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Phone: 1300 186 667 Refund & Returns

We want you to be totally satisfied with our products and services.

There may be times when you will need to return a product purchased from us. Our Returns Policy is designed to assist you with your return. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law (ACL).

Help us, help you

When to return a product

You are entitled to a replacement, credit or refund where products have a major failure, such as:

When it is faulty

Wrongly described

Different from a sample shown

We are not required to replace your product if you simply change your mind.

However, if you are not happy with your product, our managers may, at their discretion, decide to exchange it, providing the product is returned to us in its original condition and with proof of purchase. Please talk to us if you are unsatisfied with a product or the service you have received from us.

All due care is taken with all order packaging and distribution from the warehouse. will not take any responsibility for any damage while orders are in transit.

Where to return a product:

Contact immediately and please return your product back to

What information is needed to complete your return?

To complete your return, we prefer that you:

Show your receipt or other proof of purchase (e.g. bank statement / transaction history).

Try to return the product in the same condition as it was purchased.

Provide us with any extra information we may need to process your return.


With a receipt

For an exchange, credit, refund we will ask for your name, telephone number, address details and signature in addition to your receipt.

This helps us follow up and to take steps to improve our service to you.

To reduce the risk of fraud and to keep our prices low for all our customers, our preference is for all purchases made on credit card to be credited back to the original card used, so please have your card with you.


Without a receipt – proof of purchase

If you don’t have a receipt, we ask for and prefer to sight and record a photo identification showing your name, address and signature. This information will be kept secure.

You can help us determine proof of purchase by providing a Bank Statement or similar. This can help us establish and confirm the price you are likely to have paid for the goods and allow us to process your return.

 If you cannot provide satisfactory proof of purchase, may, at its discretion, provide you with an exchange to the current value of the item, or the value that applied at the time of sale (if that can be substantiated).

How long do you have to claim?

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels. Our Managers can assist you with further information about the warranty period for the product you return.


Any expenses relating to the return of the product to will normally have to be paid by you. For online store purchases, we will pay for return freight for any product assessed as having a major failure.

Some products may need to be assessed

We may need to assess your product to determine whether a replacement or refund is appropriate.

 Returning online purchases

In person: You may return online purchases to Please have the invoice you received when purchasing the product with your shipment delivery note.

By post or courier: You can initiate a return within your account online, via “My Orders”, “Initiate a Return”. Or contact the Service Team for a return address:

 Email: [email protected]

 Phone: 1300 186 667 between 9.00am and 5.00pm AEST, Monday to Friday.



In some cases a refund, replacement may not be offered if you:

Substantially modify the product

Misuse the product contrary to user instructions; or

Simply change your mind.


Further information

At any time you can discuss our Returns Policy with a service manager or phone

(02) 9643 9719.


Dispute Escalation

If you feel that your rights under the Australian Consumer Law or our Returns Policy are not being

met, please forward your concerns in writing to:

Product Manager

7-26 James Street Lidcombe NSW 2141

Or ask for Product Assurance by calling our head office reception on (02) 96439719.


Your Privacy will only collect, use or disclose personal information in accordance with the Privacy Act 1988. Our Privacy Policy is available at [email protected] Your rights under the Australian Consumer Law: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

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