At Aussie Direct Supply, we want you to shop with confidence. This Returns & Refunds Policy is designed to comply with Australian Consumer Law and outlines how we handle returns, exchanges and refunds.
Australian Consumer Law
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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law.
Damaged, Faulty or Incorrect Items
If you receive an item that is damaged, faulty, defective or incorrect, please contact us as soon as reasonably possible after delivery at support@aussiedirectsupply.com.
To assist us in resolving your claim quickly, we may request photographs of the item, packaging or shipping label, along with a description of the issue.
Where a product is confirmed to be damaged, faulty, defective or incorrectly supplied, we will provide an appropriate remedy in accordance with Australian Consumer Law. Depending on the circumstances, this may include a replacement, repair, store credit or refund.
Change of Mind Returns
Change-of-mind returns are not guaranteed and may be approved at our discretion for unopened and unused products returned within 14 days of delivery.
Products must be returned in their original, unopened packaging and in resalable condition.
Customers are responsible for return shipping costs for approved change-of-mind returns.
Original shipping charges are non-refundable for change-of-mind returns unless required by Australian Consumer Law.
Hygiene and Personal Use Products
For hygiene and safety reasons, products that have been opened, used, worn or otherwise come into contact with the body cannot be returned unless they are faulty or required to be returned under Australian Consumer Law.
This includes, but is not limited to, personal care products, creams, supplements, pumps and other intimate or personal-use products.
Return Conditions
Where a return is approved, products must be returned in their original condition with all packaging, accessories and included components.
Returns may be refused if products have been used, opened, altered, damaged after delivery or returned without prior authorisation, except where a remedy is required under Australian Consumer Law.
Return Shipping
Please contact us before returning any item. Unauthorised returns may be delayed or refused.
We recommend using a tracked shipping service when returning goods. Aussie Direct Supply is not responsible for returns that are lost or damaged during transit back to us.
If a return is required due to our error or because a product is confirmed to be faulty, damaged or incorrectly supplied, we may reimburse reasonable return shipping costs where appropriate.
Approved refunds will generally be processed within 5 business days after the returned item has been received and inspected.
Undeliverable or Refused Shipments
If an order is returned to us because of an incorrect delivery address provided by the customer, failure to collect the parcel, or refusal to accept delivery, additional shipping charges may apply before the order can be resent.
Any refund issued for an undeliverable or refused shipment may be reduced by the original shipping costs and any return-to-sender fees incurred, where permitted by law.
Contact Us
If you have any questions regarding returns, refunds or exchanges, please contact us at support@aussiedirectsupply.com.
You can also use our Contact Us page for assistance with returns, refunds or exchanges.