This Refund Policy (“Policy”) applies to purchases made through www.comx.net.au.
1. General
- (a) We offer refunds and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
- (b) Any benefits set out in this Policy may apply in addition to consumer rights under the Australian Consumer Law.
- (c) Before making a purchase, please read this Policy so that you can understand your rights and what to expect if you are not satisfied with your order.
2. Australian Consumer Law
Under the Australian Consumer Law:
- (a) Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled to:
- (i) Cancel the purchase;
- (ii) A refund for the price of the goods; and
- (iii) Compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.
- (b) For non-major failures, you are entitled to a resupply of the goods or to cancel the purchase and receive a refund.
- (c) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
- (d) Consumer Guarantees protect consumers when they buy products and services under the Australian Consumer Law.
- (e) If the Australian Consumer Law applies, it takes precedence over this Policy in case of inconsistencies.
- (f) Further information about the Australian Consumer Law is available from the Australian Competition and Consumer Commission.
If a product or service purchased from us has:
- (g) A major failure, you may be entitled to a replacement, refund, or compensation for foreseeable loss or damage.
- (h) A non-major failure, you may be entitled to have the goods replaced.
Major Failure
Under the Australian Consumer Law, a ‘major failure’ includes situations where:
- The goods are substantially unfit for their normal purpose and cannot be easily fixed within a reasonable time;
- The goods are significantly different from their description or sample;
- The goods are substantially unusable; or
- The goods are unsafe.
Dispute Resolution
In case of a dispute regarding refunds or guarantees, we follow this process:
- (i) Submit your claim in writing within 28 days of purchase.
- (ii) We will acknowledge your claim within 7 business days.
- (iii) If unresolved, the matter will be reviewed by senior management within 5 business days.
- (iv) If still unresolved, either party may seek mediation through an approved scheme or Consumer Affairs body.
Additional timeframes and requirements may apply to specific stages of the resolution process.
3. Cancellation and Change of Mind
- (a) Change of mind refunds are considered if requested within 14 days of purchase and are subject to a 15% restocking fee, provided the product is unused, in original packaging, and with proof of purchase.
- (b) Customers must prepay return shipping and ensure items are insured for their full value.
- (c) We aim to process refund requests within 5 business days and issue refunds using the original payment method unless otherwise agreed in writing.
- (d) Refund requests must include a completed Refund Request Form, photos of the product’s condition, and proof of purchase.
4. Products Damaged During Delivery
If your product was damaged during delivery:
- (a) Contact us immediately upon receipt.
- (b) Return the product in its original condition along with any packaging and items received.
- (c) We will repair or replace the damaged product, or provide a refund, if you contact us within 14 days of delivery.
5. Exceptions
We may refuse a repair, replacement, or refund if:
- (a) You misused the product, causing the problem.
- (b) You were aware of the problem before purchase.
- (c) You requested alterations to the product against our advice.
- (d) You failed to provide reasonable documentation or evidence to support your claim within 14 days of our request.
6. Shipping Costs for Returns
- (a) We cover shipping costs for products that fail to meet Consumer Guarantees under the Australian Consumer Law.
- (b) If the returned product is eligible for repair, replacement, or refund, we will reimburse reasonable postage costs.
- (c) Products that are too large or heavy to be shipped by the customer will be collected at our cost.
Shipping documentation must meet specific requirements, including proof of postage, tracking, and delivery confirmation. Processing claims may take up to 20 business days.
7. Response Time
We aim to process replacement or refund requests within 5 business days of receipt.
8. How to Return Products
- (a) Contact us at the email provided below to discuss the return process.
- (b) Refunds will be issued to the same account or card used for purchase, unless agreed otherwise in writing.
- (c) Proof of purchase is required for refunds, repairs, or replacements.
9. Contact Us
If you wish to discuss this Policy, refunds, or replacements, contact us at: sales@comx.shop.