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Returns and Refunds

Our 90-Day Customer Guarantee

How to return an item

Returns & Refunds after 90 Days

International Order Returns

 

The Right Buy 90 Day Peace of Mind Guarantee!

 

What’s included in your 90 Day Peace of Mind Guarantee?

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Others

Insured against transit loss or transit damage in Australia, no matter what the product is

YES

Generally no. Additional Insurance cost payable by customer for breakables.

Tracking and investigation with courier service on your behalf if any delays

YES

Varies. You may be referred directly to courier.

FREE delivery in Australia

YES*~

(Express service is additional)

(Note shipping for bulky items eg furniture & wall art will be deducted if returned due to change of mind)

Varies

90 Days to return an item (damaged shipment, defective product, change of mind) *

YES^

Varies. Maybe restricted to 48 hrs to a few days to evaluate goods for shipping damage. No change of mind on certain products.

Refunds for change of mind up to 90 Days

YES^~

Varies. Maybe store credit only.

FREE Return shipping*

YES*~ (not available for bulky items eg furniture & wall art)

Generally no. You may need  to pay shipping costs unless defective

Liason on your behalf with manufacturers on warranty issues for replacements

YES

Varies. Customer maybe told to deal with manufacturer warranty departments themselves

Replacements/Refunds provided without needing to return goods if an issue (ie for breakables, large/heavy items etc)*

YES

(photographic evidence must be provided)

Varies but generally has to be returned first.

Replacement products sent no questions asked (obviously we don't want this to happen but occasionally we and our suppliers could make a mistake)

YES as long as customer agrees to return wrong product

(customer lodges using our pre-paid return label at post office or for bulk items, courier pickup required - this takes longer to organise)

Varies. May require photo before any action taken. Also may require product all the way back to warehouse before sending correct product.

 
 
 *The 9 guarantees for goods that form Consumer Guarantees under the Australian Consumer Law apply. Nothing in our Returns & Refunds policies excludes the application of those guarantees.
 

The conditions of our 90 Day Peace of Mind Guarantee:

  • Applies from the date of purchase
  • ^If you don't want the item (excluding bulky items), you can return it within Australia at no charge to you as long as the item has its original labels, is in its original condition and unopened packaging with all components and tags and is resaleable. It cannot be assembled. Original condition means that the item must have no marks or hairs (human or pet).
  • ~For Bulky items (ie any box/carton that is over 120cm on the longest side or is furniture/wall art), if you don't want the item, you can return it within Australia however we will deduct the cost of shipping to you and on return (up to $100 each way). We need to use couriers due to the size for the return as they are too big for Aust Post eParcel returns. We will provide a refund as long as the item has its original labels, is in its original condition and unopened packaging with all components and tags and is resaleable. It cannot be assembled. Please also note this can take up to 2 weeks to organise as we give priority to customer faults/warranty pickups over change of minds.
  • If the item is lost during delivery to an address in Australia, we will replace it for you at no charge to you;
  • If you find something faulty with the item, you can return it at no charge for a replacement/part replacement within the manufacturers warranty period. Refunds are only provided if the manufacturer authorises it as per Australian consumer law (ie a continually defective product or no replacement available).
  • If you need to return an item, the return shipping costs are at no charge from within Australia. If customers pay for express shipping, we cannot reimburse this portion. For outside of Australia, please click here.
 
How to Return an Item (within 90 Days)

The conditions: 

