Refund policy

Rexem Australia Returns and Refunds Policy

At Rexem Australia, we are committed to upholding your rights under the Australian Consumer Law (ACL) while providing clear guidelines for returns and refunds. This policy outlines your legal entitlements and our additional return conditions.

1. Your Entitlements Under Australian Consumer Law (ACL)

As per ACL requirements, you are entitled to a repair, replacement, or refund if a product you purchased from us:

  • Is defective, damaged, or unsafe.
  • Differs significantly from its description or sample.
  • Fails to perform as described or meet your specified requirements and cannot be easily rectified.

For major issues, you may choose between a refund or replacement. For minor issues, we will repair the item within a reasonable timeframe or replace it if repair is not feasible. These rights are protected by law and cannot be overridden by our policies.

2. No Returns for Change of Mind

We encourage you to make thoughtful purchasing decisions. Refunds or returns are not available for change-of-mind situations, including but not limited to:

  • Ordering an incorrect item.
  • Deciding you no longer want the product.
  • Finding a similar item at a lower price elsewhere.

3. Process for Returning Faulty or Incorrect Items

To initiate a return for a defective or incorrectly supplied item, please contact us at sales@rexem.com.au within 7 days of receiving your order. Your request should include:

  • Your full name and order reference number.
  • A detailed explanation of the issue.
  • Supporting evidence, such as photos or videos, if applicable.

Our team will evaluate your request and determine eligibility for a repair, replacement, or refund based on ACL guidelines.

4. Restocking Fee (If Applicable)

If a return is approved but the item is not in sellable condition (e.g., missing original packaging or damaged due to mishandling), a restocking fee of up to 20% may be applied. This fee does not apply to returns for faulty products or errors on our part.

5. Items Not Eligible for Return (Unless Faulty)

Unless defective or misrepresented, the following items cannot be returned:

  • Ammunition or powders.
  • Clearance items or custom/special orders.
  • Hygiene-related products (e.g., earplugs or face masks).
  • Items that have been used, modified, or are not in their original condition.
  • Products requiring valid permits or licenses if such documentation is not provided.

6. Refund Processing

Approved refunds will be issued to your original payment method within 5–10 business days following our inspection of the returned item.

Shipping costs are non-refundable unless the return is due to a verified fault or error on our part.

7. Return Shipping Costs

For returns involving faulty, damaged, or incorrectly shipped items, we will cover the cost of return shipping.

For all other returns not covered by ACL, you are responsible for arranging and paying for return shipping.

8. Contact for Returns

For all return inquiries, please email sales@rexem.com.au To ensure prompt and accurate assistance, all return requests must be submitted via email.