We know it can sometimes be hard to choose the right items online. We allow refunds under the following conditions.
Faulty or damaged items
If your item is faulty, damaged, or incorrect (not what you ordered), please email firstname.lastname@example.org and we will sort your issue out as soon as possible by replacing the item at no charge or delivery cost.
We do not allow refunds for change of mind however we will allow you to exchange for another product (we will charge a delivery fee and we are not responsible for your return postage costs). You need to contact email@example.com to organise an exchange within 30 days of us shipping it to you. To exchange the item must be:
If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined timeframe.
However the Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).
Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.
Where an item is damaged through misuse or abnormal use, Softgaff International will not provide a refund, exchange or repair.
Softgaff International will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
Refunds for all purchases will be given using your original payment method.
GIFT OR BONUS WITH PURCHASE OFFERS AND BUNDLED ITEMS
Where merchandise is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in saleable condition, the value of any available refund will be reduced by the value of the gift or bonus.
In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.
BONUS GIFT CARD WITH PURCHASE
Where a bonus Gift Card is issued at the time of purchase, the bonus Gift Card must also be returned with the merchandise to qualify for a full exchange or refund. Where the bonus Gift Card has been fully or partially redeemed, the amount redeemed will be deducted from any available refund.
PRIVACY WHEN MAKING A RETURN
Softgaff International is committed to protecting your privacy. You may be asked to present photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date.
For example, Australian Driver’s Licence or Passport.
Please note, when returning merchandise totalling $1,000 or more and requesting a Tax Adjustment Note, your name, address and ABN (if applicable) will be required.
Information collected will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of Softgaff International research and analysis. It may be disclosed to state and territory departments upon request, as required by law.
If you wish to access your information held by Softgaff International in relation to returns, please contact us via firstname.lastname@example.org