We understand that sometimes you may need to return a product you have purchased from us. To assist you, we have set out below some key points that you should know.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure . You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Returns in General
In general, a customer may need to return a product that is purchased from us for any number of reasons. In order to obtain any remedy from us, you must provide us with clear proof of purchase which may include a receipt or invoice we issued, or bank/credit card statement where the amount shown directly corresponds with the purchase price of the product. If we cannot be satisfied that you purchased the product from us, then we may not accept your product for return.
Any request for a product return or refund must be made within 7 days of receiving your order and be submitted in writing via email to email@example.com Our customer service staff will then evaluate your request and may seek further information from you before determining the outcome of your request.
Refunds are done only to the payment method used to purchase the original item. Please note that for any orders paid using Paypal as the payment method, we will only refund you the amount less any Paypal fees we have incurred for your purchase.
The customer is responsible for the costs of returning goods to us (except in the case of goods sent out incorrectly). Return postage of products is not refundable unless the product is deemed faulty. We will, however, forward any replacement items to you free of charge if it is deemed that Stepney Appliances is responsible for the cause/reason of the return. Any goods returned are your responsibility until they reach our warehouse. Please ensure you package your return appropriately to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us damaged, lost in transit or returned in error. In the event that an item is returned to us in an unsuitable, non-original or non-resellable condition, we may refuse your return request and have to send the product back to you at your expense and/or charge a restocking fee of up to 20%. We recommend you use a postal or courier service that is traceable and insures you for the value of the goods you are returning.
Please be advised that if you purchase a product with multiple quantities to take advantage of a discounted item price, and then decide to return any of those products for a refund, we will charge you the relevant fee based on the correct advertised price according to the final quantity that you actually ordered. Likewise, if you purchase multiple items and qualify for free shipping and then return an item for a refund, or cancel some of the items in your order which would bring your total order value under the free shipping amount, we also reserve the right to deduct the relevant shipping fee from your refund amount.
When returning goods to us, please ensure it is in the original packaging along with a copy of your order/invoice/receipt, name, address, phone number, email address, and a short description detailing the reason for your return, and send it to the following address:
25 Magill Road
Stepney SA 5069