Returns Policy

Please keep your receipt and order number for all of the following circumstances.

Cancellations

We can only accept cancellations within 1 business day of the order.

If you no longer wish to proceed with your order, please contact us immediately so that we can cancel the order prior to collection by our shipping agent. A full refund will be provided.

Orders cannot be cancelled once they have been shipped, as we may not be able to communicate with our shipping agent whilst in transit.

Exchanges

We are happy to accept exchanges within 3 days of you receiving the item.

If you change your mind after receiving the item and would like to exchange the item for another variation of its kind, please contact us immediately.

You can choose your own shipping method, or we can arrange the return shipping for you if you keep the item in its original packaging.  Please arrange return shipping within 14 days of receiving the item. You will be required to cover these expenses.  

However, we can’t accept exchanges if the item has been used or damaged.

Replacements and Refunds

We are happy to exchange or refund an item if it is found to have a major problem.

The Australian Consumer Commission defines a major problem as:

  • You wouldn’t have purchased the item had you known about the problem
  • The item is significantly different from the description
  • The item is substantially unfit for its common purpose and can’t be fixed
  • The item doesn’t function according to its description
  • The item is unsafe

If you think your concern fits the above criteria, please contact us within 7 days of receiving the item.

We may request photos of the item to help your case. If a major problem is identifiable via photo upload, we will arrange return shipping free of charge.

If we are unable to identify any major problem via photo upload, you can choose your own shipping method or we can arrange return shipping for you if you keep the item in its original packaging. In this case, you will be required to cover the shipping expenses. Please arrange return shipping within 14 days of receiving the item and keep your receipt.

If the item is assessed to have a major problem once it is returned, we will reimburse the return shipping expenses and exchange the item free of charge. Exchanges and store credit are offered before refund.

Support

It is our highest priority to provide you with quality products that enable you lead a more sustainable lifestyle. If for any reason you are dissatisfied or would like to provide feedback, please don’t hesitate to get in touch at any time. We can assure you that a member of our friendly team will treat your inquiry with the utmost respect in a timely and efficient manner.

Contact us or email directly via hello@theplasticfreeshop.com.au