Refund policy

Refund & Returns Policy

If you believe your item is faulty, damaged, incorrect, or not as described, please contact us as soon as possible after discovering the issue.

We encourage customers to report any issues within 30 days of delivery where possible.

Eligibility for Returns

Returns are accepted where required under Australian Consumer Law, including where items are:

Faulty
Damaged in transit
Not as described
Incorrect

To start a return, contact us at info@theaudhdstore.com.au.

If your return is approved, we will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@theaudhdstore.com.au.

Change of Mind

We do not accept returns for change of mind, incorrect selection, or unwanted items.

Due to the nature of many sensory and personal-use products, please choose carefully before purchasing. If you are unsure whether a product is suitable, we encourage you to contact us prior to ordering and we'll happily help.

Bulky & Large Items (Including Trampolines)

Bulky items and supplier-shipped products (including trampolines and large equipment) are not eligible for return due to change of mind.

If a bulky item is confirmed to be faulty, damaged, or incorrect:

We will work with the supplier to arrange repair, replacement, or refund in line with Australian Consumer Law.
Do not assemble the item if you believe it is faulty.
Retain all original packaging.

Some bulky items ship directly from our suppliers and may need to be returned to a different address. We will provide instructions once the claim is approved.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

Where possible, please include photos of:

The item
The packaging
The shipping label

This helps us resolve the issue quickly.

Faulty or Incorrect Items (Australian Consumer Law)

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a repair, replacement, or refund if your item has a major fault, is not as described, or is not fit for purpose.

Where an item is confirmed to be faulty, damaged, or incorrect, we will cover reasonable return shipping costs or provide a prepaid return label where appropriate.

Lost or Delayed Parcels

If your parcel is delayed, lost, or marked as delivered but cannot be located, please contact us as soon as possible.

We will work with the shipping carrier and, where applicable, our suppliers to investigate and determine an appropriate resolution.

Exceptions / Non-Returnable Items

Returns are not accepted for:

Change of mind
Incorrect selection
Items that have been used, assembled, or damaged after delivery (unless faulty)
Perishable goods (such as food, flowers, or plants)
Custom or personalised products
Personal care goods (such as beauty products)
Hazardous materials, flammable liquids, or gases
Gift cards

For hygiene and safety reasons, certain personal-use products may not be eligible for return once opened or used unless they are faulty.

Sale items are not eligible for change-of-mind returns. However, all products remain covered by Australian Consumer Law guarantees.

Please contact us if you have questions about your specific item before purchasing.

Exchanges

We do not offer direct exchanges. If your item is faulty or incorrect, we will provide a repair, replacement, or refund in line with Australian Consumer Law.

Refunds

We will notify you once we've received and inspected your return and let you know if the refund was approved.

If approved, you will be automatically refunded to your original payment method within 10 business days.

Please note it can take additional time for your bank or credit card provider to process the refund.

For international orders, any customs duties, import taxes, carrier handling fees, or similar charges imposed by the destination country are non-refundable.

If more than 15 business days have passed since your return was approved, please contact us at info@theaudhdstore.com.au.