Refund policy

Last updated: March 13, 2025

This Return & Refund Policy applies to purchases made from Aussiez Goods Hub (ABN: 34684366564) via our online store at https://aussiezgoodshub.com. It should be read together with our Terms of Service and Privacy Policy.

Aussiez Goods Hub is based in Melbourne, VIC 3131, Australia. Our goal is to provide high-quality refurbished devices, accessories and services, and to handle any issues in a fair and transparent way. This policy is designed to comply with the Australian Consumer Law (ACL). Nothing in this policy limits your rights under the ACL.

1. Overview

At Aussiez Goods Hub, customer satisfaction is our top priority. While we take great care to ensure every product meets high standards of quality, we understand that returns or refunds may occasionally be necessary.

This Return & Refund Policy explains when and how you can request a return, exchange or refund, and how we handle such requests in line with the Australian Consumer Law.

2. Return Eligibility

You may request a return, replacement or refund if:

  • The product you received is faulty or damaged;
  • You received the wrong item compared with what you ordered; or
  • You had a change of mind within our change-of-mind return period (see below).

For change-of-mind returns, you must contact us within 7 days of delivery. Your statutory rights in relation to faulty goods may apply beyond this period as required by the ACL.

3. Return Conditions

To be eligible for a return under this policy:

  • Return requests should be submitted as soon as possible and, for change of mind, within 7 days of delivery.
  • Products should be unused (unless the issue relates to a fault discovered on use), in their original packaging where possible, and in resalable condition for change-of-mind returns.
  • A valid proof of purchase (order number, invoice, or receipt) is required.
  • Returns must be shipped to our designated return address in Melbourne, VIC.

For change-of-mind returns, customers are generally responsible for return shipping costs. If the return is due to our error (for example, faulty, damaged on arrival, or incorrect item supplied), we will cover reasonable return shipping costs or provide a prepaid label, in line with the ACL.

4. Restocking Fee

A 12% restocking fee may apply to approved change-of-mind returns. This fee helps cover inspection, processing and repackaging costs.

The restocking fee may apply in cases such as:

  • Change of mind after receiving the product;
  • Incorrect product ordered by you (not our error);
  • Unwanted items returned in resalable condition.

We do not charge a restocking fee where we are required to provide a remedy under the Australian Consumer Law (for example, where there is a major failure, or we have supplied a faulty or incorrect product).

5. Non-Returnable Items

For hygiene, safety, or practical reasons, some items cannot be returned unless required by law. These may include:

  • Personal care items (for hygiene reasons);
  • Perishable or consumable goods;
  • Gift cards, vouchers, or promotional giveaways;
  • Items clearly marked as “Final Sale” or “Non-returnable” at the time of purchase.

Your rights under the Australian Consumer Law may still apply to non-returnable items where there is a fault or other issue covered by the ACL.

6. Refund Process

Once your returned item is received and inspected, we will notify you by email of the outcome:

  • If your return is approved, we will process a refund or store credit as agreed.
  • Approved refunds are usually processed to your original payment method within 5–7 business days, depending on your bank or payment provider.
  • Original shipping fees are generally non-refundable, unless the return is due to our error or as otherwise required by law.
  • Any applicable restocking fee for change-of-mind returns may be deducted from the refund amount.

7. How to Initiate a Return

To start a return or refund request, please contact us with the following details:

  • Full name;
  • Order number;
  • Reason for return (faulty, wrong product, change of mind, etc.);
  • A short description of the issue;
  • Clear photos or videos of the product and packaging (if applicable).

You can contact us by:

Our customer support team will respond within 2–3 business days with instructions, including the return address and, where applicable, a prepaid shipping label or guidance on how to ship the item back to us.

8. Shipping Information (Australia Post & Sendle)

We use Australia Post and Sendle for outbound deliveries and, in many cases, for return shipments as well.

  • Shipping charges are calculated at checkout based on delivery location, weight and service selected.
  • For returns approved under this policy, we may provide you with a return label via Australia Post or Sendle, or request that you arrange your own return shipping.
  • If you are responsible for return shipping costs, you may use Australia Post, Sendle or another reliable courier of your choice, provided you obtain a tracking number.
  • A valid tracking number must be provided for all return shipments so that we can confirm receipt of the item.

Risk of loss or damage for returned items may remain with you until the item is delivered to us, depending on the shipping method used. We recommend using tracked and, where appropriate, insured shipping for returns.

9. Your Rights Under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

The benefits provided by this Return & Refund Policy are in addition to, and do not limit, your rights and remedies under the Australian Consumer Law and any other applicable laws.

10. Contact Us

If you have any questions about this Return & Refund Policy, or need help with a return, please contact us:

Store name: Aussiez Goods Hub
Website: https://aussiezgoodshub.com
ABN: 34684366564
Address: Melbourne VIC 3131, Australia
Phone: +61 405 398 695
Email: helpdesk@aussiezgoodshub.com