Your satisfaction is our number one priority. If you receive any products that are damaged or faulty, we will happily organise an exchange for you.
You may return damaged or faulty goods within 14 days of receipt. If a product is later deemed to be faulty, normal warranty conditions for that product apply. It is the recipient’s responsibility to incur all costs and to follow warranty instructions as stated on the product warranty card as specified by the manufacturer (if applicable).
In the event that you receive a defective or damaged product, a replacement will be dispatched (subject to availability) once we receive the faulty return, at our cost. We reserve the final right to determine if a product is actually faulty.
In the event that you are not happy with the product or it wasn’t what you expected, you may return it within 21 days of receipt. Returned items must be unused and in original packaging. We will refund the original product price via the original method of payment. Refunds can only be made once we have received the return item. Shipping costs are not refundable.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item please contact us either by phone or by using our contact us form. Details can be found here.
It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, the status will be updated to ‘Shipped’ when we have dispatched the order, or ‘Completed’ if you purhase an electronic download.
Orders are dispatched via courier (for bulky items only) or Australia Post.
We will send tracking numbers if the item is delivered by courier (all bulky items e.g. Kurt trainers). From the tracking number you can see estimated delivery dates. Courier items must be delivered to an address where someone can sign for the goods.
All international orders are sent via Air through the Post. There is no tracking on Post items.
Please note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kg.