Effective Date: 1st January 2026
At Waterproof Papers Pty Ltd, we are committed to providing high-quality products and excellent customer service. This Refund Policy outlines the terms under which refunds, returns, and exchanges are provided.
1. Change of Mind
We do not offer refunds for change of mind. However, we may offer an exchange or store credit at our discretion if:
- The request is made within 14 days of purchase.
- The product is unused, unopened, and in its original packaging.
- Proof of purchase is provided.
- Note: Customers are responsible for all return shipping costs for change-of-mind requests.
2. Faulty or Damaged Products
If a product is faulty, damaged, or not of acceptable quality, you are entitled to a remedy under Australian Consumer Law. You may choose:
- A replacement product, or
- A full refund
To be eligible:
- Notify us within 7 days of receiving the item.
- Provide clear photos and a description of the issue.
- Return the product if requested.
- We will cover reasonable return shipping costs for faulty or damaged items.
3. Incorrect Orders
If you receive an incorrect item:
- Contact us within 7 days of delivery.
- We will arrange a replacement or refund.
- We will cover return shipping costs where applicable.
4. Custom or Special Orders
Custom-made or special-order products are non-refundable unless they are faulty or defective.
5. Refund Process
Once your return is received and inspected:
- Approved refunds will be processed within 5-10 business days.
- Refunds will be issued via the original payment method.
- Shipping fees are non-refundable unless the return is due to our error.
6. How to Request a Return or Refund
To initiate a return or refund, please contact us with your order number, proof of purchase, and details of the issue.
- Email: [email protected]
- Phone: 1300 607 600
7. Consumer Rights
This policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes or limits those rights.