REFUND POLICY
This Refund Policy ("Policy") applies to the following purchases: the Supply of Goods
1. General
(a) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy ("Policy"). For all sale items, please refer to our Exchange & Returns Policy.
(b) Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.
(c) Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
2. Australian Consumer Law
(a) Under the Australian Consumer Law:
(i) Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled
(A) to cancel the purchase; and
(B) to a refund for the price of the goods.
(B) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
(C) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products.
(D) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
(E) If a product which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund.
3. Cancellation and Change of Mind
(a) In the event that you receive the products you have purchased, as stated, but that you simply change your mind, we may, at our discretion, offer you a refund or exchange, provided that:
(i) You return the item within 7 days of receipt.
(ii) The following conditions are satisfied:
Product has not been used. Product has not been damaged. Product must be returned with original tags and receipt. Product was not a discounted/sale item. Product must have been purchased via our online store.
4. Products Damaged During Delivery
(a) In the event that the product you ordered has been damaged during delivery:
(i) Please contact us as soon as possible.
(ii) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
(b) We will arrange to repair or replace it with an equivalent product, or to refund it, provided that you have contacted us within 7 days from the date of receiving the product.
5. Exceptions
(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product purchased by you if:
(i) The product is not for personal or household use.
(ii) You misused the said product in a way which caused the problem.
(iii) You knew or were made aware of the problem(s) with the product before you purchased it.
(iii) You asked for a service to be done in a certain manner, or you organised for alterations to a product, or you were unclear about what you wanted.
(iv) Any other exceptions that apply under the Australian Consumer Law.
6. Shipping Costs for Returns
(a) In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.
(b) If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
(c) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
7. Response Time
(a) We aim to process any requests for repairs, replacements or refunds within 5 business days of receipt.
8. How to Return Products
(a) You can organise the Return process via the Returns Portal on our website
(b) We shall pay all refunds in the same form as the original purchase i.e. to the same account or credit card used to make the original purchase.
(c) To be eligible for a refund, repair or replacement, you must provide proof of purchase.a
9. Contact Us
(a) If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at customercare@withharperlu.com.au