Return Policy

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Our Commitment to You

At Wrozelonkhim, we are committed to providing high-quality products and services. We understand that sometimes a purchase may not meet your expectations, and we have developed this Return Policy to ensure a fair and transparent process for all our customers. This policy outlines your rights under Australian Consumer Law and explains our procedures for returns, refunds, and exchanges.

Australian Consumer Law Guarantees

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer Guarantees for Products

Under the ACL, products we supply must:

Be of acceptable quality, meaning safe, durable, free from defects, and acceptable in appearance and finish
Be fit for any disclosed purpose, meaning they must be suitable for any purpose you told us about before purchasing
Match their description, including any descriptions we provided about the product
Match any sample or demonstration model shown to you
Come with full title and ownership rights
Not carry any undisclosed securities or charges
Include available spare parts and repair facilities for a reasonable time after purchase

Consumer Guarantees for Services

Services we provide must:

Be provided with due care and skill
Be fit for any specified purpose
Be delivered within a reasonable time when no timeframe is specified

Eligibility for Returns

You may be entitled to a return, refund, or exchange in the following circumstances:

Major Failures

A major failure occurs when:

A reasonable consumer would not have purchased the product if they had known about the problem
The product is significantly different from its description, sample, or demonstration model
The product is substantially unfit for its normal purpose and cannot easily be made fit
The product is substantially unfit for a disclosed purpose and cannot easily be made fit
The product is unsafe

For a major failure, you can choose between a refund, replacement, or compensation for any drop in value.

Minor Failures

For minor failures where the product does not meet consumer guarantees but the failure is not major, we may choose to provide a repair within a reasonable time. If we cannot repair the product within a reasonable time or refuse to do so, you may choose a refund or replacement.

Change of Mind Returns

While the ACL does not require businesses to provide refunds for change of mind, we offer a goodwill change of mind policy for eligible products:

Products must be returned within 14 days of delivery
Products must be unused, undamaged, and in original packaging
Products must include all original tags, labels, and accessories
Proof of purchase is required
Custom-made or personalised items cannot be returned for change of mind
Return shipping costs are the responsibility of the customer for change of mind returns

Change of mind returns will be processed as store credit or exchange at our discretion.

How to Request a Return

To initiate a return, please follow these steps:

Contact us within the applicable timeframe with your order details and reason for return
Provide your proof of purchase (order confirmation, receipt, or invoice)
Describe the issue with the product or service, including photographs if relevant
Wait for our return authorisation and instructions before sending any items
Package items securely to prevent damage during transit
Use a trackable shipping method and retain your shipping receipt

We will assess your return request and respond within 5 business days. Please do not return items without first contacting us, as unauthorised returns may not be processed.

Refund Process

Once we receive and inspect your returned item, we will notify you of the outcome of your return request. If approved, refunds will be processed as follows:

Refunds are processed within 7-10 business days of approval
Refunds will be issued to the original payment method
Credit card refunds may take additional time to appear on your statement depending on your financial institution
For products with a major failure, we will refund the full purchase price including original shipping costs
For change of mind returns, original shipping costs are not refundable

Exchanges

If you wish to exchange a product for a different item, please follow our return process and indicate that you would like an exchange. Exchanges are subject to product availability. If the replacement item is of higher value, you will need to pay the difference. If it is of lower value, we will refund the difference.

Damaged or Faulty Products

If you receive a product that is damaged during delivery or is faulty upon arrival:

Contact us within 48 hours of receiving the product
Provide photographs clearly showing the damage or fault
Retain all original packaging for inspection if required
Do not discard or attempt to repair the product

We will arrange for the product to be collected at our expense and provide a replacement or refund as appropriate.

Design Services

Our design consultation and styling services are not eligible for refunds once the service has commenced, except where required by the ACL consumer guarantees. Design concepts and plans are custom-created for your specific needs and cannot be returned. If you are unsatisfied with our service, please contact us to discuss how we can resolve the issue.

Exclusions

The following items are not eligible for return or refund except where required by the ACL:

Custom-made or personalised products
Products that have been used, altered, or damaged by the customer
Products without proof of purchase
Items marked as final sale or non-returnable at the time of purchase

Contact Us

If you have any questions about this Return Policy or need to request a return, please contact us:

Wrozelonkhim
Level 10, 240 Queen St, Brisbane QLD 4000
Phone: +61 7 3221 1100
Email: request@wrozelonkhim.world
ABN: 40 677 386 800

Further Information

For more information about your consumer rights under Australian Consumer Law, please visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au or contact your state or territory consumer protection agency.