Refund Policy

FindersKeepers Co - Returns & Refund Policy

At FindersKeepers Co, customer satisfaction is our top priority. We strictly adhere to the Australian Consumer Law (ACL) to ensure your rights are protected. Before making a purchase, please review our Returns & Refund Policy carefully. By completing your purchase, you agree to the following terms and conditions.

SECTION 1 - Returns & Refunds

1.1 - Refund Eligibility

We offer a 14-day refund policy for eligible returns. To qualify for a refund, the following conditions must be met:

  • The item is faulty, significantly different from its description, or not fit for its intended purpose.
  • The request is submitted within 14 days of receiving the item.
  • The product must be in its original condition—unused, undamaged, and with its original packaging, including any accessories or manuals.

1.2 - Ineligible Refund Situations

Refunds will not be provided under the following circumstances:

  • Change of mind.
  • Subjective dissatisfaction (e.g., perceived poor quality) unless the product is deemed not of acceptable quality under ACL.
  • Damage caused by misuse, neglect, or improper use of the product.
  • Claims made after the 14-day window, unless the issue involves a major fault covered under ACL.
  • Products that have been altered or used contrary to their intended purpose.

1.3 - Faulty or Damaged Items

If you receive a product that is faulty or damaged, you are entitled to a repair, replacement, or refund as required under Australian Consumer Law.

To process a claim:

  • Contact us via the Contact Us page on our website as soon as the issue is identified.
  • Provide evidence of the fault (e.g., photos, videos).
  • In cases of a major fault (e.g., a product that is unsafe or cannot be repaired within a reasonable time), you may request a refund or replacement.

1.4 - Non-Returnable Items

For health and hygiene reasons, the following items cannot be returned unless they are faulty:

  • Personal-use items such as beauty tools, cushions, and similar hygiene-related products.
  • Opened or used items that cannot be resold due to safety concerns.

SECTION 2 - Refund Process

2.1 - How to Request a Refund

To initiate a return or refund:

  • Contact us via our Contact Us page and include “Refund Request” in the subject line. Provide your order number and a detailed explanation of the issue.
  • Once your request is approved, we will provide the return shipping address.

2.2 - Return Shipping Costs

  • If the return is due to a faulty or damaged product, FindersKeepers Co will cover the cost of return shipping.
  • If the return is approved for any reason other than a fault (at our discretion), the customer is responsible for return shipping costs.

2.3 - Refund Method

  • Refunds will be processed back to your original payment method (e.g., credit card, PayPal).
  • Refunds are typically processed within 5–10 business days after the returned item is received and inspected.

SECTION 3 - Your Rights Under Australian Consumer Law

Under ACL, you are entitled to remedies if a product:

  • Has a fault that would have stopped you from purchasing it had you known about it.
  • Is significantly different from its description or the sample shown.
  • Does not perform as promised or expected.

These rights apply regardless of any timeframes stated in our policy.

SECTION 4 - Special Conditions

4.1 - Restocking Fee

If a return is accepted for non-faulty reasons (e.g., goodwill or exceptions made at our discretion), a 15% restocking fee may apply. This fee covers inspection and administrative costs.

4.2 - Fraud Prevention

We reserve the right to cancel any orders flagged as suspicious or fraudulent. Refunds for such cancellations may take up to 10 business days to process, depending on your bank.

SECTION 5 - Additional Customer Responsibilities

5.1 - Consumer Obligations

  • Ensure you review product descriptions, dimensions, and features thoroughly before purchasing to avoid misunderstandings.
  • Use all products according to their intended purpose and provided instructions.

5.2 - Opened or Used Products

  • Opened or used products cannot be returned unless faulty or otherwise covered by ACL.

SECTION 6 - Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  1. Check your bank account or credit card statement.
  2. Contact your financial institution, as processing times may vary.
  3. If the issue persists, contact us through our Contact Us page, and we will assist promptly.

Final Notes

At FindersKeepers Co, we are committed to providing exceptional customer service while complying with Australian Consumer Law. If you have any questions about our Returns & Refund Policy, please reach out to us via our Contact Us page for prompt assistance.