Returns

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Two different situations, and people confuse them

Something is wrong with the item. That is a consumer guarantee matter and your rights are set by law, not by us.

You changed your mind. That is goodwill, and the terms are ours to set.

If something is faulty or not as described

Under the Australian Consumer Law our goods come with guarantees that cannot be excluded. If an item is faulty, is not what was described, or does not do what it was sold to do, you are entitled to a repair, replacement or refund depending on how serious the problem is, plus compensation for other reasonably foreseeable loss.

For a major failure the choice between refund and replacement is yours, and we pay the return postage. You do not need the original packaging and you do not lose the right because time has passed — the guarantee lasts as long as is reasonable for that kind of product.

A receipt helps but is not the only acceptable proof of purchase. A bank statement works.

If you changed your mind

[PENDIENTE: plazo para devolucion por cambio de opinion]
[PENDIENTE: quien paga el porte de retorno en ese caso]

The item needs to be unopened, unused and in a condition we can sell.

What cannot be returned for change of mind

Anything opened where hygiene or safety is the issue. Anything supplied after a consultation and prepared for you individually — it was made for one person and cannot go to another. Gift vouchers, which do not expire for at least three years anyway.

None of these exclusions apply when the item is faulty. That is the other situation.

How to start a return

Bring it to 141 Longueville Road, Lane Cove, or ring 0421 014 588 first if it needs posting.