1. Limitation on Return Rights
1.1 Except for mandatory consumer guarantee rights under applicable law, the Company is under no obligation to accept any returns or provide any refunds. All return and refund requests are subject to the sole discretion of the Company.
1.2 The act of making payment constitutes the customer's full acceptance of the purchased products and all their characteristics, including but not limited to product colour, size, material, appearance, and any minor variations or imperfections, unless such imperfections materially affect the basic functionality of the product.
1.3 The Company reserves the right to reject any return request for any reason or no reason, without explanation.
2. On-Site Inspection Rule for Self-Collection
2.1 For customers who choose to collect products themselves, it is mandatory to carefully inspect all products on-site, before leaving the Company's warehouse or collection point, including but not limited to quantity, specifications, model, colour, appearance, and any visible damage or defects.
2.2 Once the customer leaves the warehouse or collection point, they shall be deemed to have fully accepted all aspects of the collected products and confirmed that the products are in good condition and conform to the order requirements.
2.3 For self-collection customers, the Company will not accept any post-departure claims regarding:
Product quality issues (unless the issue is a latent defect that could not have been discovered through reasonable inspection at the time of collection and constitutes a major failure);
Shortage of quantity;
Incorrect specifications or models;
Cosmetic defects or surface damage;
Products not meeting expectations.
2.4 If a customer identifies any issues at the time of collection, they must raise them immediately before leaving the warehouse for the Company to address promptly. Any claims raised after leaving the warehouse, for whatever reason, may be unconditionally rejected by the Company.
3. Change of Mind Returns
3.1 Under the Australian Consumer Law, businesses are not required to provide a refund for a change of mind. As a commercial courtesy, the Company may, but is not obligated to, approve change of mind returns.
3.2 If the Company, at its sole discretion, approves a change of mind return, the following strict conditions must be met:
The return request must be submitted within 14 calendar days of receiving the goods, and any request submitted after this period will not be accepted.
For self-collection customers, the return request must be submitted within 14 calendar days of collection, and customers must still comply with Clause 2 of this Policy.
Products must be completely unused, uninstalled, uncleaned, and unaltered;
Products must be in their original condition, free from any scratches, wear, stains, or odours;
All original packaging, labels, instructions, and accessories must be intact and unopened;
Original proof of purchase must be provided.
3.3 For approved change of mind returns, 20% of the order value will be deducted to cover restocking, handling, and administrative fees, with the remaining 80% refunded.
3.4 All return shipping costs for change of mind returns shall be borne entirely by the customer. If the customer requests the Company's pickup service, a fee of $100 base fee + $5 per kilometre will apply, and such fee will be deducted directly from the refund.
3.5 Any change of mind return request that fails to meet the above strict conditions will be unconditionally rejected.
4. Time Limit for Reporting Order Discrepancies
4.1 It is the customer's responsibility to immediately inspect the goods upon receipt to verify consistency with the order, including but not limited to product model, specifications, size, quantity, and colour.
4.2 For delivery customers, any claim regarding "product not matching the order" must be notified to the Company in writing within 48 hours of receipt, accompanied by clear photo or video evidence and a detailed written description.
4.3 For self-collection customers, Clause 2 of this Policy must be strictly complied with, and inspection must be completed before leaving the warehouse. Any claims regarding order discrepancies raised after the order leaves the warehouse will not be accepted by the Company.
4.4 Failure to notify within 48 hours (for delivery customers) or having left the warehouse (for self-collection customers) shall be deemed as the customer's confirmation and acceptance that the received products fully conform to the order, and no claims, returns, exchanges, or refund requests regarding order discrepancies will be accepted thereafter.
4.5 Special Note: If the customer receives products that are superior in specification or value to the original ordered products (e.g., receiving upgraded products or higher specifications at the same price), such a circumstance does not constitute a valid reason for a "product not matching the order" claim. The customer shall not be entitled to request replacement with the original specified products or demand any form of compensation, refund, or discount. Under no circumstances may a customer assert a claim for receiving products of higher value.
4.6 If, due to the Company's error, the delivered products do not match the order and such discrepancy adversely affects the customer, the Company will handle the matter in accordance with Clause 6 (Faulty or Defective Products) of this Policy, provided that the customer still complies with the reporting time limits set forth above.
