Refund and Returns Policy
This Refund and Returns Policy (“Policy”) applies to purchases of products made through www.yourchristmaswarehouse.com.au or in-store at Unit 2, 1 Lawrence Hargrave Way, Parafield SA 5106, Australia.
This Policy should be read together with our Terms & Conditions, Shipping & Delivery Policy, Preorder Policy and Gift Card Policy.
1. General
We offer refunds, repairs and replacements in accordance with the Australian Consumer Law (ACL) and the terms set out in this Policy.
Any benefits set out in this Policy operate in addition to your rights under the ACL.
2. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the ACL. If there is a major failure with the goods, you are entitled to:
- Cancel the purchase; and
- Receive a refund for the price of the goods; and
- Compensation for any reasonably foreseeable loss or damage resulting from the failure.
If the failure does not amount to a major failure, you may be entitled to a repair or replacement within a reasonable time.
If there is any inconsistency between this Policy and the ACL, the ACL will prevail.
3. Change of Mind
We do not offer refunds for change of mind, including situations where you:
- No longer want the product
- Found the product cheaper elsewhere
- Selected the wrong product, size, colour or quantity
At our sole discretion, and on a case-by-case basis, we may offer store credit for eligible change-of-mind returns where items are:
- Unopened, unused and in original condition
- In original, undamaged packaging suitable for resale
- Returned within a timeframe specified by us
Any store credit is a goodwill gesture only and does not alter this Policy. This approach also applies to preorders, subject to the specific terms in our Preorder Policy.
4. Faulty Products or Products Damaged During Delivery
If a product is faulty or damaged, we will comply with our obligations under the ACL.
4.1 Faulty Products
If your product develops a fault within the current Christmas season (defined as 90 days from the date of purchase), return it to us and we will, where possible, repair or replace it with an identical product.
If an identical replacement is not available, we may provide store credit or, where required under the ACL, a refund in the same form as the original payment method.
4.2 Products Damaged During Delivery
If a product is damaged during delivery, you must notify us as soon as possible and within 7 days of delivery. You may be required to provide photos and reasonable evidence of the damage.
Any damaged product must be returned in the condition in which it was received, together with any packaging and accessories.
Subject to the ACL and this Policy, we will arrange to repair or collect the damaged product and either:
- Replace it with an equivalent product, or
- Provide a refund if a replacement is not available.
For details regarding shipping arrangements and cost responsibilities, please refer to our Shipping & Delivery Policy and the “Shipping Costs for Returns” section below.
5. Exceptions
We may refuse to provide a repair, replacement, store credit or refund if:
- You misused the product and caused the problem
- You were aware of the defect before purchase
- You requested alterations or customisations contrary to our advice
- Any other exception under the ACL applies
6. Shipping Costs for Returns
Where a product fails to meet one or more consumer guarantees under the ACL, we will bear reasonable return shipping costs and shipping costs for any replacement product.
If the product can easily be returned, you are responsible for sending it back to us. If the return is approved under this Policy, we will reimburse reasonable postage or shipping costs.
If the product is too large, heavy or difficult to return, and is believed to be eligible for repair, replacement or refund, we will arrange collection at our cost.
If, after inspection, the product is found not to be faulty or not eligible for a remedy under this Policy or the ACL, you may be required to pay the costs of inspection, postage, shipping, transportation or collection.
7. Response Time
We aim to assess and process requests for repairs, replacements, store credit or refunds within 7 days of receiving the returned product.
8. How to Return Products
To initiate a return, please contact us at info@yourchristmaswarehouse.com.au or by phone on 1300 094 599. Further return instructions will be provided.
- Proof of purchase is required for all returns.
- You may be requested to present government-issued identification for verification.
- Where a refund is approved, it will generally be processed in the same form as the original payment, subject to the conditions of this Policy and our Gift Card Policy where gift cards are involved.
9. Contact Us
If you wish to discuss this Policy or any refund, repair or replacement, please contact us at:
Email: info@yourchristmaswarehouse.com.au
Phone: 1300 094 599
For related information, please also review our Terms & Conditions, Shipping & Delivery Policy, Preorder Policy and Gift Card Policy.