Returns & consumer guarantees
Draft · not yet in force
This is a draft. The shop is not open and nothing has been sold yet. Have a lawyer review this before the first order, and replace every bracketed placeholder.
Your rights come first
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing on this page limits those rights, and nothing we say elsewhere does either.
You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
What counts as a major failure
Broadly, a product has a major failure when it would not have been bought had the problem been known, is significantly different from its description, is substantially unfit for its normal purpose and cannot easily be made fit, or is unsafe.
Where the failure is major, you choose between a refund or a replacement. Where it is minor, we may choose to repair, replace or refund, and we will do so within a reasonable time.
Change of mind
This is separate from, and additional to, your rights above. If you simply change your mind, contact us within [30] days of delivery. The item needs to be unused and in its original packaging, and the return postage is yours to cover. Once it arrives back in good condition we will refund the purchase price.
Some things cannot be returned for change of mind on hygiene grounds once opened — worn compression garments are the main one. That restriction does not apply where the item is faulty.
Items that arrive damaged
Tell us within a reasonable time and send a photo if you can. We arrange the return at our cost. You do not have to deal with the supplier or the courier — we sold it to you, so it is ours to sort out.
How to start a return
Email [hello@tradierecovery.com.au] with your order number and what went wrong. We will reply with a return address and instructions.
We aim to respond within two business days.
Refunds
Refunds go back to the original payment method. Depending on your bank, the money can take a few business days to appear after we process it.
If you are not happy with the outcome
Contact us first and we will try to fix it. If that does not resolve things, you can take the matter to Consumer Affairs Victoria or the ACCC. Using this site does not remove that option.