Refund policy

 

At our store, we want you to be satisfied with your purchase. This Return & Refund Policy explains how returns, exchanges and refunds are handled for orders placed through our website.

Our policy operates in accordance with the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights you may have under applicable consumer protection laws.

1. Change of Mind Returns

If you change your mind about your purchase, please contact us within 30 days of receiving your order to request a return.

To be eligible for a change-of-mind return:

  • The product must be unused and in resalable condition.

  • All original accessories, components and included items must be returned.

  • The product should be returned in its original packaging where reasonably possible.

  • Proof of purchase or your order number must be provided.

  • You must receive return authorisation from our customer service team before sending the product back.

Change-of-mind returns are subject to approval. Return shipping costs may be the customer's responsibility unless otherwise required by applicable law or agreed to by us in writing.

This change-of-mind policy does not affect your rights under the Australian Consumer Law if a product is faulty, unsafe, significantly different from its description or otherwise fails to meet a consumer guarantee.

2. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If your product is damaged, defective, incomplete or different from what you ordered, contact us as soon as reasonably possible.

Please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs or videos showing the problem.

  • Photographs of the packaging, where relevant.

Our team will assess your request and explain the available options.

Depending on the circumstances and your rights under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other appropriate remedy.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will handle reasonable return shipping costs as required by law.

3. Items That Cannot Be Returned for Change of Mind

Unless required by applicable law, change-of-mind returns may not be accepted for:

  • Custom-made or personalised products.

  • Products that have been used, damaged or altered by the customer.

  • Products that cannot reasonably be resold for hygiene or safety reasons after opening.

  • Free promotional items or gifts supplied at no additional charge.

  • Products purchased from unauthorised sellers.

These exclusions do not remove any rights you may have in relation to faulty or misdescribed goods under applicable consumer law.

4. Order Cancellations

If you wish to cancel or modify an order, please contact us as soon as possible at ryanrou1113@gmail.com.

We will try to accommodate your request if the order has not yet been dispatched. Once an order has been dispatched, cancellation may no longer be possible, and you may need to follow the applicable return procedure.

Your statutory rights remain unaffected.

5. Return Process

To request a return:

  1. Email ryanrou1113@gmail.com with your order number and reason for the return.

  2. Include photographs or other supporting information if your request relates to damage or a defect.

  3. Wait for our team to provide return instructions and the authorised return address.

  4. Pack the item securely and send it using the approved return method.

  5. Keep your postage receipt and tracking information until the matter is resolved.

Please do not send items to an address that has not been confirmed by our customer service team.

6. Refund Processing

Once your returned item has been received and assessed, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method. Processing times may vary depending on your payment provider or financial institution.

Where a refund is required under the Australian Consumer Law, it will be provided in accordance with the applicable legal requirements.

Original shipping charges and return shipping costs will be handled according to the circumstances of the return and applicable law.

7. Exchanges

If you would like to exchange an item, please contact us to confirm product availability and the available options.

Exchanges are subject to stock availability and do not limit any remedies available to you under applicable consumer law.

8. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account or payment account.

  2. Contact your card issuer or payment provider, as processing times can vary.

  3. If the refund is still missing, contact us at ryanrou1113@gmail.com.

9. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a repair, replacement, refund or compensation where a product fails to meet a consumer guarantee. The remedy available depends on the nature and seriousness of the problem.

This policy does not replace or limit those rights.

10. Contact Us

For questions about returns, refunds or exchanges, please contact:

Email: ryanrou1113@gmail.com