Returns and Exchanges
If you are not satisfied with any of the products for any reason, please submit a support ticket and let us know the details of your case within 14 days of receiving your order. For any returns or exchanges, the product must be packed in original packaging, unused or re-saleable condition.
Exchanges and refunds are looked at on a case by case basis.
a) Where a refund is requested and approved, we will credit your original method of payment with the price of the returned merchandise (excluding shipping charges).
b) Refunds are processed within 10 working days of receipt of the returned item, followed immediately by an email to you as confirmation of the refund.
a) Where an exchange is requested and approved we will send out a new item/s.
b) If the exchange is due to manufacture fault we will deliver the new item/s to you free of charge and we will refund to you the postage costs of returning the item/s.
Damaged or Incorrect Item
If you wish to return an item because of an error on our part or you received something damaged, we will cover all costs associated with returning the merchandise. If your products is damaged on arrival, please take a photo of the package and let us know by submitting a support ticket. We will then organise a free return of the faulty product and new copy through our distributor.
a) All item/s must be in unused or re-saleable condition. Any item/s which are considered to be “used” or “not fit for re-sale” will be returned back to you and we will be unable to refund your money.
b) Ensure that the product is packaged securely, we reserve the right to refuse refund/exchange for any damage to the product in transit as a result of poor packaging.
c) Your returns package must be received by us within 30 days from the date of sale.
d) Return postage cost is the responsibility of the sender except in the case where the wrong order has been fulfilled or the product was faulty, in which instance we will cover the postage costs of returning the item/s and also resending the correct order back to you.”
Uncollected or Returned Items
a) When couriers have attempted multiple times for delivery or if there is an incorrect address supplied, the order will be returned to us. When returns are received, our fulfillment company will email you notifying you of the return and ask you if you would like it resent. Resending your order will incur a fee for re-delivery.
b) Alternatively, if you no longer need the product, we can refund you the full amount of the product minus the shipping fee + an administration fee.
c) If we do not hear from you within 2 weeks from sending the email, we will refund you the full amount for the product minus the shipping fee + an administration fee.
For Australian Orders:
If you are not home when the courier comes to deliver your parcel, the driver will leave a “Sorry we missed you” card. The pack will be returned to the local Toll Priority depot. You should then contact Toll Priority on 131531 quoting the tracking number and arrange the delivery at a convenient time, or to a convenient alternative address, when someone will be there. You can also sign the “Authority to Leave” section on the card in case nobody is there when re-delivery occurs. If Toll Priority are not contacted, they will continue to try to contact you, but after normally about 2-3 weeks the order will be returned to us and the above procedure will take place.
For International Orders:
Final deliveries are made via the local postal service therefore procedure depends on the country. Most would leave a card and have the pack collected from the local Post Office. If not collected / successfully delivered, and the local postal service decide to return it to sender after whatever time period they stipulate locally, it then goes back into the hands of DHL for return back to us and the above procedure will take place.