Your satisfaction is our top priority. If you are not 100% happy with your purchase, you may return it to us for a full refund, store credit, or exchange.
To return a product, please email us at email@example.com with your order number. Based on your location, we will advise you the postal address of the nearest warehouse.
- All returns must be posted within 30 days of receiving.
- Once posted, please email us a proof of shipment such as tracking number.
- To be eligible for a return, your item must be unused and in the same condition that you received it, including the original packaging.
- Returns are NOT applicable for sale or clearance items.
We kindly ask that customers arrange and pay for their own postage and courier for the return.
Refunds (if applicable)
Our refund policy lasts 30 days from receipt. For change of minds, we issue full refunds provided the product is returned unused and in their original packaging.
For pre-orders, order cancellation and full refunds can be issued up until the time the product is dispatched.
To apply for a refund, email us at firstname.lastname@example.org with your order invoice. If the product was received in a damaged condition, please also attach photos.
Once your refund is approved (generally within 1-2 business days), it will be processed and automatically applied to your credit card or original method of payment.
**NOTE: As we are based in Australia, all payments and refunds are processed in AUD, so your refund amount may differ from your original payment amount due to daily fluctuations in currency exchange rate.
Please note the following scenarios are NOT eligible for refunds:
- Stolen or missing packages - Unfortunately we are unable to take responsibility for parcels once the tracking number indicates they have been delivered to the specified address.
- Damage to packaging during transit - We understand some purchases are for gifts, but cosmetic damages to the packaging box incurred during delivery is beyond our control.
- Unsuccessful delivery - In the event of an incorrect address and failed re-delivery attempts, the parcel will be forfeited and no refunds issued.
- Orders still in transit - Shipping times can sometimes take longer than estimated, we are unable to process a refund until the parcel is either declared lost by the courier or returned to our warehouse.
- Clearance items - Products listed as clearance are not eligible for change of mind refunds or exchanges.
In all the above situations, replacement products, partial refunds or store credits may be issued on a case-by-case scenario.
Please contact us at email@example.com to see what we're able to do for you. We understand how frustrating these situations can be for all involved, and will endeavour to make things easier for you.
The Carry-Play comes with a 12-month warranty for manufacturing defects that result in the product being unsafe to use, or dysfunctional.
The warranty does not apply to:
a) cosmetic damages such as scratches, material discolouration,
b) damage caused by accident, abuse, or any other external cause
c) defects caused by normal wear and tear
To claim your warranty, please email us firstname.lastname@example.org with photos of the damage and your order invoice or number, along with a description of how the damage occurred.
Depending on the results of our assessment, we reserve the right to:
- repair or replace goods (or part of them)
- resupply or fix a problem with services (or part of them)
- provide compensation to the customer
Late or missing refunds (if applicable)
If you haven’t received your refund within 3-5 business days, please check with the provider of your payment method, e.g. your bank, PayPal or Afterpay.
If you have checked with all your service providers and still have not received your refund yet, please contact us at email@example.com.