Warranty, Refund and Return Policy

This policy applies to purchases from Auchampx. In this policy, “we”, “us” and “our” refer to Auchampx, and “you” and “your” refer to our customers.

1. Your Rights Under 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.

The benefits provided by our warranty are in addition to your other rights and remedies under Australian Consumer Law. Nothing in this policy, a product listing or a supplier’s warranty limits those rights. Consumer guarantee rights may continue beyond our express warranty period.

The 14-day request period, unopened-packaging requirements and 20% restocking fee below apply only to change-of-mind returns. They do not apply to remedies you are entitled to under Australian Consumer Law.

2. Our Product Warranty

In addition to your statutory rights, we provide a 12-month warranty from delivery for products that develop faults or are received damaged, unless a different express warranty period is stated on the product listing at the time of purchase.

Our additional warranty does not cover accessories or items identified as bonus gifts, unless the product listing states otherwise. It also does not cover faults or damage caused by:

• Normal wear and tear.
• Incorrect assembly or modification.
• Misuse, abuse or abnormal use.
• Failure to follow reasonable maintenance or care instructions.

Damage to external packaging alone is not covered by our additional warranty if the product itself is unaffected. These exclusions do not remove any applicable consumer guarantee rights, including rights relating to accessories or bonus gifts supplied with a purchase.

We assess claims individually and provide an appropriate remedy. For a major failure, you may choose a refund or replacement, or keep the product and seek compensation for its reduced value. For a minor problem that can be remedied, we may arrange a repair within a reasonable time. If we cannot or do not remedy it within a reasonable time, you may have further rights under Australian Consumer Law.

Where appropriate, we may supply missing or replacement parts. We will only provide an alternative product, store credit or another agreed solution with your consent where it replaces a remedy you are otherwise entitled to. You are not required to accept store credit instead of an entitled refund.

3. Reporting Faults, Damage, Incorrect Items or Missing Parts

Email support@auchampx.com with:

• Your order number or other reasonable proof of purchase.
• The product name and the quantity of affected items or missing parts.
• A description of the issue and your preferred resolution.
• Clear photos or videos showing the issue, where reasonably possible. For missing parts, marking the relevant part in the instruction manual can help.

If you cannot provide photos or videos, contact us so we can discuss another way to assess the issue. Original packaging is not required for an Australian Consumer Law claim.

Please keep the product available for assessment and contact us before returning or disposing of it. We may need to inspect it to determine the appropriate remedy. If the product may be unsafe, stop using it and contact us for safe handling instructions.

For validated missing-part claims, we aim to dispatch available spare parts within two working days after confirming availability. If parts cannot be supplied within a reasonable time, we will provide an appropriate alternative remedy in accordance with Australian Consumer Law.

4. Return Costs for Faulty or Incorrect Products

For valid claims under our warranty or Australian Consumer Law, and where we have supplied an incorrect item, we will cover reasonable return costs. We will provide return instructions and, where appropriate, a prepaid label or collection arrangement. For large or heavy faulty goods that cannot be returned without significant cost, we will arrange collection at our expense.

If you have already paid reasonable return costs for a valid claim, email your receipt and order details to support@auchampx.com to request reimbursement. A missing prepaid label does not, by itself, remove your right to reimbursement.

If assessment finds no problem covered by our warranty or consumer guarantees, we will explain the outcome. Any proposed inspection, collection or delivery charges will be disclosed in advance; we will obtain your agreement before incurring those charges.

No restocking fee applies to a valid faulty-product claim, an incorrect item supplied by us, or any return for which you are entitled to a remedy under Australian Consumer Law.

5. Change-of-Mind Returns

If you no longer want an item, you must email support@auchampx.com within 14 calendar days of delivery to request a change-of-mind return.

To be eligible, the product must be unused, unassembled and in its original, unopened packaging, with all included parts, accessories and manuals. We do not accept change-of-mind returns for:

• Health and safety products.
• Bulk purchases, including pallet purchases or bulk orders collected by the customer.
• Products whose packaging has been opened.

These exclusions apply only to change-of-mind returns and do not affect your statutory rights.

20% Restocking Fee and Shipping Costs

All approved change-of-mind returns are subject to a restocking fee of 20% of the price actually paid for the returned item, after discounts and excluding separately charged shipping. This fee is deducted from your refund.

