9. CANCELLING AN ORDER
9.1 Cancellation by us
(a) We may cancel any Order, or refuse to accept an Order, or part of an Order at any time
(including any Orders that we have accepted or issued an invoice for) without any Liability
to you for that refusal or cancellation if:
(i) the Products the subject of your Order are not available;
(ii) we are unable to process your payment;
(iii) there is an error in the price or the product description posed on the Website in
relation to the Products the subject of your Order;
(iv) we reasonably suspect that you have breached any of the provisions featured within
these Terms by placing the Order; or
(v) we reasonably suspect fraudulent or unlawful activity.
9.2 Cancellation by you
(a) Unless otherwise provided for pursuant to the Australian Consumer Law or any other Law
which the parties cannot legally contract out of, you agree that you cannot change or
cancel an Order after it has been placed.
(b) If you wish to change or cancel your Order, please contact
[firstname.lastname@example.org]. Every attempt will be made to accommodate your
request, however unfortunately no guarantee can be given once an Order has been
(c) If we agree to you changing or cancelling your order after it has been placed, we may do
so subject to:
(i) you providing us with proof of purchase of the ordered Products;
(ii) the ordered Products being in their original condition and packaging; and
(iii) you agreeing to pay an amount we request on account of our reasonable costs of
processing the change or cancellation.
(d) If your Order has already been processed, you may still be able to return the Products the
subject of your Order. Please see our Returns and Refunds policy below for more
10. RETURNS AND REFUNDS
10.1 Our refunds and returns policy incorporates those rights you have under the Australian
10.2 As a precondition to our assessment of any request for a refund or a return we will ask you to
provide us with a valid proof of purchase of the relevant Product or Service. This may include
your original receipt, your tax invoice or a statement from us.
10.3 Failures in respect of Products
(a) Our Products come with guarantees that cannot be excluded under the Australian
Consumer Law. You are entitled to:
(i) a replacement or refund for a major failure; and
(ii) compensation for any other reasonably foreseeable loss or damage.
(b) You are also entitled to have the goods repaired or replaced if the goods fail to be of
acceptable quality and failure does not amount to a major failure.
(c) If the failure is minor, we reserve our right to offer to repair only.
10.4 How to return Products
(a) You must provide us with:
(i) proof of purchase by producing the original tax Invoice or other form of proof such
as proof of payment;
(ii) the goods listed on the tax invoice with all original packaging and manuals enclosed
(including any bonus offers if applicable);
(iii) goods in their original condition;
(iv) goods with their tags remaining attached;
(v) suitable identification to identify you as the original purchaser; and
(vi) our online returns form which details the fault or issue with the goods and that the
fault or issue was not caused by you.
(b) We reserve the right to refuse any request for cancellations, exchanges, alterations,
amendments, returns and refunds in accordance with the Australian Consumer Law.
(c) You will be liable for any costs incurred relating to delivery, where the products have been
delivered to you, unless the product is found to be fault or damaged.
(d) Returns or refunds will not be offered where any products have been marked as
“undeliverable” by the shipping provider.
(e) You may be charged 20% of the purchase price of your purchase for the administrative
and handling costs associated with any exchange, alteration, amendment return or refund
in accordance with the Australian Consumer Law.
(f) Please download and complete our online returns form to ensure we can process your
refund as quickly as possible. To download the form click Here
10.5 Items not Eligible for Return
We do not accept returns or exchange for change of mind.
11. FAULTY PRODUCTS
11.1 If you believe there is a fault with an item you have received, please let us know as soon as you
become aware of the fault by contacting our customer service team on
11.2 You must be able to:
(a) provide the original receipt (or a copy of) or some other form of proof of purchase of the
faulty item (where multiple items were purchase in the transaction that includes the faulty
item and a credit card/bank statement does not clearly itemise the faulty product, this may
not provide sufficient proof of purchase); and
(b) return the product to us by post. We note that you are responsible for the cost of return
11.3 If you are an international customer, please contact the customer service team prior to returning
the product to us.
11.4 Photographs alone will not be accepted as proof of fault. It is a requirement that the physical
product be in our possession prior to the acceptance of your return request. Please note, where
an item is deemed faulty, we will happily refund the cost of returning the item to us. Please
ensure you keep your postage receipt so that we can facilitate this refund for you.
11.5 In some cases, faulty items cannot be repaired and a replacement or refund will be offered. We
cannot control the availability of replacement goods.
11.6 We have no control over manufacturer warranty periods, nor can we control repair periods and
cannot advise what they will be. We will, however, do everything we can to ensure your faulty
item is handled as quickly as possible and that you are informed throughout the process.
11.7 We cannot be held accountable for repair products or communication from the manufacturer.
11.8 All electronic products come with manufacturer warranty and are non-refundable. If a product
covered by a warranty is deemed to be faulty we recommend that you contact the manufacturer
directly in accordance with the warranty conditions.
12.1 If your package has been shipped, we reserve the right to refuse order cancellation or to charge
a cancellation fee of 20% of the purchase price (‘Cancellation Fee’) should we be able to
request the return of the package from our delivery service.
12.2 If we are unable to request the return of the package from our delivery service, we will not be
able to provide a cancellation of your order.
12.3 If we have incurred costs associated with your order, we may not be able to provide a
cancellation of your order.
12.4 Any refusal of cancellation or charge of a Cancellation Fee will be at our sole discretion.
13. RECEIVING A REFUND
13.1 Where applicable, a refund will be issued once we have received your returned items. Any items
that are damaged when we receive them are not eligible for a refund. Refunds do not include
any shipping or handling charges, except in the case of faulty or damaged items.
13.2 Refunds will be credited back to the original Payment Method within five (5) to seven (7)
Business Days. Please note that we do not have control over the length of time it takes to refund
your credit card. Should you have any queries in this regard, you should contact your bank.
14. RISK AND TITLE
14.1 The risk in the Products will pass to you once you have taken delivery of the Products.
14.2 Title to the Goods will not pass to you until we have received payment in full for the Products.