Returns & refunds

Unpaid orders and cancellation

Stock is reserved for the payment window shown at checkout. Unpaid orders expire automatically. You may cancel an unpaid order from its private receipt or your member account. Paid cancellation requests are reviewed before dispatch; a payment already being confirmed cannot be treated as unpaid.

Wrong, missing, damaged or faulty goods

Open the order and choose Order help & returns, or contact us with proof of purchase. Explain the issue and affected quantities. Keep the packaging and any helpful photos. A major failure may entitle you to choose a refund or replacement; minor problems may be remedied in another appropriate way.

Please report delivery damage promptly so we can investigate. A reporting suggestion does not impose a fixed deadline on your statutory rights, and opening the packaging does not automatically remove those rights.

Return instructions and costs

Wait for return instructions before posting goods. We may assess the problem before approving a remedy. Where a fault is confirmed, reasonable return costs are reimbursed as required by law. Returned items are inspected separately and are not automatically put back on sale.

Changing your mind

Change-of-mind requests are assessed under any offer made at purchase and our return approval. They are separate from remedies for faulty or misdescribed goods. Please contact us before returning an item.

Refunds and replacements

Approved refunds normally go back through the original payment method. A refund request, a pending refund and a completed refund are different stages. Your bank or payment provider controls when funds appear. Replacement shipments have their own tracking and are not charged as a new purchase.

Contact support · Australian consumer guarantees