Refund policy
Return and Refund Policy
Under the Australian Consumer Law (ACL), customers are entitled to a refund, replacement, or repair if a product has a major failure or does not meet consumer guarantees. Where an issue is considered minor, we may choose to repair or replace the item within a reasonable timeframe.
Decodable Readers Australia Pty Ltd does not offer refunds for change of mind. We encourage customers to carefully review product information prior to purchase. Exceptions apply only in accordance with consumer guarantees or as outlined below.
All shipping fees are non-refundable.
Damaged, Faulty or Incorrect Items
Please inspect your order upon receipt and contact us as soon as possible if your item is defective, damaged, or if you have received the incorrect product. This allows us to promptly assess the issue and determine an appropriate resolution.
While we take great care in packaging orders, damage during transit can occasionally occur. In such cases, we may be required to lodge a claim with the courier. To facilitate this process, customers must retain all original packaging and notify us within 7 days of delivery. Due to courier and insurance requirements, we may be unable to process claims reported outside this timeframe.
We recommend taking clear photographs of any damage, including the packaging, to assist with assessment and claims processing.
Returns and Exchanges
Items submitted for exchange must be returned in their original, unopened condition and be fit for resale. This includes all original packaging, seals, and components being intact and undamaged. We reserve the right to refuse an exchange where items have been opened, used, or are not in a resalable condition, unless the item is faulty or does not meet consumer guarantees under the ACL.
Return shipping costs, as well as any costs associated with resending exchanged items, are the responsibility of the customer and must be paid prior to dispatch of replacement goods.
All approved returns must be received, or valid tracking details provided, within 14 days of the return being authorised. Returns outside this timeframe may be declined.
Refund Method
Where a refund is approved, it will be processed using the original payment method used at the time of purchase. Refunds are typically processed within 5–10 business days of approval; however, processing times may vary depending on your financial institution.
Payments via PayPal and Afterpay
For purchases made using PayPal or Afterpay, you may be offered an exchange if the above criteria are met. Refunds will not be issued for any reasons other than those that are covered by the Australian consumer law above. Refunds will only be processed. be processed through the original payment provider. Processing times are subject to the terms and conditions of the respective provider and may vary. Any fees, charges, or payment arrangements associated with these services remain the responsibility of the customer.
