Return Assurance
What Return Assurance is
Return Assurance is an optional checkout add-on that provides extra cover if a return or exchange shipment is lost, damaged, or stolen while in a courier’s custody.
Your standard consumer protections under Australian law apply regardless of whether this add-on is selected. It applies only to orders placed and returned within Australia.
What it covers
When added, Return Assurance includes cover for:
• Courier loss while in custody
• Damage occurring during courier handling or transit
• Theft while the parcel is in the courier’s custody
• The return journey to our warehouse
• The replacement or exchange shipment sent back to you
Coverage applies only during courier transit.
What it does not cover
Return Assurance:
• Does not cover return shipping costs
• Does not alter standard return eligibility
• Does not cover customer-caused damage, misuse, or wear
• Does not apply to damage occurring prior to courier acceptance
Customers remain responsible for arranging and paying for return shipping.
Eligibility requirements
To qualify for Return Assurance:
• Returns must be sent via a tracked courier service
• Tracking must confirm courier acceptance
• Parcels must be packaged appropriately for transit
• Courier confirmation is required where loss, theft, or damage is claimed
Untracked or improperly packaged returns are not eligible.
Damage verification process
To prevent disputes and misuse:
• All items are checked and recorded prior to dispatch
• All returned items are checked and recorded upon receipt
• External packaging damage is assessed in context with item condition
• We assess whether damage is consistent with courier handling
Return Assurance will not apply where damage is assessed as having occurred before the parcel entered courier custody, including intentional or negligent damage.
Why this exists
Return Assurance is designed to simplify resolution of genuine courier-related issues and avoid prolonged disputes when rare transit problems occur.
Resolution outcomes
Where Return Assurance applies, we will provide:
• A replacement item, or
• Store credit
Refunds are processed in line with our standard policy and applicable consumer protections.
