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FAQs

What happens if my order is faulty or damaged on arrival?

We will replace (where practical) any item that is faulty or damaged.  However the item needs to be returned to us for this to occur.  If you feel you may have an item that needs to be replaced or refunded, please email us  as soon as you receive the items.  

Is there a time limit on returns and refunds?

Yes.  You have 5 days from the date we send the order to you, or if it was a free local delivery you have 2 days from the time we delivered your order.  You need to contact us as soon as you open your order and find a fault.  If you contact us after those time frames, we will have the right to refuse refunds or replacements.

How do I return an item for a refund?

The first step is to contact us straight away.  DO NOT return product without contacting us first.  If you received free local delivery, we will come and collect the item from you.  If the item was sent to you via Australia Post, then we will tell you the best way to return it when you contact us.  It will most likely be via Australia Post.

Do I need to pay for the return of a faulty or damaged product?

Yes, BUT we will reimburse you once we receive the item back.  Simply package as we have suggested after you contact us, and include the receipt for postage paid in with the item.  Once we receive the item, we will refund the cost of the postage directly to you via Direct Debt or PayPal.  We have the right to refuse postage refunds if no receipt is included.

Can I get a refund because I have changed my mind?

No.  The Victorian Consume regulations state that you are only entitled to a refund if the goods are faulty or not as described.