Refund policy

Your rights under the Australian Consumer Law

Our goods 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Everything below is in addition to those rights, not instead of them. Nothing in this policy limits or replaces what the law already gives you.

Change of mind returns

We accept change of mind returns within 30 days of delivery. This is our own goodwill policy, offered on top of your legal rights.

To be accepted, the item must be:

• unused and in the same condition you received it;
• in its original packaging, with any tags, manuals or accessories included; and
• accompanied by proof of purchase (your order number is enough).

For change of mind returns, you cover the cost of return postage. We recommend a tracked service — until the parcel reaches us, it is your responsibility, and we cannot refund an item that never arrives.

Faulty, damaged or incorrect items

If an item arrives damaged, develops a fault, or is not what you ordered, contact us and we cover the cost of return postage. You do not pay to send back something that was wrong on our side.

Where the problem is a major failure — the item is unsafe, significantly different from its description, or would not have been bought by a reasonable person aware of the fault — you choose whether you want a refund or a replacement.

Where the problem is a minor failure, we may choose to repair the item, replace it, or refund you.

How to start a return

Email sales@decolabs.com.au with:

• your order number;
• which item you want to return; and
• for a fault or damage, a short description and a photo.

We will reply within one business day with a return reference and the address to send it to. Please wait for that reference before posting anything — parcels that arrive without one are difficult to match to an order and slow everything down.

Refunds

Once your return arrives and we have checked it, we will email you to confirm the outcome. Approved refunds are issued to your original payment method within 5 business days of that confirmation.

How quickly the money appears afterwards depends on your bank or provider, and is outside our control. Card refunds commonly take a further 3 to 5 business days to show. If more than 10 business days have passed since we confirmed your refund and you still cannot see it, contact us and we will chase it.

Where standard shipping was free, no shipping charge is refunded because none was paid. If you paid for Express shipping, that charge is refunded when the return is due to our error, and is not refunded on change of mind returns.

Exchanges

The quickest way to exchange an item is to return the original for a refund and place a new order for what you want instead. This avoids waiting for the return to arrive before the replacement is sent.

Items we cannot accept back on change of mind

• Items that have been used, washed or assembled.
• Items returned without their original packaging, where that packaging forms part of the product.
• Items damaged after delivery through misuse, accident or normal wear.
• Gift cards.

These exclusions apply to change of mind only. They never apply where an item is faulty, unsafe, or not as described — in those cases your rights under the Australian Consumer Law apply regardless.

Cancelling an order

If your order has not yet been dispatched, email us and we will cancel it and refund you in full. Once dispatched, it becomes a return and the terms above apply.

Questions

Email sales@decolabs.com.au, Monday to Friday, 8:00 AM to 5:00 PM (AEST). We reply within one business day.