Can I return a product I bought?
Maybe! Keep reading to find out your return options...
By law we don't have to accept change of mind returns, so before you buy, please check with us first if you're not 100% sure if a product matches your needs. Keep in mind a change of mind return is not the same as a warranty return (for a suspected fault or defect). More details about both, below.
However, if you've already received the product before realising you've ordered the wrong thing, you might be able to do a 'swap return' instead. More about that option below.
If the product isn't working like it should:
If a product you bought from us has a suspected fault or defect, we will usually repair or replace it, depending on what's wrong and if it's still covered by the warranty. Our repairer must be given a chance to inspect the item first to determine the cause. Any type of return must be pre-approved, including warranty returns. Read the warranty return guide first then get in touch with us as the next step and we'll get it sorted out for you asap.
If there's nothing wrong with the product:
However if there's nothing wrong with the product, and you've simply changed your mind, or you ordered the wrong product by mistake, you cannot return it for a refund, but you might be able to do a swap return instead (which is sort-of the same thing). Check the details below.
What's a swap return?
This type of return is when you ordered the wrong product in error, and want to order something else instead. Always contact us first to get a swap return pre-approved. Keep in mind a $20 restocking fee applies, and shipping is not refunded. Swap returns need to be completed within 7 working days of receiving your order so it's best to let us know right away.
Here's how it works once approved (contact us first for approval)
Step 1: Order the product/s you want instead. Write down the order number.
Check your replacement order is at least the same value as the product/s you want to return. You don't have to order the same type of product. You can order anything from us to at least the same value. You can also order multiple products, as long as your order total (not including shipping) comes to at least the same value as what you want to return.
Step 2: Return your unwanted item/s*
Returns must arrive 100% brand new, never opened, never used. Include your replacement order number in with your return.
Step 3: Once received, we'll check your returned item, check you've placed your replacement order, then refund your returned item minus the restocking fee*
*If your returned item arrives in anything less than brand new condition, we may not be able to refund you, or may offer a partial refund instead, depending on whether we're able to sell it (at our discretion), so please package it carefully! A restocking fee of $20 applies. The item is refunded in full minus the restocking fee. Shipping is not refunded.
Things to know before you do a swap return
Like any type of return, swap returns must be pre-approved. Contact us before sending products back.
The swap return option cannot be used for products you have opened, tested or used. They must be 100% brand new in every way.
Only send returns to our physical address, not our PO Box. When you get in touch to get your return approved, we'll give you our physical address. Do not post products to our physical address, please use a courier option only.
We highly recommend returning products using a track and trace courier option. Many items we sell have a high value and we don't want anything to go missing or get damaged. Package them well so they arrive in brand new condition.
Refunds only apply to the product/s being returned. The refund does not include shipping.
Refunds go back on to your method of payment for the original order. Credit card refunds are processed the same day, and can take 2 to 3 working days to show at your end depending on your bank.