Returns & Refund Policy

 

This Refund Policy ("Policy") applies to purchases made through www.deaurora.com.au.

General

1. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law and the terms set out in this Refund Policy ("Policy").
2. The benefits set out in this Policy may apply in addition to consumer rights under the Australian Consumer Law.
3. 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.

Australian Consumer Law

1. Under the Australian Consumer Law:
   • Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
   • For major failures with the service, you are entitled to:
     • Cancel your service contract with us; and
     • Receive a refund for the unused portion or compensation for its reduced value.
   • You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
   • You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
2. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
3. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
4. If the Australian Consumer Law applies, we cannot avoid the Consumer Guarantees it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
5. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
6. If a product or service you purchased from us has a major failure (as defined in the Australian Consumer Law), you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
7. If a product or service you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law), you may still be entitled to have the goods repaired or replaced.

Cancellation and Change of Mind

1. We do not offer refunds if you change your mind or find the same product or service cheaper elsewhere.

Products Damaged During Delivery

1. If the product you ordered has been damaged during delivery:
   • Please contact us as soon as possible.
   • Any damaged product must be returned in the condition in which it was received, together with any packaging and other items you received with the damaged product.
2. We will arrange to repair or collect the damaged product and replace it with an equivalent product or refund it, provided that you have contacted us within 7 days from the date of receipt of the product.

Exceptions

1. Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement, or refund for a product or service if:
   • You misused the product in a way which caused the problem.
   • You knew or were made aware of the problem(s) with the product or service before you purchased it.
   • You asked for a service to be done in a certain manner, or you asked for alterations to a product against our advice, or you were unclear about what you wanted.
   • Any other exceptions apply under the Australian Consumer Law.

Shipping Costs for Returns

1. If 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 product back to us, as well as any cost of shipping any replacement product to you.
2. If the Returned Product can easily be shipped or returned, you are responsible for organizing the return. If the Returned Product is eligible for a repair, replacement, or refund under this Policy (including under the Australian Consumer Law), we will reimburse you for the reasonable postage, shipping, or transportation costs.
3. If the Returned Product is too large, heavy, or otherwise difficult to be removed and returned by you, and is eligible for a repair, replacement, or refund under this Policy (including under the Australian Consumer Law), we will organize for the postage, shipping, transportation, or collection of the Returned Product at our cost.
4. If we organize 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 this Policy (including under the Australian Consumer Law), you will be required to pay the costs of any inspection, postage, shipping, transportation, or collection of the Returned Product.

Response Time

1. We aim to process any requests for repairs, replacements, or refunds within 5 days of receipt.

How to Return Products

1. You can contact us to discuss a return using the information at the end of this Policy.
2. Unless otherwise defined at our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used for the original purchase.
3. To be eligible for a refund, repair, or replacement, you must provide proof of purchase.
4. You may be required to provide government-issued identification to qualify for a refund, repair, or replacement.

Contact Us

If you wish to speak to us about this Policy or about any refund, repairs, or replacements, please contact us at: support@deaurora.com.au.