Refund policy
Returns & Refund Policy
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). For a major failure with a product, you are entitled to choose a refund or replacement, and to compensation for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have the goods repaired or replaced within a reasonable time.
These rights apply to all products, including items purchased on sale, and apply in addition to — and are not limited by — the Returns Policy set out below.
Returns (Change of Mind)
We offer a 30-day change-of-mind return window. You have 30 days after receiving your item to request a return.
To be eligible for a change-of-mind return, your item must be:
- In the same condition that you received it
- Unused, with any tags attached
- In its original packaging
- Accompanied by the receipt or proof of purchase
To start a return, contact us at upgradedvision@use.startmail.com. Please do not send any item back before contacting us — items sent back without first requesting a return cannot be processed.
Once your request is approved, we will send you the correct return address along with instructions on how and where to send your package. For change-of-mind returns, the cost of return shipping is the customer's responsibility, and the original shipping cost (if any) is non-refundable.
This change-of-mind policy is offered in addition to, and does not affect, your rights under the Australian Consumer Law described above.
Damaged, Defective or Incorrect Items
Please inspect your order on arrival and contact us immediately at upgradedvision@use.startmail.com if your item is defective, damaged, or if you receive the wrong item.
Where an item is defective, damaged in transit, or not as described, you do not need to pay for return shipping, and you may be entitled to a refund, replacement or repair in accordance with the Australian Consumer Law. We will assess each case and make it right. In many cases we can resolve the issue without requiring the item to be returned.
Refunds
We will notify you once we have received and inspected your return (where a return is required) and let you know whether your refund has been approved.
If approved, you will be refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at upgradedvision@use.startmail.com.
Exchanges
The fastest way to get the item you want is to return the eligible item and, once the return is accepted, place a separate order for the new item.
Non-Returnable Items (Change of Mind Only)
The following cannot be returned for change of mind: gift cards, and any clearly marked final-sale items.
This exclusion applies to change of mind only. It does not limit your rights under the Australian Consumer Law if an item is faulty, not as described, or not fit for its stated purpose — those rights apply to all products, including sale items.
European Union 14-Day Cooling-Off Period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be in the same condition that you received it, unused, with tags and in its original packaging, with proof of purchase.
Contact
For any return or refund question, contact us at upgradedvision@use.startmail.com.
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