REFUND AND RETURN POLICY
At QPSA, we are committed to providing our members with high-quality merchandise. In line with Australian Consumer Law (ACL), we ensure that your rights are fully protected when purchasing from us.
Consumer Rights Under Australian Consumer Law
Under the ACL, you are entitled to a refund, repair, or replacement if a product:
Returns
How to Lodge an Issue
Exemptions
The following items are generally not eligible for returns under ACL:
Shipping Costs
For returns due to a change of mind (if accepted), you will be responsible for return shipping costs (if shipping is approved prior).
Consumer Rights Under Australian Consumer Law
Under the ACL, you are entitled to a refund, repair, or replacement if a product:
- Has a major failure (e.g., it is unsafe, doesn’t do what it is meant to do, or is significantly different from the description provided).
- Is not of acceptable quality, meaning it’s not durable, free from defects, or fit for the purpose you purchased it for.
- Does not match the description, sample, or demonstration model.
Returns
- Change of Mind: We do not accept returns for a change of mind. However, we may consider exchanges in special circumstances. This will be at our discretion and subject to the condition of the returned item.
- Faulty Products: If you receive a product that is faulty or damaged, please contact us via email within [7-14 days] from the date of collection. We will assess the situation and offer you a full refund, replacement, or repair, depending on the circumstances.
- Proof of Purchase: You must provide proof of purchase (order confirmation) for us to process any refund or exchange.
How to Lodge an Issue
- Contact Us: Reach out to our merchandise team via [email protected] with details of the item and the issue.
- Return the Item: Once your request is approved, the item must be exchanged at another storeroom date. All returned and exchanged items must be in their original condition with packaging intact (unless the product is faulty) AND be exchanged or returned within a reasonable timeframe otherwise the request will be made redundant.
- Processing Your Return/Exchange: We will review the returned item and process your refund or replacement according to ACL guidelines. If eligible for a refund, this will typically be issued to your original payment method.
Exemptions
The following items are generally not eligible for returns under ACL:
- Products that have been used or worn and are no longer in original condition.
- Perishable goods (e.g., food, flowers).
- Gift cards, downloadable software, or products where the seal has been broken or used.
Shipping Costs
For returns due to a change of mind (if accepted), you will be responsible for return shipping costs (if shipping is approved prior).
Contact Us
If you have any questions or need assistance with the collection process, please do not hesitate to reach out to us at [email protected].