Refund policy
Eligible purchases may be covered by a voluntary Money-Back Guarantee.
The applicable guarantee period and any product-specific conditions will be stated on the relevant product page, promotional offer or order confirmation.
Unless otherwise stated, the guarantee period begins on the date the order is recorded as delivered by the shipping carrier.
To request a return under the voluntary Money-Back Guarantee, contact:
You must contact us before the applicable guarantee period expires.
Please include:
- Your full name
- Your order number
- The email address used to place the order
- A brief explanation of your return request
Requests submitted after the applicable guarantee period has expired may not qualify under the voluntary Money-Back Guarantee.
The voluntary Money-Back Guarantee is provided in addition to any rights or remedies available under the Australian Consumer Law and other applicable Australian law.
RETURN AUTHORISATION
Do not return an order before contacting our customer support team.
Our team will review your request and provide the appropriate return instructions and authorised return address.
Returns sent without prior authorisation, or sent to the address shown on the original parcel, may be delayed, refused or returned to the sender.
Unless our customer support team confirms in writing that a physical return is not required, the product must be received at the authorised return location before a refund under the voluntary Money-Back Guarantee can be approved.
Receiving return authorisation does not automatically guarantee that a refund will be approved.
Returned products remain subject to inspection and the eligibility requirements set out in this policy.
These authorisation requirements apply to returns made under the voluntary Money-Back Guarantee. They do not limit any remedy or right available under the Australian Consumer Law.
RETURN CONDITION
Reasonable use of the product during the applicable guarantee period is permitted.
Returned orders must include:
- The main product
- Any controllers, cables, chargers or power accessories supplied with it
- Any reusable accessories included with the order
- Any other physical components required for the product to function as supplied
Original packaging and complimentary printed materials are not required unless our customer support team advises otherwise.
We may decline or reduce a refund requested under the voluntary Money-Back Guarantee where the product:
- Has been deliberately damaged
- Has been materially altered or modified
- Shows damage caused by misuse, neglect or improper handling
- Is returned incomplete
- Has been used in a manner inconsistent with the supplied instructions
- Cannot reasonably be identified as the product supplied with the relevant order
Normal wear resulting from reasonable evaluation during the guarantee period will not, by itself, make a return ineligible.
These conditions relate to the voluntary Money-Back Guarantee and do not exclude any rights that may apply where a product is faulty, unsafe, not of acceptable quality, not fit for purpose or does not match its description.
RETURN SHIPPING COSTS
For returns made solely under our voluntary Money-Back Guarantee, return shipping costs are the responsibility of the customer unless expressly stated otherwise on the relevant product page, promotional offer or order confirmation.
Customers are responsible for arranging and paying for delivery to the authorised return address provided by our customer support team.
We strongly recommend using a tracked postal or courier service and retaining the shipping receipt until the return has been completed.
Mendable is not responsible for return parcels that are lost, misdirected or damaged before reaching the authorised return location, except where responsibility cannot lawfully be excluded.
Do not send a return using cash on delivery or any service that requires Mendable to pay an unapproved charge upon receipt. Such returns may be refused.
Different arrangements apply where a product is faulty, damaged, unsafe, materially different from its description, not of acceptable quality, not fit for its intended purpose or otherwise covered by the Australian Consumer Law.
Please contact us before returning such a product so that we can assess the issue and provide the appropriate instructions.
Where required by the Australian Consumer Law, Mendable will arrange, cover or reimburse reasonable return shipping costs associated with an eligible faulty-product claim.
REFUND PROCESSING
Once an authorised return made under the voluntary Money-Back Guarantee has been received and inspected, we will notify you whether the refund has been approved, partially approved or declined.
Approved refunds will be issued to the original payment method used for the purchase.
Refunds are normally processed within a reasonable period after approval. Your bank, credit card issuer or payment provider may require additional time to display the funds in your account.
We cannot issue a refund to a different card, account or payment method unless required by the relevant payment provider or applicable law.
Any original shipping charges paid by the customer, including expedited or international shipping charges, are not normally refundable for returns made solely under the voluntary Money-Back Guarantee.
This exclusion does not apply where the refund of delivery charges is required under the Australian Consumer Law or other applicable law, or where expressly approved by us in writing.
Nothing in this section limits the remedies available for products that fail to comply with the consumer guarantees under the Australian Consumer Law.
BUNDLE AND MULTI-ITEM RETURNS
Where an order includes multiple units, bundles or promotional items, the refund amount will depend on the products returned.
To receive a full refund for an entire bundle under the voluntary Money-Back Guarantee, all required products and reusable accessories included in that bundle must be returned.
If only part of a multi-item order is returned, the refund may be recalculated based on the regular price or applicable bundle price of the items retained by the customer.
Any recalculation or adjustment will be explained before the refund is issued.
This section applies to voluntary Money-Back Guarantee returns and does not reduce any remedy available under the Australian Consumer Law.
