Refund policy
Returns
Nothing in this policy limits or replaces your rights under the Australian Consumer Law. If an item is faulty, not fit for purpose, or does not match its description, you are entitled to a repair, replacement or refund regardless of the timeframes and conditions set out below.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Non-Returnable Items
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
· Gift cards
· Downloadable software products
· Some health and personal care items
Partial Refunds
There are certain situations where only partial refunds are granted:
· Books with obvious signs of use
· CDs, DVDs, VHS tapes, software, video games, cassette tapes or vinyl records that have been opened
· Any item not in its original condition, or that is damaged or missing parts for reasons not due to our error
· Any item returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 to 10 business days of approval.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at admin@durokleen.com.
Sale Items
Only regularly priced items may be refunded under this policy; unfortunately, sale items cannot be refunded for change of mind. This does not affect your right to a remedy if a sale item is faulty or otherwise fails a consumer guarantee.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, email us at admin@durokleen.com and send your item to: DuroKleen Australia, Factory 9, 105–107 Northcorp Boulevard, Broadmeadows VIC 3047, Australia.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver, who will be notified of your return.
Shipping
To return your product, you should mail it to: DuroKleen Australia, Factory 9, 105–107 Northcorp Boulevard, Broadmeadows VIC 3047, Australia.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you are shipping an item valued over AU$75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact Us
If you have any questions about this policy, a return or a refund, please contact us:
Phone: 1800 794 737 (Monday to Friday, 9:00 am – 5:00 pm Melbourne time)
Email: admin@durokleen.com
Post: DuroKleen Australia, Factory 9, 105–107 Northcorp Boulevard, Broadmeadows VIC 3047, Australia