Refunds and returns

Last updated 1 September 2026. This page describes how this shop works in plain English. It is not legal advice.

Your rights under the Australian Consumer Law

Every sale on this site comes with consumer guarantees under the Australian Consumer Law, which is Schedule 2 to the Competition and Consumer Act 2010. Goods must be of acceptable quality, fit for the purpose they are sold for, match their description, and match any sample you were shown.

These guarantees cannot be excluded, and nothing on this page or anywhere else on this site limits them. If a product has a major failure, you choose between a refund and a replacement, and you can claim compensation for any other reasonably foreseeable loss. If the failure is not major, we will repair it or replace it within a reasonable time.

Australia has no general cooling-off period for an ordinary online retail purchase, so we say plainly which of the two things below you are using: a legal guarantee, or our own policy.

This shop's own change-of-mind window

This one is our policy, not the law. We accept a return for 15 days from purchase, on an unused item in its original packaging. A change-of-mind return carries a non-refundable packing and handling charge, and you pay the return postage using a tracked service. Reasons that count as change of mind: a better price found, no longer needed, does not fit, ordered the wrong item.

The live page this replaced said "we do not accept free returns if you change your mind". That is a fair statement of a shop policy, so it is kept in substance; what has been added is the paragraph above it, because the live page said nothing at all about the guarantees that do apply.

If it is faulty, damaged or does not arrive

Then none of the change-of-mind terms apply to you: this is a consumer guarantee claim. We cover return postage and put it right. Email theteam@customersupport.care with your order number and a photograph, and we may ask about the condition the parcel arrived in.

Cancelling before dispatch

An order can be cancelled until it ships, and most ship within 24 hours, so contact us within 12 hours if you need to. A service and processing fee applies to a cancellation after payment. Once packing and shipping have started the order can no longer be cancelled and the returns route above applies instead.

How a refund is paid

Within 24 to 48 hours of the returned item reaching us and being checked, to the original payment method. If you would rather hold it as credit for a future order, say so and we will.