FAULTY, DAMAGED, UNSAFE OR INCORRECT PRODUCTS
If your order arrives faulty, damaged, unsafe, materially different from its description or incorrect, contact:
Please contact us as soon as reasonably possible after discovering the issue.
Include:
- Your full name
- Your order number
- A description of the issue
- Clear photographs or video showing the fault, damage or incorrect item, where reasonably appropriate
We may ask you to complete reasonable troubleshooting steps or provide additional information so that we can assess the issue.
Any troubleshooting request will not limit or unreasonably delay your rights under the Australian Consumer Law.
Depending on the nature and seriousness of the issue, and the requirements of the Australian Consumer Law, an appropriate remedy may include:
- Repair
- Replacement
- Refund
- Reimbursement of reasonable associated costs
- Another remedy agreed with the customer
Where a problem is minor and can be remedied within a reasonable time, Mendable may be entitled to choose an appropriate remedy, such as a repair, in accordance with the Australian Consumer Law.
Where a product has a major problem, cannot be remedied or is not remedied within a reasonable time, the customer may have additional rights under the Australian Consumer Law, including the right to choose between a refund or replacement where applicable.
Do not return a faulty, damaged, unsafe or incorrect product until you have received return instructions from our customer support team, unless it would be unreasonable to wait for those instructions.
Where a return is required, we will explain the return procedure and any applicable shipping arrangements.
Mendable will arrange, cover or reimburse reasonable return shipping costs where required by the Australian Consumer Law.
PRODUCTS DAMAGED AFTER DELIVERY
The voluntary Money-Back Guarantee does not cover damage resulting from:
- Accidents occurring after delivery
- Misuse or neglect
- Unauthorised alterations or repairs
- Failure to follow the supplied instructions
- Normal cosmetic wear that does not affect the operation of the product
- Loss or theft after confirmed delivery
This exclusion does not apply where the issue results from a defect that existed when the product was supplied, where the product was not of acceptable quality or where coverage is otherwise required under the Australian Consumer Law or other applicable law.
A customer may not be entitled to a remedy where the customer caused the fault through misuse, unreasonable use, unauthorised alteration or failure to follow clear product instructions.
REFUNDS WITHOUT A PHYSICAL RETURN
In limited circumstances, our customer support team may determine that a physical return is not required.
Any decision to issue a refund without requiring a return must be confirmed by us in writing and applies only to the specific claim for which it was approved.
Customers should not dispose of, destroy or permanently alter a product while a claim is being assessed unless instructed to do so in writing by our customer support team.
A decision not to require a physical return does not create an obligation to apply the same arrangement to another order or claim.
REFUSED, UNCLAIMED OR UNDELIVERABLE ORDERS
Orders returned because delivery was refused, the parcel was not collected or the customer supplied an incorrect or incomplete delivery address are not automatically treated as returns under the voluntary Money-Back Guarantee.
Where such an order is returned to us:
- Reasonable return or carrier charges may be deducted from the refund
- Reshipping charges may apply
- A refund may not be available where the shipment cannot be recovered
- The order may need to be received and inspected before any refund is approved
Any deductions will be explained to the customer and will not be applied where doing so would conflict with the Australian Consumer Law or other applicable law.
Nothing in this section limits any rights available under the Australian Consumer Law.
CHANGE-OF-MIND RETURNS
The Australian Consumer Law does not generally require a business to provide a refund solely because a customer has changed their mind, ordered the wrong product, found the product cheaper elsewhere or no longer wants the product.
However, eligible purchases may qualify for a return under Mendable’s voluntary Money-Back Guarantee, subject to the applicable guarantee period and the conditions set out in this policy.
A change-of-mind return must not be confused with a claim involving a product that is faulty, unsafe, not of acceptable quality, not fit for purpose or does not match its description.
Legal rights relating to faulty or non-compliant products are not limited by the voluntary Money-Back Guarantee.
AUSTRALIAN CONSUMER RIGHTS
The Money-Back Guarantee is a voluntary benefit offered by Mendable in addition to the rights and remedies available under the Australian Consumer Law, which is contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
The Australian Consumer Law provides consumers with automatic guarantees that products will, among other things:
- Be of acceptable quality
- Be fit for any disclosed purpose
- Match their description
- Match any sample or demonstration model
- Come with clear title and undisturbed possession
- Have spare parts and repair facilities reasonably available where applicable
- Comply with any express warranties made about them
Depending on the nature of a failure to meet a consumer guarantee, consumers may be entitled to a repair, replacement, refund, compensation or another remedy available under the Australian Consumer Law.
The Australian Consumer Law also prohibits misleading or deceptive conduct and false or misleading representations in trade or commerce.
Nothing in this policy is intended to exclude, restrict or modify any consumer right, guarantee or remedy where doing so would be unlawful.
Where a provision of this policy conflicts with a mandatory requirement of the Australian Consumer Law or other applicable Australian law, the mandatory legal requirement will apply.