Terms of service

Thank you for shopping with shopter.shop. We want you to shop with confidence and understand your options if you need to return a product or request a refund.

This Return and Refund Policy explains how we handle change-of-mind returns, faulty or damaged products, incorrect items, refunds and other post-purchase concerns.

Nothing in this policy limits, excludes or modifies any rights you may have under the Australian Consumer Law.

1. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product is faulty, unsafe, significantly different from its description, not fit for its intended purpose, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or compensation, depending on the circumstances.

For a major problem with a product, you may be entitled to choose between a refund or replacement. For a minor problem, shopter.shop may provide an appropriate remedy, such as a repair, replacement or refund, within a reasonable time.

Your rights under the Australian Consumer Law apply in addition to the voluntary change-of-mind return policy below.

2. Change-of-Mind Returns

If you change your mind about an item, shopter.shop accepts eligible return requests made within 30 calendar days of the date your order is delivered.

To be eligible for a change-of-mind return, the product must:

• be unused, unworn and unwashed;

• be in its original condition and suitable for resale;

• have original tags, labels, accessories and components where applicable;

• be returned with original packaging where reasonably available; and

• not be damaged, altered, marked, soiled or affected by misuse after delivery.

A change-of-mind return may not be accepted if the product has been used beyond what is reasonably necessary to inspect it, has been damaged after delivery, or is no longer in a resalable condition.

This voluntary return policy does not affect your statutory rights for faulty, unsafe, incorrectly supplied or misdescribed products.

3. Faulty, Damaged or Incorrect Products

If your order arrives faulty, damaged, incorrect, incomplete or significantly different from its description, please contact us as soon as possible.

To help us assess the issue, please include:

• your full name;

• your order number;

• the email address used at checkout;

• a clear description of the issue; and

• photographs or videos of the product, packaging and visible damage where available.

Photos are helpful for assessing a claim, but they do not replace your rights under the Australian Consumer Law.

Please contact us before returning a faulty or incorrect product, unless we have advised you otherwise. We will provide return instructions or another appropriate solution based on the circumstances.

4. How to Request a Return

To request a return, refund, replacement or other assistance, email us at:

info@shopter.shop

Please include “Return Request” and your order number in the subject line.

After we receive your request, we will review the information and provide the next steps. If a return is required, we will provide the appropriate return instructions.

Please do not send products to our business address without receiving return instructions, as this may delay the processing of your request.

5. Proof of Purchase

We may ask for reasonable proof of purchase before processing a return, refund, replacement or repair request.

Proof of purchase may include:

• your order confirmation email;

• your order number;

• a receipt;

• the email address used when placing the order; or

• another record of the transaction.

Original packaging is not required for claims made under the Australian Consumer Law, although it may assist with the return process where available.

6. Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for the cost of returning the item to us.

We recommend using a tracked delivery service and retaining proof of postage until the returned item has been received and processed.

If a product is confirmed to be faulty, incorrectly supplied or otherwise does not comply with the Australian Consumer Law, shopter.shop will reimburse reasonable return postage costs where required by law. Please retain your postage receipt or other evidence of the return cost.

For large, heavy or difficult-to-return faulty items, please contact us before arranging a return so that we can discuss an appropriate solution.

7. Refund Process

Once an approved returned product has been received and assessed, we will notify you of the outcome.

Where a refund is approved, it will generally be issued using the original payment method, unless another method is required by law or agreed with you.

For eligible change-of-mind returns, the refund will generally cover the purchase price of the returned item. Any original delivery charge paid for a change-of-mind order is not refundable unless required by law.

For faulty, damaged, incorrectly supplied or misdescribed products, the refund amount and any related delivery costs will be handled in accordance with the Australian Consumer Law.

The time it takes for refunded funds to appear in your account may vary depending on your payment provider or financial institution.

8. Replacements and Repairs

Where a product has a minor issue, shopter.shop may offer a repair, replacement or refund, depending on the nature of the product and the issue.

Where a product has a major problem under the Australian Consumer Law, you may be entitled to choose between a refund or replacement.

Any replacement is subject to stock availability. If the same product is unavailable, we will discuss an appropriate alternative remedy with you.

9. Items Not Eligible for Change-of-Mind Returns

A product may not be eligible for a change-of-mind return if it has been:

• worn, used, washed or altered;

• damaged through misuse, accident or improper care;

• returned without relevant accessories or components;

• returned in a condition unsuitable for resale; or

• returned after the 30-day change-of-mind period.

These conditions apply only to change-of-mind returns. They do not remove or reduce any rights you may have under the Australian Consumer Law.

Sale, promotional or discounted items are not excluded from your rights under the Australian Consumer Law.

10. Order Cancellations

If you wish to cancel an order, please contact us immediately at info@shopter.shop.

We will try to assist with cancellation requests where possible. However, once an order has entered processing or has been dispatched, cancellation may not be possible.

If an order has already been dispatched, you may be able to request a return after delivery in accordance with this policy.

11. Contact Us

For questions about returns, refunds, replacements or an existing order, please contact us:

shopter.shop
Email: info@shopter.shop
Telephone: +61 8 8732 7969
Address: 1 Buninyong Lane, Craigieburn VIC 3064, Australia