Refund policy
RETURNS
We have a 30-day general return policy, which means you have 30 days after receiving your item to request a return.
Refunds are only offered when an item is faulty or damaged on arrival.
As per the fair trading policies of the ACCC we may offer an exchange or store credit for items that are a wrong selection or unwanted instead of a refund.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at shop@aspenz.com.au
Items sent back to us without first requesting a return will not be accepted.
Returns will need to be sent to the following address at your cost for postage (unless covered under a warranty claim).
ASPENZ Shop 2 / 18 Fearn Ave Margaret River WA 6285
You can always contact us for any return question at shop@aspenz.com.au
REASONS FOR RETURN:
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Warranty
Different brands have slightly different policies on what is covered by warranty.
In general, misuse and abuse of the product is NOT covered under warranty. Issues caused by that particular issue can be discussed with us and the manufacturers, but we cannot automatically rectify those types of issues.
All warranties are inclusive of your Australian Consumer Rights General Guarantees.
Please check your "Use and Care guide" first, then either contact the brand / supplier of the item or email us with a request for warranty service and we will guide you through the process.
A lot of products require maintenance and care to get the best results so again please email us and we will give you advice on the use and care of your item.
All Electrical items have a minimum 12 months (1 Year) warranty.
Contact the brand directly or contact Aspenz to discuss any warranty issues you may have on shop@aspenz.com.au
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food ingredients), custom products (such as special orders or personalized items), and hygiene related goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
As per the fair trading policies of the ACCC we may offer an exchange or store credit for items that are a wrong selection or unwanted, instead of a refund.
Unfortunately, we cannot accept returns on sale (clearance) items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to email a request, return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@aspenz.com.au
