Refund policy
Returns and Refund Policy
At Grip It Fit, we want you to be satisfied with your purchase. As an Australian business, all our products come with automatic consumer guarantees under the Australian Consumer Law (ACL) that cannot be excluded.
This policy outlines your rights and our procedures for returns and refunds.
1. Australian Consumer Law Guarantees
Under the ACL, you are entitled to a repair, replacement, or refund if a product fails to meet a consumer guarantee (e.g., if the product is faulty, unsafe, significantly different from the description, or doesn't do what we said it would).
The ACL distinguishes between "minor" and "major" problems:
- Major Problem: You can choose a full refund or replacement.
- Minor Problem: We will repair the item for free. If we cannot repair it within a reasonable time, you can choose a refund or replacement.
We do not accept "No Refunds" signs or policies that deny your legal rights.
2. Our "Change of Mind" Policy
We understand that sometimes you might order the wrong item or simply change your mind. We offer a 30-day return window for these cases as a gesture of goodwill, but conditions apply.
- Return Window: 30 days from the date of delivery.
- Condition: Items must be returned unused, in their original packaging, with all tags attached, and in the same condition that you received them.
- Refund Type: You can choose between a store credit or an exchange for a different item.
- Exclusions: We typically do not offer cash refunds for change of mind.
- Return Shipping: The customer is responsible for all return shipping costs for change of mind returns.
3. How to Initiate a Return (Faulty or Change of Mind)
To start a return, you must first contact us at hello@gripitfit.com.au and provide:
- Your full name and order number.
- The reason for the return (e.g., "faulty item," "change of mind").
- For faulty/damaged items: Clear photos of the fault are required so we can assess the issue and coordinate with our partners.
We will assess your claim and provide you with a Return Merchandise Authorisation (RMA) number and specific instructions on where to send the item.
4. Return Shipping Costs
- For Faulty/Damaged Products: If we confirm the item has a major fault, Grip It Fit will cover the reasonable cost of return shipping or provide a pre-paid return label. Please keep your postage receipt.
- For Change of Mind: The customer pays the return shipping costs.
Note on Returns Process: The return address may be international, depending on the item and the origin of shipment. We will provide full instructions for this process to ensure the return is handled correctly by our fulfillment partners.
5. Refund Processing
- Timing: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and inform you of the approval or rejection of your refund/exchange.
- Method: Approved refunds will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
- Delays: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted.
6. Non-Returnable Items
The following items cannot be returned:
- Gift cards.
- Sale or clearance items (unless the item is faulty under Australian Consumer Law).
- Products damaged by misuse or not used according to instructions.
7. International Returns
The same policies apply to our international customers in the USA, UK, EU, etc. International customers are still protected by Australian Consumer Law for faulty goods.
- Please follow the process in Section 3 to initiate a return.
- The responsibility for return shipping costs depends on the reason (see Section 4).
- Please note that international returns take longer to process due to shipping times and customs inspections.
8. Questions
If you have any questions concerning our return policy, please contact us at:
hello@gripitfit.com.au