While we have the strictest quality control measures in place and endeavour to provide you with products of the highest quality, occasionally you may receive a product that is faulty. If your product arrives and is faulty, whether due to a manufacturing fault or damage in transit, we will provide a repair, replacement or refund, depending on the nature of the fault.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the fault does not amount to a major failure.
Please contact us within thirty (30) days of receiving your faulty item via email at firstname.lastname@example.org. For fast processing of your faulty returns request, please be sure to include:
We will respond to your faulty returns claim within seven (7) business days and depending on the nature of the faulty return claim, arrange collection of the product from your nominated address. Collection will take place on a business day (i.e. not a public holiday or weekend within your state or territory) between 8am and 5.30pm. Please take care to repack the product in secure and stable packaging to avoid any damage occurring in the returns transit.
Once we have received the product, we will inspect and confirm the reported fault and inspect the rest of the product. Depending on the nature of the fault, we will contact you and arrange a replacement, repair or refund.
We also encourage you to read the Warranty section of our website.