Refund policy
Thank you for shopping with toaksoutdoorax.shop.
This Return and Refund Policy explains our voluntary change-of-mind return arrangements and the remedies available where products are faulty, damaged, incorrectly supplied or otherwise fail to satisfy rights that apply under Australian law.
Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
Australian consumers may be entitled to a repair, replacement, refund or another remedy when goods fail to satisfy applicable consumer guarantees. The appropriate remedy depends on whether the failure is major or minor and on the particular circumstances.
Change-of-Mind Returns
In addition to rights available under applicable law, toaksoutdoorax.shop voluntarily accepts eligible change-of-mind return requests made within 30 days after delivery.
For a voluntary change-of-mind return, the product must generally be unused, unworn, unwashed, unaltered and in substantially the same condition in which it was received. Where reasonably possible, the product should include its original packaging, accessories, manuals, labels and other components supplied with it.
Proof of purchase, such as an order number, order confirmation or other evidence reasonably sufficient to identify the purchase, may be required.
This 30-day voluntary change-of-mind period does not limit the period in which a customer may have rights concerning faulty or non-compliant goods under the Australian Consumer Law. Businesses cannot impose an arbitrary fixed time limit that removes statutory rights concerning faulty products.
How to Request a Return
Before sending a product back, please contact:
Please provide your order number, the product concerned, the reason for the return and, where the product is damaged, defective or incorrect, photographs or other information that can reasonably assist us in reviewing the issue.
Please do not send products to an address without first receiving return instructions from us.
Return instructions will be provided after the request has been reviewed. This allows us to identify the return correctly and provide the appropriate return destination and instructions.
Faulty, Damaged or Incorrect Products
Please contact us as soon as reasonably practicable if your order arrives damaged, defective, incomplete, materially different from what was ordered, or if you believe the product does not comply with an applicable consumer guarantee.
We may request photographs, video, written details or other reasonable information to help assess the issue. Such requests are intended to assist with handling the claim and do not remove any statutory rights.
Where goods have a major failure under applicable Australian Consumer Law, a consumer may have the right to reject the goods and choose an available remedy such as a refund or replacement. Different rules may apply to minor failures.
Sale and Promotional Items
Sale, promotional or discounted products are covered by Australian consumer guarantees in the same way as other goods where those guarantees apply.
We will not refuse a statutory remedy merely because an item was sold at a discount, on clearance, during a promotion or using store credit.
The ACCC has specifically warned businesses that statements suggesting clearance goods can never be refunded may misrepresent consumers' statutory rights.
For a purely voluntary change-of-mind return, however, promotional restrictions disclosed before purchase may apply provided those restrictions do not affect statutory rights.
Change-of-Mind Exclusions
For hygiene, health and safety reasons, certain products may not qualify for our voluntary change-of-mind return program once opened, used or unsealed where resale would not reasonably be appropriate.
Personalised, custom-made or made-to-order products may also be excluded from voluntary change-of-mind returns where disclosed before purchase.
These exclusions relate only to voluntary change-of-mind returns. They do not exclude rights or remedies available for faulty, unsafe, incorrectly described or otherwise non-compliant products under applicable law.
Return Shipping Costs
For an approved voluntary change-of-mind return where the product is not faulty and the correct item was supplied, the customer is generally responsible for reasonable return shipping costs.
For returns relating to products that fail to comply with applicable consumer guarantees, responsibility for return costs will be handled in accordance with Australian Consumer Law requirements.
The ACCC states that consumers are generally responsible for returning products that can easily be posted or returned, while businesses have additional responsibilities regarding large, heavy or difficult-to-return faulty goods.
We will not impose return charges in a manner that unlawfully limits a customer's statutory remedy.
Inspection of Returned Products
When an eligible return is received, it may be inspected to verify the product, condition and reason for return.
For voluntary change-of-mind returns, we may decline a return if the product does not satisfy the stated eligibility conditions and there is no statutory right requiring a remedy.
A statutory claim concerning a faulty product will be assessed independently of voluntary change-of-mind conditions.
Refunds
When a refund is approved, it will generally be issued to the original payment method unless another method is agreed or required by applicable law.
Once a refund has been processed by us, the time required for the amount to appear in your account may depend on your bank, card issuer or payment provider.
We are not responsible for ordinary processing delays imposed by an independent financial institution after a refund has been successfully initiated.
Original Shipping Charges
Because toaksoutdoorax.shop provides free standard shipping on all orders, customers are not charged a standard outbound shipping fee for ordinary orders.
Where additional paid delivery services are offered in the future, treatment of those charges will depend on the reason for the return and applicable law.
Nothing in this provision limits any right to recover reasonably foreseeable loss or other amounts where such a remedy is available under applicable law.
Exchanges
Where appropriate and available, we may offer an exchange instead of a refund.
For voluntary change-of-mind requests, exchanges are subject to product availability and our return conditions.
Where Australian Consumer Law provides a customer with a particular choice of remedy for a major failure, our exchange procedure does not remove that statutory choice.
Order Cancellations
If you want to cancel an order, contact us as soon as possible at info@toaksoutdoorax.shop.
We cannot guarantee that an order can be cancelled after it has entered processing, fulfilment or shipment.
If cancellation is no longer operationally possible, you may request a return after delivery in accordance with this policy.
Lost Returns
Customers arranging their own change-of-mind return shipment should use a reliable shipping method and retain proof of postage.
We are not responsible for a voluntary return package that is lost before reaching the designated return destination unless responsibility rests with us under applicable law.
Suspected Abuse
We may take reasonable steps to prevent fraud or abuse of our return process.
However, any fraud-prevention measure will be applied subject to applicable law and will not be used to deny legitimate statutory consumer rights.
Contact
Return and refund enquiries should be sent to:
toaksoutdoorax.shop
Email: info@toaksoutdoorax.shop
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