Refund policy
At onesplus.shop, we want customers to shop with confidence.
This Return and Refund Policy explains our procedures regarding change-of-mind returns, faulty products, damaged products, incorrect orders, exchanges, cancellations, and refunds.
This policy applies to purchases made through onesplus.shop.
Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded under the Australian Consumer Law.
1. Australian Consumer Guarantees
Products supplied to eligible consumers in Australia are protected by statutory consumer guarantees.
A retailer cannot remove these basic rights simply by displaying a “no refunds” statement or by saying refunds are unavailable after a fixed number of days.
Where a product has a major failure, Australian Consumer Law may give a consumer the right to choose a refund or replacement. Where a problem is not major, an appropriate repair or other remedy may apply.
Our voluntary return policy operates in addition to these statutory rights.
2. 30-Day Voluntary Change-of-Mind Return Policy
In addition to rights provided by law, onesplus.shop generally accepts eligible change-of-mind return requests submitted within 30 days after delivery.
To qualify for a voluntary change-of-mind return, the product should normally:
- Be unused;
- Be clean;
- Be undamaged;
- Be in substantially the same condition in which it was received;
- Include all original accessories and components;
- Include manuals or instructions supplied with the item;
- Include original packaging where reasonably possible;
- Not have been materially altered or modified;
- Be accompanied by reasonable proof of purchase.
Returned products may be inspected before a voluntary refund is approved.
The 30-day period applies only to our voluntary change-of-mind return policy and does not limit any longer statutory consumer rights that may apply.
3. Items Not Normally Eligible for Change-of-Mind Returns
Subject always to mandatory consumer rights, voluntary change-of-mind returns may not be accepted for:
- Personalised products;
- Custom-made products;
- Products modified to customer specifications;
- Products materially used after delivery;
- Products damaged after delivery through misuse;
- Products missing essential components;
- Opened hygiene-sensitive products where resale would be inappropriate;
- Gift cards or stored-value products where offered;
- Products clearly identified as final-sale items for change-of-mind purposes.
These exclusions do not prevent a customer from exercising statutory rights where a product is faulty or otherwise fails an applicable consumer guarantee.
4. Faulty or Defective Products
If you believe a product is faulty, defective, unsafe, or does not perform as reasonably expected, contact:
Please provide:
- Your order number;
- A description of the problem;
- Photographs where reasonably useful;
- Video evidence where reasonably useful;
- Any other information relevant to the issue.
We will assess the circumstances and provide an appropriate remedy in accordance with applicable Australian law.
Depending on the circumstances, the remedy may include repair, replacement, refund, or another remedy required by law.
5. Damaged Products
If an item arrives damaged, please contact us as soon as reasonably possible.
Where practical, include:
- Order number;
- Photographs of the damaged product;
- Photographs of the outer packaging;
- Photographs of the internal packaging;
- Photograph of the shipping label;
- Description of the damage.
This information may help us investigate the issue with the relevant fulfilment provider or carrier.
We will not impose unreasonable evidence requirements where a valid consumer guarantee claim otherwise exists.
6. Incorrect Products
If you receive a product different from the product ordered, please contact:
Provide your order number and details of the item received.
After confirming the issue, we may arrange:
- Delivery of the correct product;
- Return of the incorrect product;
- A refund where appropriate.
Where the error is ours, customers will not be required to bear unreasonable return costs resulting from that error.
7. Missing Items
If your order arrives with a product or component missing, contact us promptly.
Please include your order number and identify the missing item or component.
We may investigate the shipment and provide the missing item, a replacement, refund, or other appropriate remedy.
8. How to Request a Return
To request a return, contact:
Please include:
- Your order number;
- The product concerned;
- Reason for the return;
- Relevant photographs or information where applicable.
After reviewing your request, we will provide appropriate return instructions.
Products should not be returned to an arbitrary address, warehouse, supplier, or carrier without receiving return instructions from us.
9. Return Shipping Costs
For an approved voluntary change-of-mind return, the customer is generally responsible for return shipping costs.
For products that are faulty, damaged on arrival, incorrectly supplied, or otherwise subject to a statutory remedy, reasonable return expenses will be handled in accordance with Australian Consumer Law.
Customers arranging their own return shipment should use a trackable service where reasonably practical and retain proof of shipment.
10. Inspection of Returned Items
Returned products may be inspected before a voluntary change-of-mind refund is completed.
We may refuse a voluntary change-of-mind refund where:
- The item has been materially used;
- The customer damaged the item after delivery;
- Important components are missing;
- The item has been materially altered;
- The returned product is different from the product purchased;
- The item does not otherwise meet our voluntary return conditions.
This does not affect statutory rights relating to faulty or non-compliant products.
11. Refund Method
Approved refunds will normally be issued to the original payment method used for the purchase.
Once we submit a refund, the customer's bank, card issuer, or payment service provider may require additional time to make the funds available.
Processing times imposed by financial institutions are outside our direct control.
12. Original Shipping Charges
Standard shipping on all eligible orders is free.
Accordingly, there is generally no standard outbound shipping charge to refund.
If an optional paid delivery service is offered and selected, treatment of that charge will depend on the reason for the return and applicable law.
13. Exchanges
Customers may request an exchange where appropriate.
Exchanges are subject to product availability.
If the requested replacement is unavailable, we may provide another appropriate remedy, including a refund where required.
14. Order Cancellations
If you wish to cancel an order, contact:
as soon as possible.
We will make reasonable efforts to process a cancellation request before fulfilment begins.
Once an order has entered fulfilment, been packed, or been dispatched, cancellation may no longer be possible.
In that situation, the customer may need to receive the order and then follow the applicable return procedure.
15. Lost Orders
If an order has not arrived within a reasonable period after the expected delivery timeframe, contact us.
We may investigate the delivery status with the carrier.
If a shipment is confirmed lost or cannot reasonably be delivered, we will provide an appropriate remedy consistent with applicable law.
16. Refused or Unclaimed Deliveries
Customers should provide accurate delivery information and take reasonable steps to receive their shipment.
If a parcel is returned because it was refused or remained unclaimed, we will review the circumstances.
Additional costs or deductions will only be applied where reasonable and legally permitted.
17. Proof of Purchase
We may request reasonable proof that the item was purchased from onesplus.shop.
Proof of purchase may include:
- Order confirmation;
- Order number;
- Transaction record;
- Payment confirmation;
- Other reasonable purchase documentation.
18. Return Fraud
We reserve the right to investigate suspected fraudulent return activity, including:
- Returning a different product;
- Deliberately damaging a product;
- Submitting falsified evidence;
- Making knowingly false claims;
- Repeated abuse of voluntary return processes.
Nothing in this provision permits us to reject a legitimate statutory consumer claim.
19. Statutory Rights Are Not Limited to 30 Days
The expiration of our voluntary 30-day change-of-mind period does not automatically remove rights arising under Australian Consumer Law.
Mandatory consumer guarantees continue to apply according to the circumstances of the product and transaction.
20. Contact Us
For returns, refunds, exchanges, cancellations, faulty products, incorrect items, or damaged deliveries:
onesplus.shop
Email: info@onesplus.shop
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