‘NEW AIM’ Refund and Returns Policy
Returns & Refund Procedure:
Returns: Please contact us immediately at firstname.lastname@example.org for return instructions. Please do not return the product to us without our prior consultation. We only accept change of mind (COM) within 14 days after the item is delivered. We only accept COM returns unopened & in the items original packaging. Please send an email including pictures or video of the condition of the product received & an explanation on why you like to return the product to verify eligibility for return. We do not accept change of mind for health, safety, or intimate products for Health & Safety regulations. Upon providing the return label to you, our supplier will refund the total order amount MINUS initial postage, return postage, & restocking fee of 15%. If a return label is NOT provided to you, our supplier will refund the total order amount MINUS initial postage & restocking fee of 15%. If you change your mind before the item is received & require the action of RTS (Return to Sender), our supplier will refund the total order amount MINUS initial postage & restocking fee of 15%. All items that are returned due to incorrect or incomplete delivery information will be treated as Change of Mind returns including items Returned to Sender due to being unclaimed.
Refunds: Refunds are returned via your original payment method. Refer to returns. NOTE: We cannot refund to a different PayPal account or Credit card.
Return to Sender (RTS): If there are address discrepancies with your order & the product is returned to us, a cost of RTS (if applicable) & re-delivery cost will be incurred for items returned to us.
Warranty Claims: ALL Claims sent to email@example.com. DO NOT dispose of items before contacting us. To prevent claim delays, include the following in your initial claim email:
- Order Number
- Manual with missing parts indicated (if applicable)
- Images/Video clearly showing fault (if applicable)
- Images/Video clearly showing goods in the original packaging (if applicable)
All images & videos must be an appropriate size, we cannot an assessment with small images, and supplier may request an inspection. We cannot refund disposed of goods.
Faulty or Damaged in Transit Products:
Email firstname.lastname@example.org, include pictures/video of the product demonstrating the fault (If applicable), For parts – take a picture of the part needed (circled in manual) & quantity required). Provide a brief explanation of the fault & if you would like to replacement or refund. Our supplier will assess your claim & advise either replacement parts, offer a full or partial refund, or replace the product. Any returns will not be refunded if a return label has not been provided.
Missing or Damaged Parts under 12-month warranty: If a part is missing or damaged, please specify/mark the part in the manual & send us pictures of the marked item in the manual & the quantity required/needed. Our supplier will review what is required/needed and send the missing or damaged part. Tracking information (where available) is sent via your registered email. Please allow 2 business days for dispatch of spare parts. If spare part is unavailable our supplier will provide an alternative resolution in line with Australian Consumer Law
Delivery Delays: Delays require investigation with courier partners – 1-2 days. If there is no update in 2 working days, our supplier will provide a resolution, inform of a replacement or a refund.