  • Applies from the date of purchase
  • If you don't want the item (excluding bulky items), you can return it within Australia at no charge to you as long as the item has its original labels, is in its original condition and unopened packaging with all components and tags and is resaleable . It cannot be assembled. Original condition means that the item must have no marks or hairs (human or pet) (i.e new).
  • ~For Bulky items (ie any box/carton that is over 120cm on the longest side or is furniture/wall art), if you don't want the item, you can return it within Australia however we will deduct the cost of shipping to you and on return up to $100 each way. We need to use couriers due to the size for the return as they are too big for Aust Post eParcel returns. We will provide a refund as long as the item has its original labels, is in its original condition and unopened packaging with all components and tags and is resaleable. It cannot be assembled. Please also note this can take up to 2 weeks to organise as we give priority to customer faults/warranty pickups over change of minds.
  • If you find something faulty with the item, you can return it at no charge for a replacement/part replacement within the manufacturers warranty period. Refunds are only provided if the manufacturer authorises it as per Australian consumer law (ie a continually defective product or no replacement available). Sending photos (if applicable) will really help and often alleviate the need to return the item. We can request the manufacturer under warranty to send replacements without needing the damaged item to be returned. Email help@rightbuy.com.au with the photos. Please note this can take between 1-4 weeks and depends upon the manufacturers warranty processes - we'll do our best to expedite it but like every other retailer, we cannot control the manufacturer warranty processing timeframes. We'll do our best to keep you informed and advise you if the manufacturer needs to approve before any refund/replacement is issued first.
  • If you need to return an item, the return shipping costs are at no charge from within Australia as long as you use our prepaid returns service. We cannot refund customers for any express shipping. If you pay for returning yourself, we cannot reimburse as we are unable to return more than the price of the goods.
  • We use Australia Post eParcel Returns service for the majority of returns including change-of-mind. We'll use a courier when the issue is with regards to wrong item/defect/broken, but not for change of mind even if the original delivery was via courier. For outside of Australia, please click here.
  • If the item being returned means the original order only has 1 unit left (where it was part of a multiple unit purchase and both received an automatic 5% off), the full amount of the item will be charged and the 5% discount removed automatically. The same applies for the first order discount offer - any returned item leaving the order value below the offer threshold means we cannot provide the first order discount. We appreciate customers understanding in these situations as we cannot offer the 5% discount or first order discount on top of pre-paid return shipping.
  • If the product has been returned for any other reason apart from damage/not working and is not in original condition (ie not in original product packaging with all components and tags, has been washed or has marks or hairs or is obviously not new), then the refund will not be processed. It will be at our discretion if we partially refund or send it back on an untracked Australia Post service as it depends upon postal charges. 

 

The returns process:

  1. We will usually process your return request within a day. If we need photos of any product issues, we'll ask for those otherwise you will receive an email (if you are in Australia) from us Australia Post with the pre-paid Return Shipping label. NOTE: for bulky items where a courier pickup is required for change-of-mind items, this can take up to 7-14 days. For outside of Australia, please click here.
  2. Follow the instructions on the label
  3. Pack up the product as best as you can in the original product packaging. If the original product packaging has been accidently damaged, please tell us in advance.
  4. IMPORTANT: Then wrap the product so that it is all covered up in whatever you have laying around (garbage bags etc). This is critical to minimise theft and damage through the postage system. If the product comes back not wrapped and as a result, it is either unsaleable, damaged or stolen, we will be unable to refund you.
  5. You can either lodge at an Australia Post retail outlet or drop in a postal box. If you need the replacement quickly, then lodging at Australia Post is the quickest as you can advise us you've done it and then we can send the replacement without needing to wait for the original item to arrive in our warehouse. For outside of Australia, please click here.
  6. Refunds, replacements or exchanges generally occur once the item has been examined and we aim to process within 7 days from when it is returned to our warehouse. In busier times or if an issue is discovered, this maybe longer. 
  7. Any return/exchange for 'change of mind' are processed at a lower priority than other returns as we want to focus on ensuring those customers with damage or other issues are processed first. We appreciate our customers understanding in these situations.

  

Just fill out this simple form to start the returns process.

 

Returns & Refunds after 90 Days

 

If you have just changed your mind, we are unable to refund or replace beyond the 90 Days. 

In the rare instance you discover a problem with a product after 90 Days from date of purchase with us, please contact us. We'll do our best to assist by assessing what can be done for you. The Consumer Guarantees under the Australian Law do apply. For more information, visit www.consumerlaw.gov.au.

Manufacturers Warranties with details must be clearly stated on the product or packaging as of January 1 2012 as required by Australian Consumer Law. If we advise that the problem relates to a product fault and is a warranty claim, we'll most likely arrange for the supplier/original manufacturer to liase with you directly so that you can get a suitable remedy.

If the problem is not covered by either a Manufacturers Warranty or Consumer Guarantees under Australian Consumer Law, we will discuss with you what remedy may be available that is fair to both parties. A refund or replacement is at our discretion after examining all factors including time the product has been used, photographic evidence of damage, purchase and return history.

 

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International Order Returns

Whilst we can provide refunds under our 90-Day Peace of Mind Guarantee, refunds for customers outside of Australia will be for the product cost only, not the shipping costs. Return costs for customers outside of Australia will have to be paid by the customer. 

Please email help@rightbuy.com.au if you have any questions.