We want you to be completely satisfied with every item that you purchase from us. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law and New Zealand Consumer Guarantees Act.

When to return a product?

When there is a problem

We are committed to honouring consumer guarantees under the Australian Consumer Law and New Zealand Consumer Guarantees Act. This means we will assist you if goods:

  • are or become faulty through no fault of your own;

  • are not fit for a stated purpose or a purpose you made known to us;

  • do not match our description or sample; or

  • have defects that were not obvious or we did not bring to your attention.

If the fault is minor or can be repaired then we may choose to repair the goods or give you a replacement. If the fault is serious or cannot be repaired then you can choose to have a refund, get a replacement or similar item or keep the goods but get some money back in compensation.

You may be asked to demonstrate that the problem with the goods was not your fault.

This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer.

Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, member’s club transaction history, or online purchase transaction history or some other acceptable form of proof of purchase.

Change of mind

We will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:

  • Be returned within 28 days of purchase;

  • be unused, undamaged, in original packaging with all accessories and instruction manuals and in resalable condition;

  • be returned together with any free or bonus item or gift with purchase that was given to you together with the product at the time of purchase;

  • not be a gift card or gift voucher.

The unwanted product must be returned to us either via post or in person to one of our stores. For online transactions, all ‘change of mind’ transactions will be processed as a refund; you are then able to place another order in your own time for a replacement product from our online store. If you wish to exchange your change of mind item, it must be directly returned to one of physical stores of the same brand.

How do I return a product purchased online?

Items purchased from our online store can be returned via post to our Online Warehouse.

If you would like to post the item back to our Online Warehouse, please contact our Online customer service team to assist with organising the best method of shipping for your return or exchange, on [email protected]

Please include your name, phone number, the name of the product in question and your reason for return (e.g. faulty item, change of mind etc).

Who pays for the return of my purchase?

We will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per the Australian Consumer Law (see ‘When to return a product’ above), provided they are returned to us using the recommended shipping method (as discussed with an online customer service team member). Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.

For any ‘change of mind’ returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference), and the refund will be processed using your original method of payment.

Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse. We cannot be responsible for any items damaged or lost during return transit.

How long will my refund take?

Please allow seven business days for the return to be processed after your item arrives at our Online Warehouse.

If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].