Please contact customerservice@alwaysdirect.com.au before returning any goods. Returns are only accepted once we have issued a Return Form and a return address.

Order changes and cancellations

You can cancel or change any order before shipping without any fees. Once an item has shipped, we generally do not provide refunds or exchanges for incorrectly ordered goods. If we agree to accept a non-faulty item back within 14 days of delivery, a re-stocking fee of 25% may apply, and shipping and transit-insurance costs are not refundable. Items located in third-party depots may need to be returned to our Melbourne main warehouse.

How to start a return

  1. Email us your order number, a description of the fault, and photos of the item and packaging.
  2. Where appropriate we will issue a Return Form and tell you where to send the item. The return offer is valid for 14 days from the date of issue.
  3. Send the item back with the Return Form clearly displayed on the return package, so it reaches our Customer Service Centre within that time.
  4. Once received and tested for the declared fault, we ship a replacement or issue your refund.

Dead On Arrival (DOA)

A delivered product is DOA if it is not of acceptable quality when first removed from its original packaging. Our DOA policy is strictly 14 days from the delivery date. For a major failure you may choose a full refund or a replacement. A major failure is 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 made known to us before purchase; or is unsafe. If the product has only a minor failure that can be fixed in a reasonable time, we have the discretion to offer a refund, repair or replacement. In the case of either a major or minor failure, we are responsible for the cost of returning the product.

Warranty

After the DOA period, a product that is not of acceptable quality within its warranty period will be replaced in a reasonable time; if the item is no longer available, a full refund is issued. Warranty periods vary — most products carry a 12-month manufacturer warranty unless specified on the product description page. Contact us if you need to confirm the warranty period before you buy.

Testing and fees

Our Customer Service Team tests thoroughly for declared faults. If an item is found to have no fault, or to have been intentionally damaged, a $60 service fee may be charged and the item shipped back to you at your expense. Package damage, and dirt or marks that can be removed, are not covered by warranty. Buyers have the obligation to prove the status of the item as required.

Refund timing

Refunds are processed within 2 business days of cancellation, and typically appear 1–3 business days after that, depending on your payment method.

Your consumer rights

Manufacturer warranties and existing statutory conditions apply and are not superseded by our terms. Visit accc.gov.au for more information on your rights. See also our refund policy and terms of service.