Refund policy

12. Change of Mind Returns

12.1. The following clause applies to goods sold by WeedMat.com.au™. Suppliers may have their own policies and procedures in relation to change of mind returns.

12.2. WeedMat.com.au™ cannot refund or exchange goods for change of mind or errors you made in your order. We may, at our sole discretion, allow a return for store credit or exchange product on a case-by-case basis, provided that the item in question is: 

(a) returned within 28 days of order;

(b) not used or worn (with original tags and/or packaging);

(d) not damaged in any way.

12.3. We cannot accept change of mind returns on children's toys; or items that come in sealed packages or boxes where seals are damaged or broken.

12.4. If we allow a return in these circumstances, we will ask you to follow our returns process.

12.5. We may provide you with a product exchange or store credit only when we receive the returned product. You are responsible for payment of return postage on your order. Items posted are at the customer’s cost and risk, and WeedMat.com.au shall not refund customers for any products that it does not receive, or that it receives which are broken or damaged. Change of mind returns are not accepted for items that utilize fabrics due to hygienic reasons. *Remedies for defective goods are still available. Under no circumstances can we accept change of mind returns for clearance items.

12.6. Partial Refunds. In the event that a product cannot be supplied, we will refund the full amount of the product [including any direct delivery cost(s)] not supplied. In the even that your order contains an additional product(s), only those item(s) not yet dispatched may be cancelled and fully refunded. Any item(s) collected by any of our transport partners cannot be refunded; accept where by law we are required to do so [see 14.2.]

13. Problems with your goods – Returning products to WeedMat.com.au™

13.1. If you have a problem with your goods, please contact us via email. We will investigate your issues and advise you whether your product may be returned and, where required, provide you with instructions on how to return your goods.

13.2. It is the purchasers responsibility to return a product(s) for evaluation or refund to the nearest approved* transport depot. Any loss/cost associated with transporting a product(s) to the nearest approved transport depot will not be reimbursed. *Where products are being returned for a refund, the cost of shipping the product from the nearest transport depot to the returns location, will be absorbed by WeedMat.com.au. Where a product(s) is being returned for a warranty evaluation, the reimbursement of transport cost(s) will be determined by the evaluation outcome. See 13.5. *Approved transport depot(s) will be detailed within the returns documentation. We will not accept any return sent using a non-approved transport service.

13.3. If your goods still have a valid manufacturer warranty, we recommend you first contact the manufacturer in relation to any fault or defect, however, you may still contact us.

13.4. Once an item is returned we will either inspect your goods and investigate any claimed defect or in some cases, send the goods to third parties for assessment and/or repair. Where applicable we provide a remedy in relation to your goods.

13.5. If we do not believe a remedy is applicable upon inspecting your goods (for example, where we believe the goods have been misused, or there was a failure to use in accordance with manufacturer's instructions, used it in an abnormal way or there has been a failure to take reasonable care), we will reject your claim and return your goods to you. You must cover the cost of return shipping in order to receive goods we have rejected on inspection, and we will provide you with instructions on how to make this payment.

13.6. Refunds will be issued using the payment method used for purchase. Store credits will be issued to the account used to purchase the goods.

13.7. We aim to process refunds and replacements within 28 days of receipt by us of the original product, however, depending on your item and the number of returns in our system, this may take longer.

13.8. In the case of goods and/or services redeemable through a third-party provider, the refusal of a refund or Store Credit does not prevent you from seeking a refund directly from the provider.

13.9. Failure to comply with the return protocol(s) outline will constitute the withdrawal of your warranty claim in our favour.

14. Defective Goods

14.1. All goods sold on WeedMat.com.au™ (whether provided by us or a third-party Supplier) come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement for or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

14.2. Any product warranty given by WeedMat.com.au™ will apply in addition to other rights and remedies you may have under the Australian Consumer Law. Where applicable, you may make a claim in relation to goods that are faulty in accordance with warranty terms and conditions. Warranty only applies where specifically advertised in the product's listing.

14.3. Goods that you purchase from our site (including Supplier provided goods) may contain warranty documents on or inside the packaging provided by the manufacturer of the product. Any such warranty documents are not given by WeedMat.com.au™, and rights you may have in relation to those warranties are separate to any warranty rights given to you by WeedMat.com.au™. Some warranty documents provided by manufacturers of imported goods may not apply in Australia. You should contact the manufacturer identified on the warranty document to determine whether or not the warranty applies to the goods in Australia and, if so, how you should go about making a claim under such a warranty.

15. Dispute Resolution – third-party Supplier goods

15.1. If you wish to raise a dispute with us concerning goods you have purchased from a third-party Supplier, please contact WeedMat.com.au™ via email.

15.2. We attempt to resolve disputes as quickly as possible. We rely on you and the Supplier promptly providing all the information we need to resolve a dispute.

15.3. We will make a determination on your dispute in accordance with our standard refunds and returns policies.