Please read our policy carefully before placing any purchase!
SECTION 1 - Returns & Refunds
All conditions outlined below follow The Australian Consumer Law Consumer Rights & guarantees.
We will always do our best to accommodate where applicable, and we highly recommend making yourself aware of our Return Policy below prior to purchasing from us. Please also read all of the information and instructions provided on each product page to ensure 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 return, please email us using our Contact form on the ‘Contact Us’ page.
Our money back guarantee policy lasts 14 days, which really is our "Risk Free - Money Back Guarantee." If you receive your item and you change your mind within those 14 days, then you are entitled to a full refund.
If it’s been over 14 days and you request a refund due to a broken/faulty product, please be prepared to show us how the product arrived broken and an honest explanation as to why it took over 14 days to inform us of the faulty product. We may require that you provide us with either an image or video showing that the product is damaged and/or not working.
Note, based on Australian Consumer Law, there is no time limit on refunds if the item has arrived faulty or broken. But we encourage you to be honest and inform us at the earliest inconvenience.
Refunds are not applicable if 14 days go by and:
- You have received your order and have changed your mind
- The order or specific products were placed by mistake and you let us know after the 14 days
- You found the product cheaper elsewhere
- Misused the product in any way that caused the damage or against our advice
- Decided you no longer had use for it
- Knew or were made aware of the faults before purchasing the product
Please use our products with care, as they are delicate. If any products come into contact with any substances or liquids that cause damage to the product, that is no fault of our own, and you will not be eligible for a return, if this is over the 14 day period.
For refunds, we can often grant them without the need for a return, meaning we issue a refund and let you keep the product. But we still ask that the product remain in good physical condition, if we decide to return it.
If you seek a refund for a change of mind within the first 14 days, we ask that the product remain in good physical condition.
Prior to you returning your item (if we decide on this), we will require you to contact us via the contact page with the subject line “Refund” and your order number. You can visit this page through our website by clicking on the “Contact” link in the header. Please note, that contacting us via social media channels may not be the best place for a quick response and that we prefer being contacted via our website contact form.
If we request you to return your item. A return address will be provided.
If your refund request falls within our refund policy, we will pay for the return shipping, but you will need to pay it first, the product must arrive & a valid postal receipt must be shown to us, in order for us to pay for that - bank transfer or paypal will be our preferred form of paying for the extra shipping you have incurred returning your products.
Once a refund has been processed, then your refund will be processed and money returned will automatically be applied to your credit card or original method of payment within 5-10 business days, excluding public holidays and weekends.
If you have any questions about your refund money arriving (after it’s been processed), please firstly 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 applicable)
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 yet, please contact us via the contact form. 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 the contact form is the best way to get in touch with us.
SECTION 3 - Shipping
Shipping costs will be covered for you if your product is faulty and you are asked to return it, if you change your mind during the 14 days and you want a refund & we ask you to return it, then we will also cover that cost of shipping. Anything out the scope of the refund policy, listed above, in accordance with Australian Consumer Law, is at our discretion (partial refunds etc after 14 days and not due to faulty product).
ENDING NOTES & RECAP
If you have any further questions, please do not hesitate to read this page again for extra clarity and to then contact us via the Contact page :)
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 (business hours / Mon - Fri) via email and sometimes, messages can get lost in social media. So make sure to contact us on our website, via the contact form.
Lastly, we seek to resolve all matters civilly and in a good way. If you are genuinely unhappy about something (order, product, postage), please contact us to resolve things.
Postage can sometimes take time, but we have listed that on our “Shipping Information” page, linked below in the footer and header of the website. We look forward to doing business with you. Thank you.
LATE OR MISSING REFUNDS (IF APPLICABLE)
Refunds can take up to 4 full business days to be found in your bank account, for some customers this may be more, for others, less. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form. It is our intention to help you, usually you can solve things in a timely manner with your bank, but of course, if they are no help, please reach out to us again.
Opened items cannot be returned
Unless the item is proved faulty, items such as pillows and some other personal use items cannot be returned or exchanged for hygiene and health security reasons. Please, read the item description carefully before placing your order.
Please note that we don't accept exchange or change of mind on electric items unless the item is proved faulty, electric items cannot be returned or exchanged for safety reasons. Please, read the item description carefully before placing your order.
Please note that we have videos on how to assemble the chainsaw. If you purchased a chainsaw and if you can not assemble it properly and for example, the chain is still loose or the guide is not sitting properly we are not responsible and we do not accept return, exchange, or refund. You will need to watch the video properly and follow the instructions.
If you received a faulty or damaged item, please, send us a video and/or photo demonstrating what is wrong with the product so we assist you with it. Depending on the situation we may require you to send us the product back to better evaluate and send you a replacement or refund, as you prefer and if eligible.
Please note that without proof of the faulty product through video/videos or pictures we do not accept refunds or returns, regardless of the situation you are in we do need proof.
The shipping costs will be your responsibility and, if the product is confirmed to be faulty, we will refund the value back to you according to your postage receipt.
We are not responsible for returned items lost on the way to us.
*Please do not try to fix your item by yourself. Products that have been open or changed in any way will automatically lose right for refund or replacement.
To start a return, you can contact us Here. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
For any question, You can always contact us Here.
**** Please note that Items on sale are non-refundable
*** Please note that if there is a delay in delivering your item you're not entitled to a refund! You just need to wait for your item to arrive on its time.
*** We ship with Australia Post, Toll, and Aramex and they are currently experiencing delays in their delivery times as COVID-19 and the lates flood have made a large impact on their systems and ability to ship products effectively.
Please note that sometimes they don't get a chance to update their tracking numbers and also in some cases the delivery might take up to 28 days to arrive!
Thank you for understanding in advance!
*** It is your responsibility to ensure you have checked ALL information about the product that you purchased , including dimensions, the usage and the quality etc… of the item before purchasing.
Please DO YOUR OWN RESEARCH BEFORE PURCHASE, Thank you
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