Refund policy

Returns & Refunds Policy

Overview

We are committed to providing quality products and complying fully with Australian Consumer Law (ACL). As a dropshipping business, our products are shipped directly from our suppliers to you.

This policy outlines when you are entitled to a return, refund, or replacement, and when you are not.

Change of Mind

We do not offer refunds or returns for change of mind.

This includes (but is not limited to):

  • Ordering the wrong item

  • Ordering the wrong size, colour, or quantity

  • Deciding you no longer want the item

  • Finding the item cheaper elsewhere

  • Delays caused by customs, courier services, or international shipping processes (where tracking shows the item is in transit)

Please choose carefully before placing your order.

Australian Consumer Law (Your Rights)

Under Australian Consumer Law, you are entitled to a refund, replacement, or repair if a product:

  • Is faulty or defective

  • Is not as described

  • Is significantly different from the sample or description

  • Does not do what it is supposed to do

  • Has a major failure

These rights cannot be excluded.

Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us within 7 days of delivery with:

  • Your order number

  • A clear description of the issue

  • Photo or video evidence showing the fault or damage

Once assessed, we will offer one of the following (as required under ACL):

  • A replacement

  • A refund

  • A repair (if applicable)

We may need to contact our supplier to verify the issue before a resolution is provided.

Missing Items

If your order arrives with missing items, please contact us within 7 days of delivery with photographic evidence of the package and its contents.

Items Not Eligible for Return

The following items are not eligible for return or refund unless they are faulty:

  • Change of mind purchases

  • Items damaged due to misuse, neglect, or normal wear and tear

  • Items damaged after delivery

  • Items marked as final sale or clearance (unless faulty)

  • Gift cards (if applicable)

Return Process (If Approved)

If a return is approved:

  • You must follow the return instructions provided by us

  • Items must be returned in original condition and packaging (where applicable)

  • Return shipping costs may be the responsibility of the customer unless the item is faulty or incorrect

As many of our suppliers are located overseas, return addresses may vary and international return shipping may apply.

Refund Processing Time

Once a refund is approved:

  • Refunds are processed back to the original payment method

  • Please allow 5–10 business days for the refund to appear, depending on your payment provider

Shipping Delays

We are not responsible for delays caused by:

  • Customs clearance

  • Courier disruptions

  • Weather events

  • Incorrect address details provided by the customer

These do not qualify for refunds unless required under Australian Consumer Law.

Contact Us

If you have any questions about this policy or need to make a claim, please contact us.

contact@twoputt.com.au

This policy is designed to comply with Australian Consumer Law and does not exclude your statutory rights.