Returns
Change of Mind Returns Policy (Refunds/Exchanges)
Customer satisfaction is very important to us. We are happy to offer a refund or exchange if you change your mind. If you change your mind, you have 30 days after receiving your item to request a return. To be eligible for a Change of Mind return, your item must be in the same condition that you received it, unused and in a saleable condition. You’ll also need the receipt or proof of purchase. Our Change of Mind Returns Policy is in addition to your rights under the Australian Consumer Law, which are described in our Faulty Products Returns Policy below.
For Change of Mind returns (refunds and exchanges), delivery costs paid at the time of ordering the online purchase are non-refundable and we also kindly ask for you to pay the return shipping costs. If you choose to exchange the item, we ask you to pay the additional delivery costs for the exchanged item.
If you ordered the wrong product, please contact us immediately so we can make sure we send you the right product.
Damaged items (during delivery) and other issues
Please inspect your order upon receiving your items and contact us immediately at info@getaheadflashcards.com.au if the item is damaged, defective or if you receive the wrong item, so that we can evaluate the issue and make it right. Please keep your proof of purchase (for example, your receipt).
If the damage to the item is not major, we may repair, replace or refund the item, within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. If the damage to the item is major, you can choose a refund or replacement, or keep it and receive compensation for any drop in value.
Faulty Products Returns Policy / Consumer Guarantees
Our products are covered by consumer guarantees that cannot be excluded under the Australian Consumer Law. These are not impacted by our Change of Mind Returns Policy (above) or limited by a defined timeframe.
In accordance with Australian Consumer Law, you can choose an exchange or refund (including delivery) if an item purchased from us has a major problem.
Examples of major failures are when the item:
- has a problem that would have stopped someone from buying the item if they had known about it
- is unsafe
- is significantly different from the sample or description
- doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. Alternatively, if we choose not to repair the item, we may provide a replacement or refund.
Please keep your proof of purchase (for example, your receipt).
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items), unless the item is faulty or fails to meet a consumer guarantee under the Australian Consumer Law.
Unfortunately, we cannot accept returns:
- if you were aware of the relevant fault before buying the item
- damaged the item due to abnormal use or misuse
- used the product for a long time and the problem is as a result of usual wear and tear
- any other exceptions that apply under the Australian Consumer Law.
Please get in touch if you have questions or concerns about your specific item.
Returning items (shipping)
To start a return, please contact us at info@getaheadflashcards.com.au with your order confirmation number of proof of purchase. We will contact you to arrange for the item to be returned to our office in Queensland, Australia. If your return is accepted, we’ll send you return shipping instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
For Change of Mind Returns, we kindly ask for you to pay the return shipping. If you choose to exchange the item, we ask you to pay the delivery costs for the new exchanged item.
For Faulty Product Returns, where the item is faulty, does not match what you ordered or fails to comply with the consumer guarantees, we will pay for the reasonable return shipping costs and delivery of the replacement item.
When returning your purchases, we advise making sure your return parcel has tracking because we do not assume responsibility for items lost in transit.
You can always contact us for any return questions at info@getaheadflashcards.com.au.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Your item must be in the same condition that you received it, unused and in a saleable condition. You’ll also need the receipt or proof of purchase.
Processing refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@getaheadflashcards.com.au.