Refund and Returns Policy

We are committed to ensuring your satisfaction with your purchase. If you are not completely satisfied with your order, we offer a straightforward returns and refund policy that complies with Australian consumer laws. This policy outlines how to return or exchange products and request a refund. By making a purchase with us, you agree to the terms outlined in this Return & Refund Policy.

1. Your rights under Australian Consumer Law

In accordance with the Australian Consumer Law (ACL), you have certain rights when it comes to returns and refunds. Under the ACL, if a product is faulty, not as described, or does not perform as expected, you are entitled to:

• A replacement or repair of the product
• A full or partial refund if the product cannot be repaired or replaced
• A refund if the product is not fit for its intended purpose

If the product you purchased is faulty or defective, you may be entitled to a remedy under Australian Consumer Law, regardless of our stated return policy.

2. Eligibility for returns

We accept returns under the following conditions:

• Faulty or Defective products: If your product is faulty or defective, you are entitled to a refund, repair, or replacement, as per Australian Consumer Law. Please contact us within 14 days of receiving the product to request a return.

• Change of mind: We do not accept returns for change of mind. However, we may consider returns in exceptional circumstances, but these will be handled on a case-by-case basis. You will be responsible for the return shipping cost unless the item is faulty or not as described.

• Incorrect or damaged items: If the product you received is not what you ordered or arrives damaged, please contact us within 14 days for a return, exchange, or refund.

• Unopened Products: If you want to return an unopened product, it must be in the original, undamaged packaging, and the return request must be made within 14 days of receiving the product.

3. How to return an item

If you wish to return a product, please follow these steps:

• Contact us: To initiate a return, email us at support@centradehub.com or call 04 7891 1200. Include your order number, details about the item, and the reason for the return.

• Return Authorization: Once we have reviewed your request, we will provide instructions for returning the product. You may be required to provide photos of the product if it is damaged or faulty.

• Ship the item back: After receiving return authorization, send the item back to the address provided by our customer service team. All items must be returned in their original packaging and in a resaleable condition (unless faulty).

• Return shipping costs: You are responsible for the return shipping costs unless the product is faulty, defective, or not as described. In these cases, we will cover the cost of return shipping.

4. Refund process

Once we receive and inspect the returned product, we will process your refund based on the original payment method. The time frame for receiving the refund will depend on your payment provider, but we aim to complete the refund within 7-10 business days.

• If you paid via credit card, the refund will be issued to the same card.
• If you paid via bank transfer, the refund will be issued to the same account.

Please note that we do not offer partial refunds or store credits for returns that are not eligible under Australian Consumer Law.

5. Non-Refundable items

Certain items are not eligible for return or refund under the following conditions:

• Opened or used products: If the product has been used or opened, it may not be eligible for a refund unless it is faulty or defective.
• Personalized or custom orders: Items that have been personalized or customized cannot be returned unless they are faulty.

6. Warranty information

Many of our products come with a manufacturer’s warranty. If your product is within the warranty period and is defective, you may be entitled to a repair or replacement. Please refer to the manufacturer’s warranty for specific details or contact us for assistance in processing a warranty claim.

7. Exchanges

If you wish to exchange a product for a different model, color, or size, you must return the original product and place a new order for the replacement. Exchanges are subject to availability.

8. Contact us

If you have any questions or concerns about our return and refund policy, please contact us at:

• Address: 45 Queen St, West Melbourne VIC 3000
• Email: support@centradehub.com
• Phone: 04 7891 1200