4.7 Any order discrepancy claim submitted beyond the prescribed time limit, for whatever reason, may be unconditionally rejected by the Company, and the Company shall not be liable.
5. Specials, Clearance Items, and Non-Standard Products
5.1 All products marked as "special," "clearance," "seconds," "second-hand," or "sold as-is," once sold, are non-returnable and non-refundable.
5.2 Before purchasing such products, the customer acknowledges and accepts that the products may have all kinds of imperfections, defects, or flaws, and shall not raise any objections after purchase.
5.3 For self-collection customers, leaving the warehouse with such products constitutes full acceptance, and the Company will not accept any post-purchase claims.
6. Custom Products
6.1 Custom products, special order products, and products manufactured to customer specifications are strictly non-returnable and strictly non-refundable, regardless of whether the products have been delivered, installed, or the customer has changed their mind.
6.2 The outcome of custom products may reasonably differ from customer expectations due to factors such as production processes, material batches, or display devices, and such differences shall not constitute grounds for return.
7. Faulty or Defective Products
7.1 This clause does not affect the statutory rights of consumers under the Australian Consumer Law. However, when a customer claims that a product has quality issues, the burden of proof rests strictly with the customer.
7.2 The customer must notify the Company in writing within 48 hours of discovering the alleged quality issue, providing:
Clear photographic or video evidence is sufficient to demonstrate the issue.
A detailed written description of the issue.
Original order number and proof of purchase.
7.3 For self-collection customers, any surface quality issues that could have been discovered through reasonable inspection at the time of collection (such as scratches, colour variations, cosmetic defects) must be raised before leaving the warehouse. Claims of this nature raised after departure will not be accepted by the Company.
7.4 The Company reserves the right to reject any claim if notification is delayed or evidence is insufficient.
7.5 If, upon verification, the issue is confirmed to be a quality issue and constitutes a major failure, the Company may, at its option, provide one of the following remedies:
Replacement with an equivalent product; or
Full refund.
7.6 If the issue constitutes only a minor failure, the Company has the right to choose to remedy the situation by repair, replacement, or partial refund, with the specific amount to be determined at the Company's sole discretion.
7.7 Any products returned by the customer without the Company's prior written approval will not be accepted, and the Company assumes no responsibility for the custody of such products.
8. Transit Damage
8.1 Before signing for the delivery of goods, the customer is obligated to inspect the condition of the goods on the spot. Signing for the goods shall be deemed as the customer's confirmation that the goods are in good condition.
8.2 Any damage occurring during transit must be noted on the delivery docket as "goods damaged" at the time of signing, with photographs taken, and must be notified to the Company in writing within 24 hours.
8.3 Any transit damage claims submitted after these 24 hours will not be accepted by the Company.
8.4 For verified transit damage, the Company may, at its sole discretion, choose to repair, replace, or issue a partial refund based on the extent of damage.
9. Refund Processing
9.1 Any approved refund will be processed within 14-21 business days after the Company receives and inspects the returned products and confirms compliance with all return conditions.
9.2 Refunds will be issued via the original payment method. Any handling fees or exchange losses incurred through payment channels shall be borne by the customer.
9.3 All refunds are subject to the Company's final inspection results. If inspection reveals that the returned products do not meet the return conditions (e.g., signs of use, damage, missing packaging, etc.), the Company reserves the right to:
Reject the refund; or
Deduct applicable fees and issue a partial refund; or
Return the products to the customer (with shipping costs borne by the customer) without issuing a refund.
10. Final Interpretation
10.1 The Company reserves the right of final interpretation of this Return and Refund Policy.
10.2 In the event of any dispute, the Company's records (including but not limited to order records, inventory records, and inspection records) shall serve as the final basis for resolution.
10.3 The Company reserves the right to amend or update this Policy at any time. Any amended terms shall take effect upon posting, without prior notice to customers.
11. Consumer Statutory Rights Statement
11.1 Nothing in this Policy is intended to exclude, restrict, or modify the mandatory consumer guarantee rights under the Australian Consumer Law. In the event of any inconsistency between this Policy and applicable law, the law shall prevail.
11.2 However, with respect to rights that may lawfully be limited or excluded, the Company shall maximise the use of rights granted by law to protect its own interests.