Refund policy

Refunds, Returns & Consumer Guarantees Policy

This policy explains how returns, refunds, exchanges and faulty product claims are handled by Spacetek Group Pty Ltd.

Nothing in this policy limits, excludes or replaces your rights under the Australian Consumer Law. If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation, compensation or other remedy as required by law.

Change of Mind Before Dispatch

If you change your mind before your order has been dispatched, we may provide a refund of the purchase price and shipping paid, less any non-refundable payment processing costs charged to Spacetek Group Pty Ltd.

Once an order has been dispatched, it will be treated as a change-of-mind return and the conditions below will apply.

Change of Mind Returns

Spacetek Group Pty Ltd may, at its discretion, accept change-of-mind returns where:

- the return request is made within 30 days of delivery;

-the product is unused, unmodified and in resaleable condition;

-the product is returned with all original packaging, parts, accessories and instructions where applicable; and

-the return has been approved by Spacetek Group Pty Ltd before being sent back.

For approved change-of-mind returns, we may offer a store credit rather than a cash refund.

A restocking, testing or repacking fee may be deducted where the returned product requires inspection, testing, repacking or other work before it can be resold. This fee may be up to 20% of the product value, capped at $100, depending on the condition and type of product returned.

Change-of-mind returns are sent back at the customer’s cost. Original shipping charges are not refundable for change-of-mind returns.

Items returned without prior authorisation may not be accepted.

To request a return, please contact: online@spacetek.com.au

Faulty, Defective or Incorrect Products

If you believe a product is faulty, defective, incorrectly supplied, damaged in transit, or otherwise does not meet a consumer guarantee, please contact us as soon as possible at online@spacetek.com.au.

Please include:

- your order number;

- a description of the issue;

- clear photos or videos showing the fault or problem where possible; and

- any other information reasonably needed to assess the issue.

We may ask you to return the product for inspection, testing or assessment. You are expected to cooperate with us so we can determine the appropriate remedy.

Where a product is confirmed to have a fault or issue covered by the Australian Consumer Law, Spacetek Group Pty Ltd will provide a remedy as required by law.

If the issue is a major failure, you may choose a refund or replacement.

If the issue is a minor failure, we may provide a repair, replacement or refund within a reasonable time.

Where a product is confirmed to be faulty or otherwise covered by a consumer guarantee, we will cover or reimburse reasonable return shipping costs where required by law. We may ask you to provide a shipping receipt before reimbursement is processed.

In some cases, Spacetek Group Pty Ltd may offer a replacement, refund or store credit without requiring the return of the faulty product, if the evidence provided is sufficient.

Products Not Covered as Faulty

You may not be entitled to a repair, replacement or refund where:

- you changed your mind;

- you found the product cheaper elsewhere;

- you decided you no longer need or want the product;

- the product was misused, damaged or installed incorrectly;

- the problem was caused by normal wear and tear;

- the issue was caused by modification of the product;

- you were made aware of the issue before purchasing; or

- the product was used in a way that was not intended or not recommended.

This does not limit any rights you may have under the Australian Consumer Law.

Return Shipping Costs

For change-of-mind returns, you are responsible for all postage and shipping costs associated with returning the product.

For faulty, defective or incorrectly supplied products, Spacetek Group Pty Ltd will cover or reimburse reasonable return shipping costs where required by the Australian Consumer Law, once the issue has been assessed and confirmed.

Original shipping charges are not refundable for change-of-mind returns. Where a refund is required under the Australian Consumer Law, shipping charges will be handled in accordance with those legal obligations.

Processing Time

Once returned goods are received, assessment and processing may take up to 14 days.

To help us process your return quickly, please email tracking details to online@spacetek.com.au.

Please include your order number or return reference inside the package where possible.