Returns

We know that sometimes, things don’t go to plan, and that you might need to return something for a number of reasons. Returns help us better understand our products and how we can improve them, as well as providing a chance to better understand your needs as a customer. Ultimately, they help us in our pursuit of constant improvement and innovation.

Please contact us before sending anything back, for a step-by-step guide on how to process a return, see below. 



To see our Warranty terms and conditions, click here.

 

 

How to Process a Return

 

 

Step 1. Log in

Log into your account via the icon top right. 
If you don't have an account, contact us.

 

Step 2. Click on "Resolution Centre"

Once in the Resolution Centre, open a New Item Dispute. You'll be guided through the steps required to lodge your return.
 

 

Step 3. We’ll work with you on a solution.

This will depend on the circumstances in line with our policies, and could be a refund, replacement, repairs, credit, partial credit, or refusal.

We always endeavour to work out a solution that you are happy with.   
 

 

Step 4. If required, return the item. 

If required, we will advise you to return the item via tracked postage or courier. Please note that without a verifiable tracking number, you accept full risk of the item not reaching us. Returns not received by us will not qualify for replacement or refund.

If your order was damaged on arrival, we will reimburse you for any shipping costs incurred to return the item. 
 

 

Our Returns Policy 

 

1. You changed your mind

  • We offer a 30 day return policy for change of mind. That means if you are not satisfied with your purchase, you are welcome to return it to us up to 30 days after you received it for your choice of exchange or full refund, excluding original delivery costs.
  • All returned items must be in brand new, unused condition, in their original shipped packaging, and include all parts and accessories. Where returned items are not received by us in brand new condition, we will return them to you once you pay us the cost of redelivery to do so.
  • Return shipping costs are non‐refundable. For exchanges, we will cover the cost of sending a replacement product back to you.

 

2. The item arrived damaged or missing parts

  • All orders leave our warehouse in brand new undamaged condition. If your item arrives damaged or missing parts, we will gladly replace it for you (or if stocks are exhausted, refund you in full) and reimburse you for any return shipping costs you incur to return the item to us. Please email us a copy of the receipt for any shipping costs you incur.
  • All claims for damaged items must be made within 2 business days of receiving your order. It is important that you open your order as soon as you get it, and notify us immediately if there is any damage.
  • Please take photographs of any damage and email them to us before sending the item back, as we need to report damage to our insurer, delivery courier and warehouse.

 

3. The item is faulty

  • Your purchase automatically comes with protections under Australian Consumer Law that cannot be excluded. All of our products are fully backed by manufacturer warranty.
  • Should your product be faulty, please contact us so we can guide you through the correct process for having the fault rectified under the manufacturer warranty. Depending on the manufacturer’s warranty terms and requirements, we will either repair or replace it for you (or if stocks are exhausted, refund you) excluding original delivery costs.