
Once we get back in touch with you we will ask you to send the products or order back to us at your cost.
You may send back via your local post office or any other transport company you may find more suitable (however the condition of the products is your responsibility until they arrive back to us and if they are damaged in transit a return will not be provided).
Where a refund is provided this will be refunded to the same method as payment was made and this will take approximately 7 days. i.e. If you pay by Mastercard the refund will be provided to the Mastercard used to make the purchase.
Faulty or Damaged Products
All products that are sold by us are checked as part of our process in completing your order. On rare occasions items do become “damaged” as part of transporting the goods to you. A refund or replacement for a faulty product is conditional on the following;
You must notify us of a Faulty or Damaged product within 30 days of purchase.
Where a product is damaged, the item must not appear to have been used for it to be deemed as a “damaged product”. For the avoidance of doubt, it is recommended that you notify us straight away.
You must keep evidence of the faulty product and the carton in which it was shipped until we advise on your requested refund or exchange. We will require a photo or video of the product and package for insurance purposes to prove the issue. If the photo or video is insufficient we may request additional photo’s or video’s. If you dispose of the item before we approve (or reject) the claim, we reserve the right to reject your claim.
We will not provide a refund or replace a product that has been misused, mishandled.
The limit of the compensation for a faulty product will be the replacement or refund of that faulty product once it has been returned to us.
We reserve the right to inspect and test a product to determine if it is in our opinion faulty or damaged. It is at our discretion that we determine if an item is damaged or faulty.
The delivery time for a replacement product starts from when we confirm that we will replace your product and will then follow normal shipping times, the same as if the product was being dispatched as a normal order.
In the rare event that a product is Faulty or Damaged, please send a video of the Faulty product or image of the Damaged product to us within 7 days of originally notifying us of the issue. We may request that the product be sent back to us. If we require the product to be sent back to us and we find that the product is faulty we will provide a full refund (or we can send a replacement if you prefer) of the product and the shipping incurred for sending the product back to us with regular post. If the product is found to be in good working order, a refund will not be provided and you would be required to pay the shipping to have the product sent back to you.
Problems With Order
Orders issues are rare but can happen usually as a result of the shipping provider having an issue.
If your order is lost by the courier, we will provide a refund immediately or send you a new order whichever you request.
If your order is delivered late, please reject the parcel and contact us letting us know that you have rejected the parcel & it will come back to us or if you selected for the parcel to be left at your delivery address unattended, please contact us and we will email you an Courier pre-paid postage return label for you to print and attach to the parcel which you will need to lodge.