Something not right? Here is exactly what to do.
Cancel for free before your order ships, report a faulty item within 14 days of delivery, and talk to a real person in Dandenong South if anything goes wrong.
How to start a return
Email us first
Email our support team your order number, a description of the fault, and photos of the item and packaging.
We issue a Return Form
Where appropriate we will send you a Return Form and tell you where to send the item. The return offer is valid for 14 days from the date it is issued.
Send the item back
Display the Return Form clearly on the outside of the package. The goods must reach our Customer Service Centre inside that 14-day window.
We test, then resolve
Once the item is received and tested for the declared fault, we ship a replacement or issue your refund.
If the product is faulty
- A product is Dead On Arrival if it is not of acceptable quality when first removed from its original packaging. The DOA window is strictly 14 days from the delivery date.
- For a major failure you choose: a full refund or a replacement.
- For a minor failure that can be fixed in a reasonable time, we may offer a refund, repair or replacement.
- In both cases we cover the cost of returning the product to us.
- After the DOA period, an item that is not of acceptable quality within its warranty period is replaced in a reasonable time — or fully refunded if it is no longer available.
If you ordered the wrong item
- Before dispatch: cancel or change the order for free, no fees.
- After dispatch: we generally do not offer refunds or exchanges for incorrectly ordered goods.
- If we do agree to accept a non-faulty item back within 14 days of delivery, a 25% re-stocking fee may apply.
- Shipping and transit-insurance costs are not refundable, and return postage is at your expense.
- Items held in third-party depots may need to be returned to our Melbourne main warehouse.
Our Customer Service Team tests thoroughly for the declared fault. If the item has no fault, or the damage was intentional, a $60 service fee may be charged and the item is shipped back to you at your expense.
Damage to the packaging, and dirt or marks that can be cleaned off, are not covered. Buyers are responsible for demonstrating the condition of the item when asked.
Manufacturer warranties and your statutory rights under Australian Consumer Law are not replaced or limited by our terms. See accc.gov.au for more on your rights.
Common questions
What counts as a major failure?
A product that has a failure so serious you would not have bought it had you known; differs significantly from the description on the website; is substantially unfit for its usual purpose or for a purpose you told us about before buying; or is unsafe.
Who pays the return postage?
For a faulty product — major or minor failure — we cover the cost of returning it. For a change-of-mind return that we agree to accept, return postage is at your expense and the original shipping cost is not refunded.
How long is the warranty?
Warranty periods vary by product. Most items carry a 12-month manufacturer warranty unless the product description says otherwise — contact us before you buy if you need to confirm.
My item was damaged in transit
Contact us immediately with your order number and photos of the item and the packaging so we can raise it with the carrier and sort out a resolution.
When will I see my refund?
Refunds are processed within 2 business days of cancellation, and typically appear 1-3 business days after that, depending on your payment method.
Can I return an item to your warehouse in person?
Only after we have issued a Return Form and confirmed the return address. Please do not send or bring an item back before contacting us.
Our Melbourne team can help
Mon-Fri 10am-5pm AEST. Full details are in our refund policy, warranty page and terms of service.