Returns & Refunds

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Nothing on this page limits those rights.

If an item arrives damaged, is faulty, or is not what you ordered, let us know as soon as you can. Include your order number, a description of the problem and photos where possible, and keep the packaging until we have been in touch.

If you have changed your mind about an item that is unused and still in its original packaging, contact us with your order number before sending anything back and we will let you know what we can offer. Items that have been installed or used generally cannot be returned for change of mind. This does not affect your rights if an item is faulty.

1. 1
   Tell us what happened

   Open the order in your account and choose to request a return, or contact us with your order number. Photos help if something arrived damaged.

2. 2
   We review the request

   We will reply by email to confirm the next step and how to send the item back, if that is needed.

3. 3
   Send the item back

   Pack it securely — in its original packaging if you still have it — and follow the instructions we send you.

4. 4
   Repair, replacement or refund

   Once the return is assessed we arrange the remedy that applies. Refunds go back to your original payment method.

You can start from your order history and follow progress under your returns.

Refunds are made to the original payment method. After we issue a refund, how quickly it appears depends on your bank or card provider.