Refund / Return Claim

 

We generally offers a 12-month warranty on all products, unless stated otherwise. Electronics products come with a 3-month warranty.

Warranty Claims:

ALL Claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following is included in the initial claim email:

  • Order Number
  • Manual with missing parts indicated (if applicable)
  • Images/Video clearly showing fault (if applicable)
  • Images/Video clearly showing goods in the original packaging (if applicable)
  • Note: All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment of image thumbnails.

Faulty or Damaged in Transit Products:

  • Send an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). Also, provide a brief explanation of the fault and what you would prefer in the way of compensation or replacement parts/product.
  • We will assess each situation on a case-by-case basis. We will advise on whether we will send replacement parts, offer a full or partial refund, or replace the product. 

Missing or Damaged Parts under 12-month warranty:

  • If a single part is missing or damaged, please specify using the instruction manual of what part they are missing or is damaged and the quantity needed.
  • Once we receive the details of what is needed, we can issue for a part to be sent as soon as possible. We will send an email containing tracking information when it is available.
  • Dispatch of spare parts from our warehouse can take up to 2 working days.
  • If no spare part is available, we will provide an alternative resolution in line with Australian Consumer Law 

Delivery Delays:

For any delivery delays please note that we always need to lodge an enquiry with our courier partner for investigation which can take up to 2 working days. If there is no update in 2 working days we will provide a resolution inform of a replacement or a refund.

 

Returns and Refund Procedure:

Refund will be back at the original way. Paid by PayPal- refund back to PayPal; paid by credit, refund back to credit. In all cases, please email us and we will advise if the product needs to be returned.

NOTE: We cannot refund to a different PayPal account or Credit card.

Return to Sender (RTS):

If there are any address discrepancies with your order and the product is returned to us, a cost of RTS (if applicable) and re-delivery cost will occur for any products that are returned to us.

Change of Mind:

  • We do not accept change of mind for health, safety, or health/safety baby-related products because we have a legal duty of the Health and Safety of the customers using our products and we are not allowed to be selling products that have been opened/handled/used, etc.
  • The change of mind option is not applicable to bulk purchases by pallet or pick up.
  • We only accept change of mind within 14 days after the item is delivered. You MUST notify us of the COM within these 14 days if not COM can be rejected.  
  • Please send an email including pictures or video of the condition of the product received and an explanation on why you would like to return the product and if the item is eligible for return.
  • For COM product must be unopened and in its original packaging.
  • If the return label provided to you, we will refund the total order amount MINUS initial postage, return postage, and restocking fee of 15%
  • If the return label NOT provided to you, we will refund the total order amount MINUS initial postage and restocking fee of 15%
  • If the customers change their mind before the item is received and require the action of RTS (Return to Sender), we will refund the total order amount MINUS initial postage and restocking fee of 15%
  • All items that are returned due to incorrect or incomplete delivery information will be treated as Change of Mind returns including items Returned to Sender due to being unclaimed

Recalls:

  •  In the event of a recall, we will advise of the procedure.
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