Returning a Faulty or Incorrect Item
If you have received a faulty product, a damaged product, or we have sent you the wrong item, we sincerely apologise and will make it right for you as quickly as possible.
What to Do First
Please contact us as soon as possible after noticing the issue. When you get in touch, please include:
- Your order number
- A clear photo of the item showing the issue
- A photo of the packaging, including the outer box
Timing Guidance
Early notification helps us lodge a claim with the courier where relevant and resolve your issue quickly.
For items damaged in transit, please notify us within 7 days of delivery where possible.
For incorrect or missing items, please notify us within 30 days of delivery.
If you notice the issue later than these windows, please still get in touch and we will do our best to help. Your rights under Australian Consumer Law continue to apply regardless of any stated timeframes.
Purchased the Wrong Item by Mistake?
If you have purchased the wrong item by mistake (for example wrong wattage, wrong base type, or wrong colour temperature), we are happy to offer store credit so you can repurchase the correct product. Just let us know when you contact us and we will walk you through it. Store credit for wrong-item purchases is offered as a goodwill policy at our discretion.
What Happens Next?
Once we have reviewed your photos and confirmed the fault or error, we will arrange one of the following at no cost to you:
- A replacement sent out to you using the original shipping method
- A full refund to your original payment method
You will not need to return the faulty or incorrect item in most cases unless we specifically request it.
Return Shipping
If we do ask you to return the item, we will cover the return shipping cost as the fault or error is on our end. We will provide you with a prepaid return label or reimburse your return postage.
Need Help?
If you have any questions about returning a faulty or incorrect item, please contact us and our team will be happy to assist.