Refund policy

Change of mind returns

We want you to love your purchase, so if you have changed your mind, you can return your items to us. Please choose carefully, however, as we are a small business and are unable to cover the postage of the return nor the original postage for a change of mind. We do not charge a restocking fee.

For all “Change of Mind” returns, please contact us first so that we can note the return status and provide you return instructions.

Should you change your mind about a purchase, you have the option of returning it to us within 30 days of purchase.

You can choose to be refunded with a store credit or a refund to the original payment method for the amount, minus postage paid for the original purchase provided that:

It is made within 30-days of purchase
You can provide proof of purchase
The product and the packaging are in saleable condition, that it is unworn, unused and undamaged; with all original packaging and tags attached
It is not subject to the exclusions listed below

The following categories are not eligible for a “Change of Mind” return:

For health and hygiene reasons, products such as personal bidets, nail clippers, lotion applicators, back scrubbers, hair brushes and combs are not able to be returned
Gift cards are non-returnable and cannot be refunded for cash

Refund upon receipt of the returned items and their review generally takes 1-2 business days. However, please allow up to 10 business days for the balance to arrive via the original payment method as the processing time for banks and institutions can vary.

The product needs to be packed securely before being returned, using the packaging originally supplied with the item. It may happen that the product or packaging is damaged during the return delivery, so it is important that you take a photo of the product, its packaging, the packing materials, and the external packaging for your records before you send it off. This is to prove that the product was in its original condition and damage didn’t occur beforehand.

Exchanges

Exchanges occur in the same way as a "Change of Mind" return. Simply place another order for the correct product or size. Then contact us to start the "Change of Mind" return process. These will be processed as two separate transactions. This is the fastest way to ensure you get a more suitable product or size to suit you.

Damaged or faulty item returns

Although unlikely, it can happen your purchase arrives with missing parts, is damaged, faulty, defective or not of acceptable quality. In this case, please take photos or a video clearly identifying the issue and contact us within 30-days of receiving the item, stating in your contact the order number. We apologise for the inconvenience this has caused.

Depending on the circumstances, you may be entitled to one of the following:

Replacement of the product (subject to availability)
Have missing parts or components sent to you
Repair of the product
A refund or store credit

If, after assessment, the product is confirmed to be defective, damaged or covered by an applicable warranty or covered by the consumer guarantee provisions of the Australian Consumer Law, we will contact you to proceed with the return process. The Independence Shop will arrange for the cost of the return postage. Please ensure the product is well protected and packaged similar to the way you received the product. If the product has been assembled, it will need to be disassembled and packaged the same way it was delivered.

In addition to the consumer guarantee provisions of the Australian Consumer Law, we provide a minimum 12-month warranty against defective, damaged products. Some manufacturers of products we sell offer a longer warranty, which can be found in the Specifications section for the respective product. Where you believe a product is faulty or defective, it may be necessary for us to send your product to the supplier, manufacturer or their service agent for it to be assessed within a reasonable period of time. If the item has a major failure, you may seek a refund, exchange or repair. If the failure is minor, we will repair the product (or, at our discretion, we may replace the item or refund you) within a reasonable time.

Where an item is damaged through misuse, neglect or abnormal use; The Independence Shop cannot provide a refund, exchange or repair.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.

Please also note that we are not able to process returns where the damage is to the external packaging or product packaging only.

In the case of a refund or store credit, the amount issued will be equal to the original amount paid for the item, including shipping costs. Please note that refunds can only be processed back to the original payment method from which the funds were taken. Please allow up to 10 business days for a refund to arrive via the original payment method.

Incorrect item delivered

If you have received an incorrect item, please contact us with photographs of the incorrect item within 14-days of receiving your delivery. We will offer to send you the correct items and arrange the collection of the incorrect item from you at our expense.

Cancellations

If you wish to cancel your order, please contact us immediately. Unfortunately, we need to charge a 3% cancellation fee for all cancellations to cover the transaction fees automatically charged to us. If the order has already been sent, we are unable to cancel your order. Cancellations after dispatch will be treated as a “Change of Mind” return. It usually takes 1-2 business days for a payment due to cancellation to be refunded to your original payment method. However, please allow up to 10 business days for a refund to arrive via the original payment method.

Contact

Questions about the Return and Refund Policy should be sent to us at hello@theindependenceshop.com.au or by mail to:

The Independence Shop
The Compliance Officer
324 Freshwater Drive, Banksia Beach QLD 4507, Australia

We reserve the right to update this Returns Policy by publishing the revised terms on our Website. The amended Returns Policy will take effect from the date which is 7-days after we publish it on our Website, except in relation to orders of products prior to the effective date, in which case the previous version of the Returns Policy will apply to those products.