Refund policy

🛡️ Return & Refund Policy

(Valid for customers in Australia — compliant with the Australian Consumer Law)

1. Consumer Guarantees (Australian Consumer Law)

All products sold through our store are covered by the Consumer Guarantees under the Australian Consumer Law (ACL). This means you are entitled to a repair, replacement, or refund if a product:

  • Is unsafe

  • Does not match its description, photos, or samples

  • Is not fit for its intended purpose

  • Is not of acceptable quality (including defects, poor durability, or early failure)

These rights cannot be excluded. We do not use terms such as “No refunds” for faulty products, as this is prohibited under the ACL.


2. Faulty or Defective Products: Your Rights

Minor Fault

If the issue is minor, we may choose one of the following remedies:

  • Repair the product

  • Replace the product

  • Provide a refund

We will ensure the remedy is provided within a reasonable timeframe.

Major Fault

If the issue is major, you may choose between:

  • A full refund, or

  • An immediate replacement

A major fault includes situations where:

  • The product is unsafe

  • The product is significantly different from its description

  • The product cannot be repaired within a reasonable time

  • You would not have purchased the product had you known about the issue


3. Products Damaged During Shipping

If your product arrives damaged:

  • Contact us within X days (you can define the timeframe)

  • Provide photos of the damage

  • We will send a replacement at no cost or issue a full refund

  • We cover all return shipping costs for damaged or faulty items


4. Missing, Incorrect, or Incomplete Orders

If your order does not arrive, arrives incomplete, or does not match the description:

  • You are entitled to a full refund or replacement

  • If necessary, you may also request a chargeback through your bank, as permitted under the ACL


5. How to Request a Return or Refund

To start a return or refund request:

    • Email us at lewis.jaramillo@ hoymail.com with:

    • Order number

    • Description of the issue

    • Photos or evidence (if applicable)

  2. We will assess the product according to the ACL.

  3. We will inform you of the appropriate remedy: repair, replacement, or refund.


6. Shipping Costs

  • Faulty, damaged, or incorrect items: We cover all return shipping costs.

  • Non-faulty items: Shipping costs may vary depending on the situation and will be communicated clearly.


7. Exceptions

We do not accept returns for:

  • Custom-made or personalized items (unless faulty)

  • Final sale or clearance items (unless faulty — ACL still applies)