Refund & Return Policy
We want you to feel confident when shopping with us. This policy explains how returns, exchanges and refunds are handled.
Important: Please contact us and obtain return approval before sending or delivering any product to our warehouse. Unauthorised returns may experience processing delays or may not be accepted.
01 Return Period
You may request a return for most eligible products within 30 days of delivery.
To be eligible for consideration, the product must be returned with all original components, accessories, manuals, hardware and packaging supplied with the order.
02 Change-of-Mind Returns
If the product is not faulty, damaged or incorrectly supplied, the return will be treated as a change-of-mind return.
Unopened and Unused Products
Products returned unopened, unused and in their original sealed packaging may qualify for a full refund of the product purchase price, subject to inspection. Original delivery fees and return transport costs are not refundable.
Opened but Unused Products
If the packaging has been opened but the product has not been used, assembled or installed, a 10% handling and restocking service fee will be deducted from the product purchase price.
Used, Assembled or Installed Products
If the product has been used, assembled or installed, the standard 10% handling and restocking service fee will apply.
An additional reasonable depreciation deduction may also apply after inspection. The amount will depend on the product's condition, including signs of use, wear, scratches, stains, damage, missing parts, damaged packaging or any reduction in resale value.
Any applicable deductions will be explained to the customer after the returned product has been inspected.
03 Return Transport
For change-of-mind or other non-quality-related returns, the customer is responsible for arranging and paying for the product to be delivered or shipped back to our warehouse.
This includes return postage, courier charges, transport, handling and any other costs associated with returning the product.
We strongly recommend using a trackable and appropriately insured delivery service. We are not responsible for returned products that are lost or damaged before they are received at our warehouse.
04 Faulty, Damaged or Incorrect Products
If your product arrives damaged, is faulty, does not match its description, or if you receive the wrong product, please contact us as soon as possible and provide your order details together with clear photos or videos of the issue.
Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include repair, replacement or refund.
Where we confirm that the return is related to a product fault, damage or fulfilment error, the change-of-mind service fee and depreciation deductions described above will not apply. We will also arrange or reimburse reasonable return transport costs where required by law.
05 Non-Returnable Items
Unless required by the Australian Consumer Law, we do not accept change-of-mind returns for:
- Custom-made or personalised products
- Clearance or final-sale products
- Products damaged through misuse or improper installation
- Products returned incomplete or without essential components
- Products returned more than 30 days after delivery without prior approval
06 Return Address
1/6 Cullen Place
Smithfield NSW 2164
Australia
Warehouse drop-offs must be arranged with our customer service team in advance. Please do not arrive without an appointment.
07 Inspection and Refund Process
- Contact us before returning the product and provide your order number and reason for return.
- Deliver or ship the approved return to our warehouse using suitable protective packaging.
- We will inspect the product, packaging, accessories and overall condition after it is received.
- We will advise you of the approved refund amount and any applicable deductions.
- Approved refunds will generally be initiated to the original payment method within 1–3 business days after inspection.
Your bank or payment provider may require additional time to make the refunded amount available in your account.
08 Contact Us
Please contact our customer service team before returning any product. We will confirm the return process and provide any relevant instructions.