SAME DAY DISPATCH FROM BRISBANE WAREHOUSE
Cart 0
SAME DAY DISPATCH FROM BRISBANE WAREHOUSE
Cart 0

Refund policy

This policy explains your rights under the Australian Consumer Law (ACL) and our voluntary change-of-mind returns process. Nothing in this policy excludes, restricts or modifies any of your rights under the Australian Consumer Law.

Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

  • Major failure (for example, the goods are unsafe, substantially unfit for their normal purpose and cannot easily be fixed, or significantly different from their description): you may choose a full refund or a replacement. We will also cover reasonable return shipping costs and, where applicable, refund the original shipping cost.
  • Minor failure: we will repair or replace the goods at our cost within a reasonable time. If we cannot do so, you may be entitled to a refund or other remedy.

To make a claim under the ACL, contact us promptly at admin@westsupply.com.au with your order number and details (including photos) of the problem. We may require the item to be returned for assessment. Where the goods fail to meet a consumer guarantee, return shipping is at our expense (we will provide a prepaid label or reimburse reasonable costs on production of a receipt).

These statutory rights apply regardless of any time limits or conditions in our voluntary change-of-mind policy below.

Change of Mind Returns (Voluntary Policy)

We offer a 30-day change-of-mind return window from the date you receive the goods.

Eligibility

  • Item must be unused, unworn/unused, in the same condition you received it, with all original packaging, tags, seals and accessories intact.
  • You must provide proof of purchase (order confirmation or receipt).
  • The return request must be made within 30 days of delivery.

Non-returnable items for change of mind For hygiene, safety and product-integrity reasons the following cannot be returned under this voluntary policy:

  • Opened or used personal care, beauty, health or hygiene products (including but not limited to skincare, cosmetics, supplements with broken seals, antiperspirants and similar items).
  • Perishable goods.
  • Custom or personalised items.
  • Hazardous materials, flammable liquids or gases.

This exclusion does not affect your rights under the Australian Consumer Law if the product is faulty or fails to meet a consumer guarantee.

How to start a change-of-mind return

  1. Contact us at admin@westsupply.com.au within 30 days of delivery. Include your order number and the reason for return.
  2. If the return is approved we will provide instructions and the return address. Items sent back without prior authorisation will not be accepted.
  3. You are responsible for the cost of return shipping.
  4. A 10% restocking fee applies to all approved change-of-mind returns.
  5. Once we receive and inspect the item we will notify you of the outcome (normally within a few business days of receipt).

Refunds for change of mind If approved, we will refund the purchase price of the item (less the 10% restocking fee) to your original payment method. Original outbound shipping charges are non-refundable. It may take additional time for your bank or card issuer to process and post the refund after we have issued it.

Exchanges We do not process direct exchanges. Please return the original item under this policy and place a new order for the item you want.

Damaged, Defective or Incorrect Items

Please inspect your order on receipt. Contact us immediately at admin@westsupply.com.au if any item is damaged, defective or incorrect, providing your order number and photos. We will resolve the matter in accordance with your rights under the Australian Consumer Law (or at our discretion for minor non-ACL issues).

Contact

For all returns, refunds, shipping queries or related matters: admin@westsupply.com.au