Legal

Refunds

DRAFT for legal review, 1 Nov 2026

The short version

If a product is faulty, not as described, or unsafe, tell us. We will put it right, and we pay to get the product back.
If you changed your mind, you can return an unused product for a refund. Ask us within 30 days after delivery. You pay the return postage.
Nothing on this page takes away your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

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 for 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 failure does not amount to a major failure.

The guarantees apply automatically. You do not have to ask for them.

The main guarantees for goods are that they:

are of acceptable quality: safe, durable, free from defects, and acceptable in look and finish
are fit for their normal purposes, and reasonably fit for any purpose you told us about before you bought
match the description we gave, and any sample or demonstration model
have spare parts and repairs available for a reasonable time, which is the maker's or importer's duty
meet any promise made about them
are ours to sell, with no one else having a claim over them

These rights have no fixed end date. How long a product should last depends on what it is.

No sign, notice or term can take these rights away. A "no refunds" sign is illegal.

What is a major problem?

A problem is major if the product:

is unsafe
is very different from its description, sample or demonstration model
has a problem that would have stopped you buying it, if you had known about it
does not do what it is meant to do, and cannot be fixed quickly or easily
cannot do what you told us you needed it to do

What you can choose

For a major problem, you choose one of these:

a refund
a replacement of the same kind, or one of similar value if we cannot reasonably get the same one
keep the product and ask for compensation for the drop in its value

For a minor problem, we choose whether to repair it, replace it or refund you. The repair must be done in a reasonable time.

If we offer a free repair for a minor problem, please let us do it first.

If we do not fix a minor problem in a reasonable time, you can have it fixed somewhere else and claim the reasonable cost from us. Or you can reject the product and ask for a refund or a replacement.

If a faulty product caused other loss or damage that was reasonably foreseeable, you can claim compensation for it.

How to make a claim

Email [email protected].
Give your order number and tell us what is wrong.
Attach clear photos of the problem and of any damage to the box.
Keep the product and its packaging until we reply.
If you want to reject the product, say so and tell us why.
We will tell you what happens next and where to send the product.

Tell us as soon as you notice a problem. The law sets no fixed deadline. But you can lose your right to reject a product if:

you wait too long
the product is lost or destroyed
the product is damaged through no fault of ours
the product is fixed to other property and cannot be removed without damage

Who pays for the return

If your product is faulty, not as described, or unsafe, we pay the cost of getting it back to us. If you already paid reasonable postage for a return we agreed to, we will refund it.

For large or heavy products, we arrange and pay for collection.

You deal with us. You do not have to chase the maker.

Getting your refund

We refund you the way you paid. We do not give a credit note instead of a refund unless you agree to it.

After we send a refund, Stripe says it usually shows on your statement in about 5 to 10 business days, depending on your bank.

Change of mind

The law does not make a business take back a product just because you changed your mind. We choose to offer this policy anyway, and we will follow it.

You can return an item for a refund if:

you ask us within 30 days after it was delivered
it is unused
it is in its original packaging
any food or other sealed item is still sealed

How it works:

Email us to ask for a change of mind return.
We will tell you where to send the item. Please do not post it back before we reply.
You pay the return postage.
When we get the item and check it, we refund the price you paid for the item, the way you paid.
We do not charge a restocking fee. We do not refund the original delivery charge.

We cannot accept change of mind returns for:

items that you have used, opened or damaged
food and other consumables once the seal is broken
items that are not in their original packaging

These limits do not affect your rights if a product is faulty, not as described, or unsafe.

We link to this page on product pages and at checkout, so you can read it before you buy.

Packs

If one item in a pack has a problem, we will deal with that item. We will repair, replace or refund it.

If the problem means the rest of the pack is of little use to you, tell us. We will treat it as a problem with the whole pack.

[UNVERIFIED: a lawyer should check how the law applies when goods are sold together as a pack, and how to work out a refund for one item in a pack.]

Wrong item, missing parts, or damage in delivery

If you get the wrong item, or something is missing, that counts as the product not matching its description. Follow the same steps as above.

If your order arrives damaged, take photos before you send anything back. Then email us.

Example: a faulty radio

Say your hand-crank radio stops working.

What to do: email [email protected] with your order number, a short description and a photo.
By when: as soon as you notice. The law sets no fixed end date for these rights.
Who pays: we pay to get the radio back to us.
If it cannot be fixed quickly or easily, that is a major problem. You choose a refund or a replacement.
If it can be fixed, we choose whether to repair it, replace it or refund you.

If we cannot agree

If you are not happy with how we handle your claim, see section 14 of our Terms of sale. You can contact your state or territory consumer protection agency.