Refund policy

Overview

We strive to ensure your satisfaction with every order. If you wish to return a product, please review the following details carefully:

  • Return Period: Returns must be initiated within 14 days of receipt. Returns requested after this period will not be accepted.
  • Shipping Costs: Customers are responsible for all return shipping costs.
  • Return Destination: All returns must be sent to our fulfillment center in China.
  • Customs Clearance: The buyer must select a delivery method that ensures proper customs clearance. If the recipient's customs clearance logistics method is used, the warehouse will be unable to receive the goods. Buyers are strongly advised to consult their local logistics provider for guidance on how to handle customs clearance.
  • Tracking Number Requirement: Returns must include a track and trace number, which must be shared with us. Without a tracking number, we cannot process your return, and no refund will be issued.

Can I Return My Order?

Yes, you can return your order under the following conditions:

  • All original parts and components must be included, and the product must be in its original packaging and in the same condition as received.
  • The product must not be damaged due to improper handling. Only normal handling is acceptable.
  • Hygiene-sensitive products must be thoroughly cleaned before being returned.
  • Any defects or damage must be reported immediately upon receipt.

How to Return Your Order

If your order qualifies for a return, follow these steps:

  1. Contact Us: Send an email to info@refined-melbourne.com with the following details:

    • Your order number
    • The reason for the return
    • A photo of the product (if broken or defective)
    • Your first and last name
    • Your full address

  2. Wait for Instructions: Our team will provide you with the correct return address.

  3. Important Notes:

    • Do not send the return to the sender’s address. Returns sent to the incorrect address may be destroyed, and no refund will be issued.
    • The cost of return shipping is the responsibility of the customer.
    • Always use a track and trace number for your return and share this number with us. Without it, the return cannot be processed, and no refund will be provided.
    • Consult your local logistics provider to ensure proper customs clearance for the return shipment.

Right of Cancellation

You have the right to cancel your order within 14 days of receipt. Notify us in clear terms (e.g., via email) of your decision to cancel. Cancellation is effective once we have received the returned goods. Return shipping costs are the responsibility of the customer.

Cancellation Details

  • The cancellation period lasts for 14 days from the day you, or a third party (other than the carrier), receives the last item in your order.
  • Due to our automated systems, orders are processed 15 minutes after being placed. after the order is processed, cancellation is not possible until the goods are delivered. At that point, you may initiate a return.

Refund Timeline

Once we receive your returned goods, we will process your refund within 14 days. Refunds will be issued using the same payment method as the original transaction unless otherwise agreed. Delivery charges are not refundable.

For any questions or further clarification, please reach out to us at info@refined-melbourne.com.