Return, Refund, and Exchange Policy
We appreciate your choice to shop with us. Our aim is to provide Australian customers with a clear and transparent process for handling returns, refunds, and exchanges. Please read through this policy carefully before submitting any requests. This policy is in line with applicable Australian laws and consumer rights.
Ⅰ. Return and Exchange Rights
Under the Australian Consumer Law (ACL), you may be entitled to a return, refund, or exchange under specific conditions, depending on the product's condition and the situation at hand.
Typically:
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You have the right to apply for a return or exchange within 14 days of receiving the product.
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Requests outside this reasonable timeframe may not be accepted.
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All return or exchange requests must first be confirmed by contacting customer support.
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Products sent back without prior authorization may face delayed processing or may not be accepted.
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Returns must meet the conditions outlined in this policy.
This policy does not affect any legal rights you may have under Australian consumer law.
Ⅱ. Return Request Process
To initiate a return or exchange, please follow these steps:
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Contact customer support and provide the following details:
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Order number
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Proof of payment (such as a screenshot or receipt)
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At least one clear photo or video of the item
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After your request is confirmed, you will receive the following return instructions:
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Prepaid return shipping label (PDF format, if applicable)
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Instructions for returning the item
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Once you have received the return instructions, please carefully package the item and follow the return steps as instructed. If a prepaid shipping label is provided, please ensure it is used within 7 days of issue.
Ⅲ. Return Conditions and Fees
If your return request meets the criteria outlined in this policy:
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We may cover the return shipping costs in certain cases.
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If the return does not meet the criteria, you may need to cover the costs.
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We recommend returning items in their original packaging to minimize any risk of damage during transit.
Return-related fees will be assessed based on the order specifics, item condition, and reason for return.
Ⅳ. Refund and Exchange Processing
Exchange Handling
Once the returned item has been inspected and is deemed suitable for exchange, a replacement will be processed and shipped within a reasonable time frame. In applicable cases, tracking details will be provided.
Refund Processing
For returns that meet refund conditions, the refund will be processed back to the original payment method.
Please note that processing time may vary depending on the payment provider or financial institution.
If a refund is not received within a reasonable timeframe, we suggest you reach out to the payment provider or contact customer service for assistance.
Ⅴ. Exceptions and Limitations
Certain situations may not be eligible for returns, refunds, or exchanges, including but not limited to:
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Damage caused by improper use, user-caused damage, or improper storage
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Requests made after the reasonable return window
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Products returned without prior authorization
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Products that cannot be resold in their original condition
Each situation will be assessed individually based on the specific circumstances.
Ⅵ. Customer Support and Contact Information
If you have any questions regarding the return, refund, or exchange process, or need further assistance, feel free to contact our customer support team using the following details:
Address
116 TOWHEE DR
SUMMERVILLE, SC 29485-7433
Phone
+1 (914) 608-7418
Business Hours
Monday to Friday: 09:00–12:30 / 14:00–18:00 (CET)
We aim to process your requests in a reasonable and thoughtful manner, in compliance with Australian law and this policy, while continuously improving the overall shopping experience.