Returns Policy (ACL-Compliant)
CONSUMER GUARANTEES
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a remedy if a product or service you purchase fails to meet these guarantees.
MAJOR FAILURES
If a product or service has a major problem, you are entitled to choose between:
A refund of the purchase price, or
A replacement of the product (same type and value).
A major problem includes situations where the product:
Is unsafe;
Is significantly different from its description, sample, or demonstration model;
Cannot be used for its intended purpose; or
Would not have been purchased if the issue had been known.
MINOR FAILURES
If a product has a minor problem (one that can be fixed within a reasonable time and does not significantly impact its use or value), we will:
Provide a free repair; or
At our discretion, offer a replacement or refund.
QUESTION ONE: Has there been a MAJOR failure?
Is the product/service unsafe?
Is the product/service significantly different from its description/images?
Can the product/service be used for its intended purpose?
Would you have purchased the product/service if the issue had been known?
If you answered “yes” to one of these questions, you can choose between a product replacement (same type and value) or a full refund.
PROOF OF PURCHASE
To obtain a remedy, you may be asked to provide proof of purchase (e.g., receipt, bank statement, or order confirmation). Goods do not need to be returned in their original packaging for you to be eligible for a remedy.
CHANGE OF MIND RETURNS
We are not required under ACL to accept returns for change of mind. However, as a goodwill gesture, we may offer exchanges or store credit subject to the following conditions:
Items must be returned within 14 days;
Items must be in original condition and packaging;
Proof of purchase must be provided.
ONLINE PURCHASES
The same ACL rights apply to online purchases. If a product fails to meet consumer guarantees, we will cover reasonable return shipping costs.
EXCLUSIONS
This policy does not cover:
Damage caused by misuse, neglect, or improper care,
Products altered or repaired by someone other than us or the manufacturer,
Change of mind returns outside our goodwill timeframe.
HOW TO WORK OUT IF YOU ARE ELIGIBLE FOR A REMEDY
QUESTION THREE: Have you changed your mind about the product purchase?
If this is about a resume/cover letter/selection criteria etc writing service? If it is, have you changed your mind before having the initial consultation/meeting?
Has it been equal to or less than 14 days since your purchase?
Is the product in its original condition and packaging (i.e. can it be resold)?
Do you have proof of purchase (if you don’t, contact us anyway - we may be able to find your proof of purchase on our system)?
If you answered “yes” to these questions, then reach out to us to return the product in exchange for another product of equal or lesser value, or a gift card or credit for the same value.
Note re writing service: if you have changed your mind after your first consultation and/or work has already begun on your order, then only a partial credit is available, depending on the stage of work already completed.
QUESTION TWO: Has there been a MINOR failure?
Is the product/service subject to a problem that can be fixed within a reasonable time and does not significantly impact its use or value?
Has the product been damaged by misuse, neglect or improper care?
Has the product been altered or repaired by someone other than us or the manufacturer?
If you answered “yes” to this question, we will offer you the option for free repair, or (at our discretion) offer a replacement or refund.