Refunds & Returns

How to request a return, report a problem or change an order.

Your consumer rights

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The change-of-mind conditions below do not limit your rights for faulty, damaged, incorrectly supplied or otherwise non-compliant goods.

Change-of-mind returns

Contact us within 15 days of the original purchase to request a return. Keep the original packaging and your receipt, order confirmation or other proof of purchase. The product must meet the return conditions explained by support. Purchases from another retailer must be handled with that retailer.

For a change-of-mind return, you pay the return postage to the warehouse specified by support. Request the correct address before sending anything. No fixed handling deduction or percentage cancellation fee applies.

Start a return

Email theteam@customersupport.care with your order reference and the email address used at checkout.

Describe the reason for the request. For damage or an incorrect item, photographs can help the team assess what happened. Keep the item and packaging while support arranges the appropriate remedy.

Refund processing

Once the return is received and assessed, refunds are normally processed within 24 to 48 hours. Your payment provider may take additional time to show the funds. A refund is returned through the original payment method unless another arrangement is agreed.

Cancel an order

Contact us as soon as possible, ideally within 12 hours of ordering. Once packing or dispatch starts, cancellation may no longer be possible; support can explain the return options.

Missing, damaged or incorrect orders

Tell us promptly if an item is damaged, has missing parts, differs from your order or has not arrived. We will investigate and arrange the remedy required by the circumstances and Australian Consumer Law.