Refunds, Returns & Authenticity Guarantee
We believe every customer deserves clear information, fair communication and a reasonable opportunity to resolve a problem. This policy explains our dispatch target, estimated delivery timeframe, evidence requirements, refund process and voluntary 10× Authenticity Promise for Australian customers.
A clear process when something goes wrong
Our first priority is to understand the problem and provide an appropriate solution. Depending on the circumstances, this may include troubleshooting, replacement, refund or another remedy available under Australian Consumer Law.
Contact us as soon as possible with your order number and supporting information. Early contact allows us to review tracking, packaging, warehouse records and payment details without unnecessary delay.
From our warehouse to your delivery address
Order confirmation
Orders enter processing after payment, address and any required verification checks have been completed. Incorrect address information or payment reviews may delay processing.
24-hour dispatch target
We aim to dispatch paid, verified and in-stock orders within 24 hours. Weekends, public holidays, unusually high order volume and carrier collection schedules may affect this target.
Approximately seven days
Delivery commonly takes around seven days, but this is an estimate rather than a guaranteed arrival date. Remote locations, severe weather and courier delays may result in longer delivery times.
Inspect your parcel before regular use
We strongly recommend recording one continuous unboxing video when opening your parcel. The video can help establish the condition of the outer package, shipping label, internal packaging and product at the time of delivery.
Show the sealed parcel
Record the complete outer packaging, shipping label and any visible damage before opening the parcel.
Open the parcel in one continuous recording
Avoid stopping or editing the video. Show all items, internal packaging, seals and product labels clearly.
Check the product immediately
Confirm the quantity, model, packaging condition and visible product details before discarding any packaging materials.
Contact us on the delivery day where possible
Same-day notice is particularly helpful for damaged parcel, missing item and incorrect item claims because courier and warehouse evidence can be reviewed quickly.
What to provide with your support request
Required basic information
- Your full name and order number.
- The email address or telephone number used for the order.
- A clear description of the problem.
- Photos of the parcel, shipping label, packaging and affected item.
- Any relevant authentication or QR verification result.
- Your preferred resolution, such as replacement or refund.
Unboxing video evidence
An unboxing video is strongly recommended and may allow us to approve damaged, missing or incorrect item claims more quickly.
Where no video is available, we may request other reasonable evidence, including photographs, courier records, serial information, packaging details and written explanations.
Important clarification about evidence
The absence of an unboxing video does not automatically remove rights that cannot legally be excluded under Australian Consumer Law. However, insufficient evidence may make it more difficult to verify whether damage, loss, substitution or tampering occurred before or after delivery.
Our voluntary 10× Authenticity Promise has additional verification requirements because it provides compensation beyond the ordinary statutory remedy.
Our voluntary 10× Authenticity Promise
Verified counterfeit? We initiate 10× compensation.
We stand behind the authenticity of products supplied through our website. Where an affected product is verified as counterfeit under the process below, we will initiate compensation equal to ten times the purchase price paid for that affected product.
How to submit an authenticity claim
- Contact customer support and provide your order number.
- Provide a continuous video showing the parcel, packaging, product, security label and authentication area where reasonably available.
- Record the QR code or security code verification process from the beginning, including the authentication result.
- Provide clear photographs of the serial number, batch information, packaging and product details.
- Keep the product and all packaging until the investigation has been completed.
Once the counterfeit claim has been verified, we aim to approve and initiate the applicable payment on the same business day. The time required for the funds to reach the customer depends on the payment provider and original funding method.
This voluntary promise is additional to, and does not replace or restrict, any rights available under Australian Consumer Law.
Approval may be fast. Bank processing can take longer.
After a claim has been reviewed and approved, we aim to initiate the refund or applicable compensation on the same business day. Initiating a refund does not mean every payment provider will make the funds immediately available.
| Payment method | Our action | Estimated availability |
|---|---|---|
| PayPal balance | Refund initiated after approval | May appear on the same day, depending on PayPal’s processing status. |
| PayPal funded by bank account | Refund returned through PayPal | May require several business days, depending on the bank and payment status. |
| Credit or debit card | Refund returned to the original card | Processing time is controlled by the card issuer and may take longer. |
| Other third-party payment provider | Refund submitted through the original channel | Timing depends on the provider’s settlement and banking process. |
We can confirm when the refund has been submitted from our side. The final arrival time is determined by PayPal, the bank, card issuer or other payment provider used for the original transaction.
Please contact us before opening a payment dispute
Why contact us first?
Our support team can check order records, tracking information, warehouse photographs, product details and payment status. Many issues can be resolved more quickly through direct communication.
Please give us a reasonable opportunity to investigate and propose a resolution before escalating the matter.
Payment disputes and chargebacks
Starting a payment dispute without contacting us may delay a practical resolution. Where a dispute is opened, we may provide the payment provider with relevant order, communication, tracking and delivery evidence.
This contact-first request does not restrict rights under Australian Consumer Law or the applicable rules of PayPal, a bank or card provider.
When a refund may not be available
Change-of-mind requests
We are generally not required to provide a refund where the correct product was supplied as described and the customer simply changes their mind.
Unopened and unused items may be considered at our discretion after contacting customer service. Any discretionary return must be authorised before it is sent back.
Customer-caused damage
A remedy may not be available where evidence shows the problem resulted from misuse, accidental damage after delivery, improper storage, unauthorised modification, deliberate tampering or failure to follow reasonable product instructions.
Opened or used products
For hygiene, safety and product integrity reasons, we generally do not accept change-of-mind returns for opened or used products. This does not affect remedies that may apply where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.
Australian Consumer Law continues to apply
Nothing in this policy excludes non-excludable consumer rights.
Products supplied to Australian consumers are covered by consumer guarantees that cannot be removed by a store policy. Depending on the nature and seriousness of a product failure, an appropriate remedy may include repair, replacement, refund or compensation for reasonably foreseeable loss.
We may request reasonable proof of purchase and evidence that helps us assess the nature and cause of the problem.
Learn more from the Australian Competition and Consumer Commission .
Frequently asked refund and return questions
How quickly will my order be dispatched?
How long does delivery usually take?
Do I need to record an unboxing video?
When should I report a damaged or incorrect item?
What happens if I believe a product is counterfeit?
How is the 10× compensation calculated?
Will my refund arrive on the same day?
Should I contact you before opening a PayPal dispute?
Can I receive a refund because I changed my mind?
How do I contact customer service?
Please give us an opportunity to make things right.
Our customer care team is ready to review order problems, damaged parcel reports, authenticity concerns and approved refund requests. Send your order number and supporting evidence so we can begin the review.