Refund policy

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Refunds (If Applicable)

Before returning any items, you must first contact us via email at support@aussiespremiumstore.com.au.

SECTION 1 - Returns & Refunds

Our return and refund policy is in accordance with The Australian Consumer Law Consumer Rights & Guarantees.

We are committed to providing excellent service and will make every effort to accommodate your needs, where applicable. Before making a purchase, we highly recommend reviewing our Return Policy to ensure a smooth transaction. Additionally, please read the information and instructions provided on each product page to ensure proper and safe usage.

By completing a purchase, you agree to the terms and conditions outlined below. If you have any questions or concerns regarding a return, please contact us via the Contact Us form on our website.

Refunds for Damaged or Faulty Products

If you wish to request a refund for a damaged or faulty product, we will require documentation to assess the issue. Please provide clear images or videos that show the product was damaged or not functioning correctly upon arrival.

Under Australian Consumer Law, there is no time limit on refunds for faulty or broken items. However, we encourage you to contact us as soon as possible to resolve the issue.

Refunds Are Not Applicable In The Following Cases:

  • You have changed your mind after receiving the order.
  • You placed the order or purchased a specific product by mistake and informed us only after receiving or shipping the product.
  • The product has been misused or damaged contrary to our usage instructions.
  • You no longer require the product.
  • You were made aware of the product’s faults before making the purchase.

Please handle our products with care, as they are delicate. If they are exposed to any substances or liquids that cause damage, this will not be considered our responsibility. Refunds or returns will not be accepted after 100 days from the purchase date.

Refund Process

In certain cases, we may offer a refund without requiring the product to be returned. In this case, we will issue a refund and allow you to keep the product, provided it is in good physical condition.

If you are requesting a refund due to a change of mind, we require that the product remains in its original, unused condition.

Before returning any item, it is essential to contact us for approval. Do not send items back to the return address on the shipping label, as this may not be the correct location. Once your return request is approved, we will send you a pre-paid return shipping label with the correct address. This is necessary because we have multiple warehouses for different products, and items must be returned to the correct location for efficient processing.

To initiate a return, please submit a photo of the item’s condition via the Contact Us link on our website. For faster assistance, we recommend using the website's contact form, as social media channels may lead to delayed responses.

Once your return is approved, we will provide you with a free return shipping label. Ensure the product is securely packaged and returned to the appropriate address. This ensures that returns are processed quickly and accurately.

Refunds will be processed and issued back to the original payment method (e.g., credit card, PayPal) within 5-10 business days, excluding public holidays and weekends.

Important Information About Refunds:

  • Please allow up to 5 business days after the refund has been processed for the funds to appear in your account. In some cases, it may take longer depending on your bank’s processing times.
  • If you have not received your refund after 10 business days, please contact your bank first. If the issue persists, feel free to reach out to us.

Products Not Covered by Refunds:

  • The item must be unused and in its original packaging. Returns will not be accepted if this condition is not met.
  • For change of mind returns, the product must be returned within 7 days of receipt. A 10% restocking fee will apply.
  • If there are issues with the item, please don’t hesitate to contact us, and we will assist you with a solution.

SECTION 2 - 12-Month Warranty on All Products (Except Drones)

All products, including batteries, come with a 12-month warranty. This warranty covers manufacturing defects and issues that arise from normal use within the first 12 months of ownership.

Key Points:

  • Warranty Period: 12 months from the date of purchase.
  • Coverage: This warranty covers defects in materials or workmanship under normal use. It does not cover damage caused by misuse, accidents, or unauthorized modifications.
  • Batteries: The batteries included with our products are covered by the same 12-month warranty.
  • Eligibility: To claim a warranty, you must provide proof of purchase and evidence of the defect, such as photos or videos.
  • Warranty Claims: If a defect is discovered, please contact us via the Contact Us page or through email. You will need to submit images or videos showing the issue. Once approved, we will provide instructions for the next steps.
  • Return of Defective Products: In some cases, we may ask you to return the defective product before issuing a replacement. We will provide return instructions and a shipping label if necessary.
  • Drones: Drones are only eligible for a warranty if the item is not satisfactory upon arrival. Please contact us on the day of delivery if there is an issue.

SECTION 3 - Late or Missing Refunds (If Applicable)

If you have not received your refund, please follow these steps:

  1. Check your bank account to confirm the refund has not already been processed.
  2. Contact your bank to inquire about any delays in posting the refund.
  3. If the refund still has not appeared, please reach out to us via the Contact Us form.

Refund processing typically takes up to 5 business days, but depending on your bank, it may take longer. Please stay in touch with us, and we will help track the progress of your refund.

SECTION 4 - Shipping

We will cover the return shipping costs if the product is faulty and needs to be returned. However, if you are returning the product due to a change of mind, you will be responsible for return shipping costs. Any other cases outside the scope of this return policy will be addressed at our discretion, in accordance with Australian Consumer Law.

Conclusion

If you have any further questions or require clarification, please refer to this page or contact us via our Contact Us form.

For the quickest response, we recommend using the contact form on our website or emailing us directly at support@aussiespremiumstore.com.au. While we do respond to inquiries on social media, this may take longer.

We aim to resolve any issues amicably and professionally. If you are dissatisfied with your order or product, please contact us, and we will work towards a resolution.

For additional information on shipping times, please visit our Shipping Information page.

Thank you for choosing us. We look forward to serving you.