Return and Refund Policy

At Aussie Stress Free, your satisfaction is our priority. Our Return and Refund Policy ensures fairness, transparency, and compliance with Australian Consumer Law (ACL). Please read the details below to understand your rights and our procedures.

1. Return and Refund Overview

• Refunds will only be issued under the conditions of our 30-Day Money-Back Guarantee.
• All other eligible returns will be processed as store credit refunds or exchanges.
• Faulty or defective items will be handled in accordance with Australian Consumer Law.

2. Marketing Names and Product Transparency

• At Aussie Stress Free, we market some products under unique store-specific names to align with our brand identity.
• The original product name and/or brand, as provided by the manufacturer or supplier, may differ from the marketing name but will always be disclosed in the product description.
• This practice does not affect the authenticity, quality, or performance of the product.

3. Change-of-Mind Returns

We accept change-of-mind returns under the following conditions:

• Eligibility:

The return must be initiated within 14 days of receiving your order.

The item must be unused, unopened, and in its original packaging, with all tags intact (including unbroken seals).

The product must be in resalable condition and free from damage.

• Exclusions:

Massage chairs and other selected items are not eligible for change-of-mind returns.

Items purchased on sale or through promotional offers are non-returnable unless faulty.

• Refund Type:

Refunds for change-of-mind returns will be issued as store credit only.

• Return Shipping Costs:

Customers are responsible for the cost of return shipping.

Customers also assume the risk of loss or damage during transit. We recommend insuring high-value items.

4. Faulty or Defective Products

If you receive a product that is faulty, defective, not of acceptable quality, or does not match its description, you are entitled to:

• A refund, repair, or replacement in accordance with Australian Consumer Law.

Process for Faulty Products

1. Contact Us:

Email our support team at care@aussiestressfree.com.au immediately upon noticing the issue.

Provide proof of purchase and evidence of the fault (e.g., photos or videos).

1. Return Shipping:

Koala Stress Free will cover return shipping costs for faulty items.

1. Resolution:

Once the returned item is received and inspected, we will process a refund, replacement, or repair based on your preference and product availability.

5. 30-Day Money-Back Guarantee

We offer a 30-Day Money-Back Guarantee on selected products that fail to deliver the promised benefits as stated in the product description.

Eligibility

• Claims must be initiated within 30 days of receiving the product.
• The product must be returned in its original condition, unused, undamaged, and in its original packaging.

Exclusions

The 30-Day Money-Back Guarantee does not apply to:

• Change-of-mind returns.
• Misinterpretation of product descriptions.
• Products damaged due to misuse, mishandling, or improper care.
• Discounted or promotional items.
• Items altered, customised, or tampered with.

Refund Type

• For valid claims, a refund will be issued to the original payment method.

6. Return Process

To ensure a smooth return process, please follow these steps:

1. Initiate the Return:

Contact our support team at care@aussiestressfree.com.au to request a return.

Provide your order number, a detailed explanation of the issue, and photos or videos if applicable.

1. Product Evaluation:

Once we receive your return, our team will inspect the product to confirm eligibility.

For change-of-mind returns, the product must be in resalable condition.

For faulty or 30-Day Money-Back Guarantee claims, the product will be assessed for defects or alignment with the advertised benefits.

1. Refund or Resolution:

• If the return is approved:

30-Day Money-Back Guarantee: A full refund will be issued to your original payment method.

Change-of-Mind: Store credit will be issued.

Faulty Products: Refunds, repairs, or replacements will be provided based on the situation.

• If the return is rejected (e.g., does not meet eligibility criteria), we will notify you with further options.

7. Exclusions and Non-Returnable Items

• Non-returnable items:

Perishable goods, custom or personalised products, hazardous materials, flammable liquids/gases, and beauty/personal care items.

Items marked as "Final Sale" or "Non-Returnable" cannot be returned unless faulty.

8. Additional Information

• Refund Timelines: Refunds to your original payment method may take 5-10 business days to process, depending on your financial institution.
• Store Credit Validity: Store credits issued for returns are valid for 12 months from the date of issue.
• Return Shipping Costs: Shipping charges are non-refundable, except in cases of faulty or defective items.

9. Compliance with Australian Consumer Law

This policy is in addition to your statutory rights under Australian Consumer Law. You are entitled to a refund, repair, or replacement for products that are faulty, damaged, or do not meet their description or purpose.

Thank you for shopping with Aussie Stress Free! If you have any questions about our return or refund process, please contact our support team at care@aussiestressfree.com.au.