Aussie Stress Free – Return, Refund, Guarantee & Trial Policy

1. Return & Refund Overview

• Refunds to the original payment method will only be issued where required by the ACL, including products that are:
  • Faulty
  • Defective
  • Unsafe
  • Misdescribed (see Clause 1.1)
• All other eligible returns will be processed as store credit or exchanges.
• Return label expiry Once issued, the return must be lodged within 10 business days. If not, the return will be closed and eligibility under this policy lapses.

1.1 Misdescribed Products – Clarification

“Misdescribed” means objective product details such as:

• Measurements & dimensions (allowing 1–2 cm variation for manual production)
• Power ratings & specifications
• Battery runtime or charging specs
• Materials used

It does not include subjective claims or preferences such as:

• “This isn’t for me”
• “It didn’t stop snoring”
• “It feels cheap”
• General disappointment with comfort or outcome

2. Order Mistakes & Cancellations

• Mistaken orders (e.g. extra items added at checkout, upsell offers accepted in error, or “clicked by mistake”) are classified as change-of-mind returns.
• Refunds for order mistakes will be issued as store credit.
• If you contact us to cancel before the order has been fulfilled, we can process a refund to your original payment method. A $20 administration fee may apply to cover processing costs.
• Once an order has been fulfilled or shipped, cancellations are no longer possible, and any refund will be issued as store credit only in line with this policy.

3. Marketing Names & Transparency

• Some products are marketed under store-specific names.
• Original supplier/manufacturer names may differ but are disclosed on the product page.
• This does not affect authenticity or performance.

4. Change-of-Mind Returns

• Must be initiated within 14 days of delivery.
• Items must be unused, unopened, in original packaging, and resalable.
• Return shipping is at the customer’s expense (Australia Post rates apply).
• Customer assumes the risk of loss/damage in transit — insurance is recommended.

📦 Uncollected Parcels & Return to Sender

• Parcels returned due to incorrect address or non-collection will be treated as change-of-mind returns.
• Resend cost: Australia Post rates apply.
• Alternatively, store credit (excluding shipping) will be issued once the parcel is received back.

5. Faulty or Defective Products (ACL Rights)

If a product is faulty, unsafe, or defective, customers are entitled under the ACL to a refund, repair, or replacement.

• Aussie Stress Free covers return shipping in these cases.
• Proof (photos/videos) is required before a return label is issued.

6. 30-Day Money-Back Guarantee

• Applies only to selected products where specifically advertised.
• Claims must be submitted within 30 days of delivery.
• Items may be lightly used but must:
  • Remain in original condition (no stains, odours, or misuse)
  • Be returned in original packaging/box. Failure to meet these conditions will void the guarantee.
• Refunds to the original payment method are available only where:
  • The product is faulty, missing parts, misdescribed, or
  • The product’s objective features (e.g. power, dimensions, design, battery runtime) do not perform as described.
• This guarantee does not cover change of mind or subjective reasons, such as:
  • “Too hard/soft”
  • “Did not reduce snoring”
  • “Not suitable for me”

7. 90-Night Trial (Pillows & Selected Products)

• Only products marked with a “90-Night Trial” badge are eligible.
• Customers may trial the pillow/product for up to 90 nights from delivery.
• If not suitable, you may return it for:
  • Store credit equal to the purchase value, or
  • Up to 2 free exchanges for alternative pillows/products (from the 3rd exchange onwards, standard Australia Post rates apply).
• Returned items must be in good condition, showing only normal use. We recommend using a pillowcase or protective cover to prevent stains, odours, or damage.
• Items returned with excessive wear, stains, odours, or misuse will not be eligible for store credit or exchange.
• Customers are responsible for return shipping costs (Australia Post rates apply).

8. Exclusions

The 30-Day Money-Back Guarantee and 90-Night Trial do not apply in the following cases:

• Change of mind based on personal preference, including:
  • “This isn’t for me.”
  • “The pillow didn’t reduce my snoring/pain.” (These outcomes vary from person to person; while many customers report benefits such as reduced snoring or improved comfort, results are subjective.)
  • Concerns about “quality not meeting expectations.”
• Minor variations, including:
  • Slight differences in colour, scent, or texture.
  • Size discrepancies within a 1–2 cm manual measurement allowance.
• Hygiene-sensitive items once used, such as:
  • Blankets
  • Heavily used or stained pillows
  • Anti-snoring mouthpieces
• Sale, clearance, or final sale items (unless faulty under ACL).

9. Return Process

1. Email care@aussiestressfree.com.au with order number, reason, and photos/videos.
2. Once approved, a tracked return label will be issued.
3. Return must be lodged within 10 business days.

10. Refund, Exchange & Resolution

• ACL cases (faulty, defective, unsafe, misdescribed): refund to original payment method.
• Change-of-mind or 90-Night Trial: store credit or exchanges only.
• Refunds to bank/PayPal may take 5–10 business days depending on your bank.
• Shipping charges (including “Protect Shipping”) are non-refundable, unless the product is faulty.

11. Compliance with ACL

This policy operates in addition to your statutory rights under the Australian Consumer Law (ACL). Customers are entitled to a refund, repair, or replacement if a product is:

• Faulty, damaged, or unsafe
• Misdescribed (as per Clause 1.1)
• Not fit for its intended purpose

12. Contact Us

📧 care@aussiestressfree.com.au
🌐 www.aussiestressfree.com.au

Thank you for choosing Aussie Stress Free – where your comfort and satisfaction come first.