Our returns policy is in addition to your rights under the Australian Consumer Law, as we want you to be satisfied with your purchase.
If you have changed your mind about your order, we are happy to offer you an exchange or refund provided that:
- The items are returned within 7 days of delivery (excluding Marketplace items, which have a 30-day returns policy);
- You can show your original receipt, online tax invoice or other adequate proof of purchase at the time you return the items;
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The items have not been used or damaged in any way including that:
- They are in their original packaging including manuals, pamphlets and all accessories; and/or
- They are unopened, unused and in their original saleable condition;
- The items are not in the list of categories ineligible for a change of mind return (see below).
Unfortunately, due to their nature and use, items in the following categories are not eligible for change of mind returns:
- Scheduled items/medicines (prescribed or over the counter)
- Baby formula
- Fragrances
- Vitamin supplements
- Consumable products (e.g., food and drinks)
Where an item is eligible for a refund, we will refund the price of the item to your original payment method. Shipping costs for the order and return will not be refunded.
Online orders must be returned by mail only. Return delivery address details will be shared as your return is processed.
Any items returned that don’t comply with our change of mind returns policy are unable to be refunded.
We will accept returns and provide you with a refund, exchange or repair where the product is:
- is faulty or is not of acceptable quality, or
- significantly different to those shown or described to you, or
- not fit for its intended purpose, or
- unsafe.
Where an item is eligible for a refund of this kind, we will refund the price of the item as well as any associated shipping costs to your original payment method.
You will not be entitled to a refund for the cost of the item or postage and handling if you do not receive your order due to one of the following:
- Your order is not collected, or
- Your order is rejected at the border, or
- Your order is returned to sender, or
- Fees or duties are not paid by you
Certain items may be restricted in your country and may be withheld at the border. We are unable to remain across these import requirements for your country and it is your responsibility to ensure that what you order will be able to clear customs.
Warranties may not apply for certain goods purchased for use outside of Australia, except where required by Australian law.
To start the returns process, please visit Contact Us and select ‘Returns’ in the drop-down menu.