Refund policy

This policy explains how returns, refunds and replacements work at Auzzi Store (auzzistore.com.au). It applies in addition to your rights under the Australian Consumer Law (ACL) — nothing in this policy limits or replaces those rights.

Faulty, damaged or incorrect items

  • If an item arrives faulty, damaged, or isn't what you ordered, contact us with your order number and clear photos or a short video showing the issue.
  • We may assess the product before providing a remedy, and we'll let you know if it needs to be returned. Depending on the issue, remedies may include a repair, replacement, replacement parts, a refund, or another appropriate solution.
  • You won't be charged a restocking fee on an accepted faulty, damaged or incorrectly supplied item.
  • You don't need the original packaging to make a faulty-item claim.
  • As the retailer, we'll help you directly — we won't simply send you to the manufacturer.
  • If an accepted faulty, damaged or incorrectly supplied product needs to be returned, Auzzi Store will cover reasonable return costs. For large, heavy or difficult-to-transport products, we will arrange collection or provide appropriate return instructions.

These rights are separate from, and not limited by, the voluntary 30-day change-of-mind policy below, and your consumer guarantees may apply beyond any stated warranty period.

Change-of-mind returns

  • Contact us within 30 days of delivery. The item must be unopened, unused and in its original packaging.
  • Excluded: health, hygiene and safety products, and bulk purchases (for example, pallet or pick-up quantities).
  • You're responsible for return postage on change-of-mind returns.
  • A restocking fee of 7%–25% may apply. The exact fee depends on the product, its condition, handling costs, supplier requirements and the circumstances of the return, and we'll confirm the applicable fee with you before your return is approved.
  • Please don't send anything back before your return is approved. Unauthorised returns may be rejected — this applies only to voluntary change-of-mind returns, not to claims under the Australian Consumer Law.
  • Original delivery charges may be non-refundable on change-of-mind returns, where the law allows.

Return to sender

If an order is returned because of an incorrect or incomplete address, refusal to accept delivery, or failure to collect the parcel, it may be treated as a change-of-mind return. Return and redelivery costs may be deducted from the refund where legally permitted. This does not apply where the return resulted from a faulty, damaged or incorrect item, a courier error, or another issue for which Auzzi Store is responsible.

Warranty

Most products carry a voluntary 12-month Australian warranty (some longer — check the product page), provided in addition to your rights under the Australian Consumer Law. See our Warranty & Returns page for full details.

How refunds are issued

Approved refunds go to your original payment method. We can't refund to a different card or PayPal account.

Recalls

In the event of a product recall, we'll contact affected customers with the steps to follow.

Contact us

To start a return or claim, please contact us with your order number.