• If you arrange return shipping: you pay the carrier directly. We deduct the 20% restocking fee from the item refund.
• If we provide a return label or arrange collection: we deduct the 20% restocking fee and the agreed return shipping cost from the item refund. We will disclose that shipping cost before you agree to the arrangement.
• If you request a return to sender after dispatch: the same 20% restocking fee applies to an approved change-of-mind return, together with any actual return-to-sender shipping cost disclosed to you before the arrangement is agreed.

For change-of-mind returns, any original shipping fee paid at checkout is non-refundable once the delivery service has been provided, as that service has already been performed. This is separate from the 20% restocking fee and any return shipping costs. This restriction does not apply where you are entitled to reimbursement under Australian Consumer Law. We do not deduct an undisclosed original delivery charge from an item sold with free shipping. Return shipping is charged only once.

Example: if you paid A$200 for an item plus A$30 for original shipping, your total payment was A$230. For a change-of-mind return after delivery, the A$30 original shipping fee is not refunded and the restocking fee is A$40 (20% of A$200). You receive a refund of A$160 if you arrange and pay for return shipping separately. If we instead provide an agreed A$25 return label, we deduct that cost as well and you receive a refund of A$135. The shipping amounts in this example are illustrative, not fixed fees.

How to Request a Change-of-Mind Return

1. Email us within 14 calendar days of delivery with your order number, the item you wish to return and clear photos showing the unopened packaging and its condition.
2. Wait for written approval and the correct return address. Do not send the item to an address on the original shipping label unless we instruct you to do so.
3. Return the approved item following our instructions. Package it securely and retain your tracking details and proof of postage.
4. Once the item arrives, we will inspect it against the eligibility conditions and confirm the refund and applicable deductions. If it does not meet those conditions, we will explain the issue and discuss the next steps with you.

Unauthorised change-of-mind returns may be declined. This approval requirement does not limit your rights under Australian Consumer Law.

6. Delivery Issues and Returns to Sender

Please check your delivery details carefully. If an item is returned solely because you provided an incorrect or incomplete address, or did not collect it after reasonable delivery or collection notice, we will contact you about redelivery or an eligible return.

If you choose redelivery, we will advise you of any actual return-to-sender and redelivery costs before proceeding. If an eligible refund is agreed instead, the change-of-mind conditions and 20% restocking fee apply. We will explain any shipping deductions and will not charge the same cost twice.

These charges do not apply where the return results from our error, a carrier error, or circumstances giving you a statutory right to a remedy.

If delivery is overdue or tracking appears incorrect, please contact us promptly so we can investigate with the carrier. Delays may occur due to severe weather or other disruptions, but this does not remove your rights under Australian Consumer Law.

If you accidentally return the wrong item, contact us promptly. We will take reasonable care of an item received by us and discuss arrangements for its return, including any reasonable shipping cost, before proceeding.

7. Mattress Returns

Mattresses are supplied in specialised packaging and cannot be repacked into their original form after opening. We therefore do not accept change-of-mind returns once the mattress packaging has been opened.

An unopened mattress may be eligible under the change-of-mind conditions above, including the 14-day request period, 20% restocking fee and applicable shipping costs.

This restriction does not apply to faulty, damaged, incorrectly supplied or misdescribed mattresses, or otherwise limit your rights under Australian Consumer Law.

8. Refunds

Approved refunds will be processed promptly using the original payment method wherever possible. If that method is unavailable, we will agree on a suitable alternative with you. Your payment provider may require additional time for the funds to appear.

For change-of-mind returns, refunds are processed after the returned item has been received and assessed. We will confirm the refund amount and any deductions. For consumer guarantee claims, the remedy and any assessment or return requirements will be handled in accordance with Australian Consumer Law.

9. Product Recalls

If a product is recalled, we will provide the relevant safety instructions and remedy process. Follow the recall notice and stop using the product if instructed.

10. Contact and Warranty Provider

Trading name: Auchampx
Legal business name: [INSERT LEGAL BUSINESS NAME]
Business address: [INSERT BUSINESS ADDRESS]
Telephone: [INSERT CONTACT PHONE NUMBER]
Email: support@auchampx.com

You may make a warranty claim by email or by writing to the business address above. Please contact us for the correct product return address before sending goods, as return locations may vary by product.