REFUND POLICY
SECTION 1 - Returns & Refunds
All conditions outlined below follow The Australian Consumer Law, Consumer Rights, and Guarantees.
We will always do our best to accommodate your needs, however, we highly recommend making yourself aware of our Refund/Return Policy before placing an order with us. Failure to do so can result in no accommodations being made.
Please also read all of the information and instructions provided on each product page to ensure that you are using our products correctly and safely.
Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a refund/return, please email us at aushomebasics@gmail.com.
We have a 14-day Refund/Return Policy, which means you have 14 days after receiving your item to request a refund/return.
If it’s been over 14 days and you request a refund/return due to a broken/damaged product, we may require you to provide us with either an image or a video to demonstrate that the product is broken/damaged, together with an explanation as to why it took over 14 days to inform us of the broken/damaged product. This is to ensure that all requests are genuine as we cannot manually check this in person.
All Australian consumers are protected by a set of consumer rights, which protects you in case the product arrives damaged, broken, or out of shape that it cannot be used as intended, or if it never arrives.
While there is no limit in the time you can take, the Australian Consumer Law does encourage customers to do it within a reasonable amount of time.
You are NO LONGER ELIGIBLE for a refund if you:
1. Asked for a refund due to a change of mind, or decided you did not like the purchase or had no use for it. We reserve the legal right, in accordance with the Australian Consumer Law, to reject your request for a refund.
We also reserve the right to grant partial refunds, during certain situations, at our discretion.
2. Placed an order by mistake or purchased the wrong product, so please take care when at the checkout and ensure you have selected the right products.
3. Found the product cheaper elsewhere.
4. Misused a product in any way that caused the damage or against our advice.
Please use our products with care as they are delicate. You are NOT eligible for a refund if the item has been damaged after it has been used. If the item was received in good condition, any issues after is due to misuse by the customer.
Furthermore, if any product comes into contact with any substance, liquid, or other chemicals that can cause damage to the product, that is no fault of our own and you will not be eligible for a refund/return.
5. Knew of or were made aware of the faults before purchasing the product.
After being given a tracking number, it means that your order has now been handed to Australia Post and cannot be canceled. Unless the product you received is damaged, it is now ineligible for a refund. For more info about shipping, visit our Shipping Information page here.
For returns, your item must be in the same condition that
you received it, unworn or unused, with tags, and in its original packaging.
Prior to you returning your item, we will require you to contact us at aushomebasics@gmail.com with your order number on the subject line.
Please note, that contacting us via social media channels may not be the best place for a quick response and that your refund/return request will be tended to faster by sending us an email.
If your return request is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will NOT be accepted.
If your refund/return request falls within our Refund/Return Policy, we will pay for the return shipping. In most cases, you will need to pay it first and a valid postal receipt must be shown to us. The items sent back must also have registered tracking. After this, the cost of the return shipping will be refunded via bank transfer or PayPal.
Refunds can take up to 5-10 business days, excluding public holidays and weekends.
Once a refund has been processed, the purchase amount will automatically be credited back to your credit card or original method of payment.
If you have any questions about your refund (after it’s been processed), please allow for a minimum of 5 business days after the refund has been processed to check up on it, then contact your bank, and then contact us.
But at a maximum, it shouldn’t arrive any longer than 10 business days, depending on the banking institution - feel free to reach out to us so we can communicate with you during this time.
SECTION 2 - Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again, then contact your bank. It may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund, please send us a message at aushomebasics@gmail.com.
Please keep in mind that it usually takes approximately up to 5 business days for funds to arrive, for some customers it may take longer, just keep in communication with us so we can all be aligned together. Contacting us via email is the best way to get in touch with us.
SECTION 3 - Shipping
Shipping costs will be covered for you if your product is damaged/broken and you are asked to return it. Anything out the scope of the Refund/Return Policy, listed above, in accordance with the Australian Consumer Law, is at our discretion.
SECTION 4 - Questions and Assistance
If you have any further questions, please do not hesitate to read this page again for extra clarity and to then contact us via email.
Remember, contacting us via social media may not be the best way to get a prompt response. We do our best to respond to everyone within 24-48 hours (Monday to Friday, 9am to 5pm ACST) via email and sometimes, messages can get lost in social media. So make sure to contact us via email.
Lastly, postage can sometimes take time. If you seek for more info about our “Shipping Information”, click here.
We look forward to doing business with you. Thank you.