Returns & refunds
Your rights come first
Everything below is in addition to your rights under the Australian Consumer Law. Nothing in our policy — and nothing any of our suppliers require of us — reduces those rights.
If a product is faulty, is not as described, or does not do what it is supposed to do, you are entitled to a repair, replacement or refund depending on how serious the problem is. There is no 30-day cut-off on that. What counts as a reasonable period depends on the product, its price and what a reasonable person would expect of it.
Changed your mind?
Separately from your legal rights, we accept change-of-mind returns within 30 days of purchase, provided the item is unopened and in resaleable condition. Return postage for a change-of-mind return is at your cost.
Some items cannot be returned for change of mind — software licences once issued, and special-order items brought in specifically for you. We tell you before you buy where that applies.
How to start a return
- Tell us what happened using your order number.
- We assess it — a person, not an algorithm, decides anything involving a fault or a description problem.
- We email you return instructions, or resolve it without a return where we can.
- Once we have it back and have checked it, we complete your refund or replacement.
Refunds go back to the original payment method. They usually appear within a few business days, depending on your bank.