Refund policy

Your consumer rights

Nothing in this policy limits your rights under the Australian Consumer Law or other applicable consumer laws. If a product is faulty, damaged, not as described or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund. Change-of-mind conditions, including original packaging requirements and exclusions for custom or sale items, do not restrict those rights.

Crowdfunding preorders

Products marked as all-or-nothing crowdfunding preorders go into production only if the stated production minimum is reached within the campaign period. If the goal is not reached, the campaign orders and pledges are cancelled and the coin payment is not collected. Please check the product and checkout information for the terms of your particular campaign.

For cancellation enquiries, contact aus_fire_coins@outlook.com with your order number.

Change-of-mind returns

The eligibility conditions below apply to change-of-mind returns, separate from your consumer guarantee rights.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at aus_fire_coins@outlook.com. Please contact us before posting an item. We will provide the appropriate return address and instructions.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at aus_fire_coins@outlook.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Change-of-mind returns are not available for custom products, including special orders and personalised items. Please get in touch if you have questions about your order. This does not affect your rights if a product has a problem under applicable consumer law.

Change-of-mind returns are not available for sale items or gift cards. Your applicable consumer guarantee rights are unaffected.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at aus_fire_coins@outlook.com.