Refund & Return Policy
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. Please read all of the information below and the 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 30 days, which really is our "Risk Free - Money Back Guarantee." If you receive your item and you change your mind within those 30 days, then you are entitled to a full refund.
If it’s been over 30 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 30 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 was 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 30 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 30 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 30 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 30 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 your your order number to ensure we are speaking to the right person. 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
We will cover your return shipping costs if your product is faulty and you are asked to return it, if you change your mind during the 30 days and you want a refund & we ask you to return it, then we will also cover that cost of shipping. Anything out of the scope of the refund policy, listed above, in accordance with Australian Consumer Law, is at our discretion (anything past 30 days and not due to a 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 etc), please contact us to resolve things.
To learn more about our postage times, please visit our "Shipping Information" page, listed on the header & footer of our website. We look forward to doing business with you. Thank you - all of our products are shipped directly to you from Australian and China warehouses.Return Policy for Change of Mind (COM)
To initiate a return for a change of mind, please ensure that the product remains unopened and in brand new condition. The return shipping is to be organised by the customer. Upon receiving and verifying that the item meets the specified conditions, a refund will be issued for the item's value, minus a 15% restocking fee (excluding the initial shipping cost). In cases where the return results from a delivery failure due to customer error, an additional return charge equal to the initial shipping cost will be deducted from the refund. Please note that for the well-being of our staff and the safety of all customers, we are unable to accept returns for personal use items.
Refund Processing Time
Refunds can take up to 4 full business days to appear in your bank account. If you haven’t received a refund yet, please first check your bank account, then contact your credit card company. If you’ve done all of this and still haven't received your refund, please contact us via the provided contact form.
Opened Items and Hygiene Products
Opened items cannot be returned unless the item is proven 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. Additionally, electric items cannot be returned or exchanged for safety reasons unless proven faulty.
Customer Complaints and Bullying
At Aussie Home Essentials, we are committed to providing outstanding customer service and addressing any legitimate concerns or issues our customers may encounter. However, we reserve the right to maintain a safe and respectful environment for our staff and to uphold the integrity of our return and refund policies. We do not tolerate abusive, threatening, or bullying behavior towards our customer support representatives or any other employees.
Refund Policy Clarification
We are not required to provide a refund or replacement if you change your mind. However, you can choose a refund or exchange if an item has a major problem.
Cancellation Policy for Fraudulent Orders
Please note: We have a Fraud Analysis system in place, and if suspicious fraud is detected, we reserve the right to cancel your order. Refunds for canceled orders may take up to 10 business days to reach your bank account.
Consumer Responsibilities
Consumers are not entitled to a remedy from the seller in certain circumstances, such as changing their minds or discovering they can buy the goods cheaper elsewhere.
Return or Refund After Using the Product
Some opened items cannot be returned for hygiene and health safety reasons. Please read our policy and product descriptions carefully before placing your order.
Process for Returning the Item
To start a return, contact us for the return shipping address and instructions. Items sent back without prior authorisation will not be accepted.
Important Notes
Please note that items on sale are non-refundable. Additionally, if there is a delay in delivering your item, you are not entitled to a refund.
Health Disclaimer
Our website provides general information about health and related subjects and should not be construed as medical advice. Always consult with your healthcare provider for medical concerns.