Refund policy

RETURN AND REFUND POLICY

This policy applies to physical products purchased from Sendory. Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

Change-of-mind returns

Sendory does not accept returns, exchanges or refunds where you have simply changed your mind, selected the wrong colour or size, found the product cheaper elsewhere, or no longer require the product.

This does not affect any rights you may have under the Australian Consumer Law where a product is faulty, damaged, unsafe, not as described, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Damaged, faulty or incorrect products

Please inspect your order when it arrives and contact us promptly if it is damaged, faulty, not as described, or if you received the wrong product.

Email hello@sendory.com.au with your order number, a description of the issue and, where possible, photographs.

Where a product does not meet the consumer guarantees under the Australian Consumer Law, we will provide an appropriate remedy. Depending on the circumstances, this may include a replacement, refund or another remedy required by law. We will cover reasonable return postage where required under the Australian Consumer Law or where we sent an incorrect product.

Services

This return policy applies to physical products only. Consultations, service bookings and related deposits are subject to the cancellation and rescheduling terms stated in the relevant service listing, booking confirmation or service agreement.

Exchanges

The quickest way to obtain a different product is to request an approved return and place a separate order for the replacement product. All replacements remain subject to availability.

Order cancellations

Once an order has been processed or dispatched, it cannot be cancelled. Your rights under the Australian Consumer Law remain unaffected. If you need to cancel a physical product order, contact us as soon as possible at hello@sendory.com.au.

We will try to accommodate your request, but orders that have already been processed or dispatched cannot be cancelled. Once delivered, you may request a return under the conditions above.

Refunds

We will notify you after receiving and inspecting your return.

If approved, your refund will be issued to the original payment method within 15 business days. Your bank or payment provider may require additional time to process the refund.

Delivery charges are refunded only where required by the Australian Consumer Law or where the return results from a Sendory error or qualifying product fault.

If more than 15 business days have passed since we approved your refund, please contact hello@sendory.com.au.