Returns

Returns: Change of Mind Items

Please choose carefully!

We do our best to help you to make an informed purchase:

  • We give as much information on our products as we can in the descriptions; please help us by reading the descriptions and specifications carefully.
  • We provide online videos of our products in action (where available).
  • We can arrange an in-store demo of many of our products, or can often point you towards an online demo.
  • If you have any questions about a product please contact us before purchasing, we would be happy to answer any questions you may have about the specifications or capabilities of the product.

14 DAY REFUND PERIOD
For your peace of mind we offer a 14 day refund period provided that the following conditions are met:

  • The item must be returned to us within 14 days from the date of purchase.
  • The item must be in new and unopened condition.
  • All packaging, documentation and accessories included with the item must also be returned unmarked, unused and undamaged.
  • The item is returned with a completed Returns Form.
  • The item has been adequately and appropriately packaged for its safe return. Unfortunately we are unable to issue a refund if the item has been damaged en route to us.

Unfortunately we are unable to refund items that:

  • Have been opened or have damaged packaging.
  • Have been used.
  • Were specially ordered for you.
  • Were cut to length (for example: fabrics, trims, elastic etc.)
  • Were specially assembled for you.

Extended Return Period for Gifts
If you are buying a gift for someone else we understand that you may need longer than 14 days to return an item. If you would like to organise an extended return period please contact us before purchasing and we will organise it for you. This must be done before submitting your order otherwise the standard 14 day return period will apply. Please note that all conditions of return still apply.

SHIPPING OF RETURNS
Please note that:

  • You are responsible for the cost of return shipping.
  • The return shipping method must be appropriate for the item.
  • The item must be packaged adequately and appropriately to prevent damage.
  • Unfortunately we are unable to refund the original shipping fee.
  • Sorry all international returns must be freight paid.

PAYMENT OF REFUNDS
Please note that:

  • Credit card purchases will be refunded back to the credit card that was used to purchase the item.
  • PayPal Account purchases will be refunded back to the PayPal Account that was used to purchase the item.
  • If the returned item was purchased using cash, Eftpos or bank deposit you will need to supply a bank account number into which the refund can be paid.

Alternatively you may visit us in store and we can issue you with a cash refund. Refunds exclude all shipping costs.

RETURNS PROCESS
If you would like to return an item and you are able to meet the conditions of return as listed above, please follow this process:

  1. Please email us with the following information:
    - Your full name
    - Your phone number
    - Your order number
    - The name of the item you want to return
    - The date of purchase

  2. We will reply with instructions on how to return your item which will include a Returns Form which you will need to print, fill out and return with the item. We recommend you keep a copy of your completed Returns Form for your records.

  3. Once we receive your returned item it will be inspected to ensure that it complies with the conditions of return.

  4. If approved, your refund will be processed in 3-5 business days.

Alternatively, visit us in store with the item you’d like to return and your proof of purchase and we will process your refund in person.

Returns: Incorrect Items

If we have sent you the wrong item, we apologise!

  • Please keep the product and its packaging unopened, unmarked and undamaged.
  • Please email us with the details and we will organise return of the item at our cost. In most cases we will send a courier to pick up the item, although if you have an RD address you may need to drop the item off at a courier depot, or provide a safe alternative non-RD pickup address.
  • As soon as we receive the returned item we will process it as quickly as possible. We can usually have the correct product dispatched the same or next business day.

Returns: Defective Items

If we have sent you a defective item, we apologise!

  • Please keep the product, plus any packaging, documents and accessories, safe.
  • Please email us with the details and we will organise return of the item at our cost. In most cases we will send a courier to pick up the item, although if you have an RD address you may need to drop the item off at a courier depot, or provide a safe alternative non-RD pickup address.
  • As soon as we receive the returned item we will process it as quickly as possible.
  • If the defect is minor we may repair (where possible), replace (where available) or refund.
  • If the product has a substantial defect you have the choice of whether you would like a repair (where possible), replacement (where available) or refund.

Damage in Transit
If your order is received damaged you must contact us within 48 hours so that we can initiate a claim with the freight company. Unfortunately we cannot accept claims for damage outside of this time period.

Please follow these steps on receiving your order:

  • Inspect the package for damage before signing for it.
  • Point out any damage to the delivery person and write a basic description of the damage on the delivery docket (or electronic pad) before signing it.
  • Inspecting the package is your responsibility. Unfortunately it is very difficult to prove that the damage was caused in transit if you do not inspect the package before accepting or opening it.
  • Take photos of the damage before opening it as well as of any damage to the enclosed items.
  • Contact us within 48 hours.