Refund policy

Return and Refund Policy

At Innovations Australia Pty Ltd, we strive to provide high-quality products and excellent customer service. However, we understand that there may be instances where you need to return a product. This Return and Refund Policy outlines the conditions under which returns, refunds, or exchanges may be accepted. Please read it carefully to ensure your experience is as smooth as possible.

Return Window and Product Condition

  • Returns must be initiated within 7 days of receiving the product.
  • Products must be returned in their original condition, including all packaging, accessories, and documentation. Products that show signs of use, damage, or missing components may not be eligible for a refund or exchange.
  • Custom Made, Built-to-Order, or Special Ordered Products are not eligible for return unless they are deemed defective.

Proof of Purchase

  • To process any return, refund, or exchange, you must provide clear proof of purchase (e.g., an invoice or receipt).
  • If proof of purchase cannot be established, we reserve the right to refuse the return in accordance with Australian Consumer Law.

Assessment of Returned Products

In-Store Assessment:

If the product fault can be safely and clearly determined in-store, we will offer a refund, exchange, or repair based on the type of fault (major or minor).

Manufacturer Assessment:

If the fault cannot be determined in-store, we will consult with the manufacturer or repair agent. They will determine whether:

  • There is no fault found.
  • There is a minor fault that can be repaired within a reasonable timeframe.
  • There is a major fault requiring a replacement or refund.
  • The product has been damaged or misused.

If no fault is found, the product will be returned to you, and you may incur return freight costs.

Dead on Arrival (DOA) Products

If a product is found to be Dead on Arrival, return shipping costs will be covered by Innovations Australia Pty Ltd.

Non-Refundable and Non-Returnable Products

The following products are not eligible for return, unless they breach guarantees under the Australian Consumer Law:

  • Custom Made or Built-to-Order Products.
  • Special Ordered Products.

Refund and Exchange Process

  • When a refund is granted, the original purchase price will be refunded using the same payment method indicated on your invoice.
  • Any fees charged by third-party payment providers (such as PayPal, AfterPay, ZIP, credit card processors, or other payment gateways) are non-refundable.
  • Refunds will be issued in Australian Dollars. If you made the payment in another currency, the exchange rate on the day of the refund will apply. Any loss, including bank charges due to currency conversion, will be borne by the customer.

Electronic Data Disclaimer

If returning items capable of storing data (e.g., cameras or media cards), please back up your data before returning. We are not responsible for the loss of any stored data during assessment or repair.

Repair Notice

In some cases, goods presented for repair may be replaced with refurbished goods of the same type or repaired using refurbished parts.

Troubleshooting Assistance

If you encounter issues with your product, we recommend contacting our support team before initiating a return. Many problems can be resolved through troubleshooting, eliminating the need for a return.

We aim to ensure that every customer interaction is fair and compliant with Australian Consumer Law. For further assistance, please contact our customer service team: