Refund Policy

We hope that you will be delighted with your NeedleCalm purchase.

Inspection and returns

10.1    This clause has effect subject to any contrary law that is not otherwise excluded by these Terms.

10.2    You must inspect the Goods immediately upon Delivery and may only return the Goods if:

(a) they do not materially comply with the Order; or

(b) if permitted by law, including the ACL.

10.3    If any or all of the Goods delivered were damaged, defective, or incorrect when delivered, then you must give us Written Notice of that fact within 3 Business Days after the Delivery Date.

10.4    If you provide Written Notice in accordance with clause 10.3 above:

(a) we may require you to return the relevant Goods to us for our inspection and will reimburse you for your reasonable costs of returning them provided that, upon receipt of the returned Goods, we are satisfied that the relevant Goods were damaged, defective, or incorrect;

(b) and you establish to our reasonable satisfaction that the relevant Goods were delivered in a damaged or defective condition, your sole remedy shall be limited (as we may elect) to us offering to:

(i)   replace the relevant Goods; or

(ii)  refund to you of the purchase price by the issue of a credit note or a credit card account refund against return of the Goods;

(c)  and you establish that we delivered the incorrect Goods to you,we will offer to replace that Good with the correct Good at our cost.

10.5    If we offer to give you a refund or replacement pursuant to clause 10.4 above, you must accept that offer by returning the relevant Goods to us in their original condition and packaging within 14 days of receipt of our offer.

10.6    If we extend an offer for refund or replacement,we will issue you a Return Goods Authorisation number which must be referred to and included with the relevant Goods when you return them, so that we can match the Goods with the relevant entries in our systems.

10.7    If you fail to give Written Notice in accordance with clause ‎10.3 above, the Goods shall be conclusively presumed to be in all respects in accordance with your Order and free from any defects that would be apparent on reasonable examination, and you shall be deemed to have accepted the Goods accordingly.

10.8    Regardless of anything otherwise provided for in this clause 10, if you have an issue with Goods that we sourced specifically for you, we will only accept returns if those specifically sourced Goods are defective.

10.9    Any warranty claims for defective Goods will be dealt with in accordance with the manufacturers policy or applicable legislation.

10.10 Under no circumstances will Cold Chain Goods be accepted for return unless they are damaged, defective or incorrect.  Short term expiry dates will be considered on a case by case basis.  A “short term expiry date”is an expiry date no longer than 6 months from date of invoice.

10.11 Freight charges applied on the original invoice may not be credited.

10.12 NeedleCalm Pty Ltd reserves the right to charge freight, handling and/or restocking fees on all returns.

10.13 Under no circumstances will Buy In/Non-Returnable Goods be accepted for return unless they are damaged, defective or incorrect.  Short term expiry dates will be considered on a case by case basis.  A “short term expiry date”is an expiry date no longer than 6 months from date of invoice.

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