Returns and refunds
A. STANDARD RETURN PROCEDURE
Initial Contact and Required Information
a) To initiate a return, the customer must send an email to our customer service at info@au-chinology.com.
b) The following details are required:
i) Order number.
ii) Item details (name, reference).
iii) Specific reasons for the return (defect, non-compliance, ordering error, etc.).
iv) Complete contact information (name, postal address, email address, phone number).
Validation and Return Instructions
a) Our customer service team will review the request to ensure it complies with this policy.
b) If approved, return instructions (including the warehouse address, a return slip if required, etc.) will be provided.
Refund Processing
a) Once the returned product is received and inspected, we will proceed with a refund or exchange, as per the approved request.
b) Refunds will be processed in accordance with the timeline mentioned in Section H.3.
c) This process follows the requirements of the Australian Consumer Law (Competition and Consumer Act 2010), which mandates clear disclosure of our refund and return policies.
B. GENERAL PROVISIONS
Scope
a) This Return Policy applies to all purchases made from Chinology AU (“we” or “our company”) through our website or other official sales channels in Australia.
b) In accordance with Australian Consumer Law (ACL), certain consumer rights cannot be excluded, and this policy should be read in conjunction with those statutory rights.
Timeframe and Conditions
a) We offer a standard 30-day return window from the date of receipt, after which no refund will generally be possible unless previously agreed with our customer service.
b) All complaints must be submitted within 30 days of receiving the product. Beyond this period, no refund will be granted.
C. PRODUCTS EXCLUDED FROM THE SATISFACTION GUARANTEE FOR HYGIENE REASONS
Exclusion of Used Items
a) For public health reasons, any product that has been used, opened, or shows signs of use is not eligible for our 30-day “satisfaction or your money back” guarantee.
b) Australian Consumer Law permits us to refuse a return if the goods are not returned in a condition fit for resale due to hygiene concerns.
c) This includes products such as personal care items, items in direct contact with skin, or any product that cannot be resold without potential health or hygiene risks.
D. INCORRECT INFORMATION PROVIDED BY THE CUSTOMER
Obligation to Provide Accurate Information
a) The customer is required to provide accurate shipping information when placing an order.
b) Under standard contractual principles applicable in Australia, any inaccuracies may limit the remedies available to the customer.
Consequences
a) In the event of delivery failure or misdirection due to incorrect information provided by the customer, we cannot be held responsible, and the satisfaction guarantee may not apply.
b) Claims related to address or personal data errors solely attributable to the customer may be denied.
E. RETURN OF ITEMS FOR REFUND
Return to Our Warehouse and Proof of Shipment
a) To be eligible for our 30-day satisfaction guarantee, all returned items must be sent to our designated warehouse.
b) The customer must include a return slip (or confirmation from our support team) along with proof of shipment (tracking number or shipping receipt). Without these, the refund may be declined.
c) This requirement aligns with general e-commerce practices and helps prevent fraudulent return claims.
Condition of Returned Items
a) The product must be in its original packaging, unused (unless being returned due to a defect), and in a condition suitable for resale.
b) If the item is damaged or incomplete due to the customer’s handling, the return may be refused or only a partial refund may be granted.
F. LOST OR UNDELIVERED PACKAGES
Free Replacement
a) If a parcel is confirmed lost by the carrier or remains undelivered for reasons not related to the customer, a replacement will be shipped at no extra cost.
b) The customer must complete a statutory declaration under penalty of perjury, stating that the item was never received. Submitting false information can lead to legal consequences.
c) Fraudulent claims may be pursued under relevant Australian laws.
G. MULTIPLE ORDERS AND PARTIAL REFUNDS
Partial Returns
a) In the case of multiple items purchased, if the customer wishes to receive a refund under the guarantee, only the unused and eligible items (see Section C) can be returned.
b) The refund will be issued on a proportional basis, reflecting the number of items returned relative to the total quantity ordered.
c) Australian contract law principles allow for partial acceptance of goods where appropriate, ensuring fairness and reasonableness.
d) If the customer is not satisfied with the product, they may return the remaining unused portion of the product to obtain a partial refund.
H. BANK DISPUTES AND PUBLIC COMPLAINTS
Providing Evidence to Financial Institutions or Media Platforms
a) In the event of a bank dispute (chargeback, payment contestation) or public complaint, if the established return conditions are not met, we reserve the right to present the necessary evidence to financial institutions or social media platforms.
b) We comply with the applicable regulations, including those overseen by the Australian Securities and Investments Commission (ASIC), which allow merchants to submit evidence during payment disputes.
Defamatory or Misleading Statements
a) In case of defamatory, malicious, or knowingly false statements about our company, we reserve the right to pursue legal remedies under Australian defamation laws.
b) We encourage the customer to contact us directly to attempt an amicable resolution of any dispute.
I. OTHER RELEVANT PROVISIONS
Manufacturing Defects or Damage in Transit
a) If you receive a defective product or one that has been damaged during transit, please contact info@au-chinology.com promptly. Photo or video evidence may be requested to expedite the processing of your claim.
b) Under ACL, if a product is deemed to have a major fault, you may be entitled to a full refund or replacement. If the fault is minor, we may opt to repair or replace the product.
Non-Refundable Items
a) Items classified as “perishable” (e.g., gift cards or digital vouchers) cannot be returned for a refund.
b) Products deemed defective through no fault of the customer will be handled according to the remedies provided under Australian Consumer Law.
Refund Timelines
a) Refunds are generally processed once the returned items have been received and inspected.
b) If you have not received your refund within 14 days of our confirmation, please contact info@au-chinology.com.
Governing Law and Statutory Rights
a) This policy is governed by the laws of Australia, specifically by the Australian Consumer Law (Competition and Consumer Act 2010).
b) Nothing in this policy is intended to exclude or limit your rights under ACL, which may provide additional remedies beyond those stated herein.
J. MEDICAL EXEMPTION OR ALLERGY CLAUSE
Eligibility for Refund Due to Medical Reasons
a) If the customer is unable to use the mask due to a documented medical condition or an allergy to the mask’s materials, a refund may be considered, even if there are minor signs of use.
b) The customer must provide documentation from a licensed healthcare provider verifying the condition or allergy, along with any other supporting information requested by our customer service.
c) Once eligibility is confirmed, the refund will be processed according to the procedures described in Section E.
d) In case of irritation related to the mask, the customer must provide a photo evidencing the irritation in order to benefit from a partial refund.