Refund policy

Our products generally include a 12-month warranty, unless stated otherwise. Some products will be provided with an extended warranty. Please refer to the product listing for the warranty period. Damages that occur as a result of misuse of the product by the user will not be covered by warranty.

The warranty does not cover any accessories or bonus gifts. With regards to the accessories and bonus gifts, they would be noted on the relevant product page, including (but limited to) battery, carry bag, etc.

Warranty Claims:

All claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following be included in the initial claim email:

• Order Number
• Manual with missing parts indicated (if applicable)
• Images/Video clearly showing fault (if applicable)
• Images/Video clearly showing goods in the original packaging (if applicable)

PLEASE NOTE: All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment of image thumbnails.

Please do not dispose of items before contacting us. We may ask for items back to be inspected. We will not provide credit/refund in cases where goods have been disposed of before submitting a claim to us.

Faulty or Damaged in Transit Products:

Send us an email with pictures/video of the received product clearly indicating the fault. If applicable, include the manual with the required part circled and inform us of the quantity. In addition, please provide a brief explanation of the fault and whether you would prefer compensation (eg if you are able to resolve the issue locally) or if you would prefer replacement of parts/product.

We will assess each situation on a case-by-case basis and advise you whether we will send replacement parts, offer a full or partial refund, or replace the product.

If we need the product returned, we will provide a return label. Any postage cost incurred for return postage will not be refunded if the return is not approved and the return label has not been provided.

Missing or Damaged Parts under 12-month warranty:

If there is a missing or damaged part, please specify what using the instruction manual and the quantity needed. Where applicable, please circle the part in the manual and send us its pictures.

Once we receive all the necessary details, we can issue the part to be dispatched at the earliest. We will send an email containing tracking information when it is available.

Dispatch of spare parts from our warehouse can take up to two working days.

If no spare part is available at that time, we will work with our suppliers to provide an alternative solution in-line with Australian Consumer Law.

Delivery Delays:

In case of delivery delays, kindly note that we always need to lodge an enquiry with our courier partner for investigation. It can take up to two working days. If there is no update in the two working days, we will provide a resolution and inform you of a replacement or a refund. For delivery time frames, please visit the shipping guide here.

PLEASE NOTE: Due to ongoing COVID restrictions in place in different states and unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.

Returns and Refund Procedure:

If we agree to a return and refund, you will be provided with the refund as stated. If you have initiated the payment through PayPal or credit card, you will be provided with the refund through the same mode of payment. In all cases, please email us, and we will advise if the product needs to be returned.

PLEASE NOTE: We cannot refund to a different PayPal account or credit card.

Return to Sender (RTS):

If there are any address discrepancies with your order and the product is returned to us, a cost of RTS (if applicable) and re-delivery cost will occur for any products returned to us that need to be resent due to an incorrect or incomplete address.

Change of Mind:

We do not accept change of mind for health, safety, or health/safety baby products. It is because we have a legal and moral responsibility to the health and safety of the customers using our products, and we are not allowed to be selling products in these categories that have been opened, handled, or used, etc.

We only consider a change of mind within 7 days after the item is delivered. You MUST notify us of the change of mind request within these 7 days. If not, your change of mind request could be rejected.

Please send an email with the pictures or video, indicating the condition of the received product and the explanation on why you would like to return the product.

For change of mind requests, the product must be unopened and in its original packaging.

Please do not return the product to us without approval from us first. Items sent back without a return authorisation will not be refunded.

Postage for change of mind returns is at the buyers expense.

Change of mind returns are subject to a restocking fee of 50% of the item price. Any original shipping charges are non-refundable.

All orders returned due to incorrect or incomplete delivery information will be treated as a change of mind return, including items returned to sender due to being unclaimed.