Captain Suds Returns Policy

APPLICATION OF POLICY

This Returns Policy (“Policy”) applies to all purchases from us, unless otherwise stated.

At Captain Suds, customer satisfaction is our priority.
We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law.
The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products.
If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
Further information about the Australian Consumer Law and these consumer guarantees is available from the website of the Australian Competition and Consumer Commission.
If a product which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
If a product which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the product repaired or replaced.

We do not accept returns if you simply change your mind, or find the same product elsewhere.

Please contact us as soon as possible.
Any damaged product must be returned in the condition it was in when you received it, together with the packaging and other items which you received with the damaged product.
We will organise to repair the damaged product or to collect it and replace it with an equivalent product, or to provide a refund, provided that you contact us within 7 days from the date that you received the product.

Notwithstanding the other provisions of this Policy, we may refuse to accept the return of a product you purchased if:

You misused the product in a way which caused the problem.
You knew or were made aware of the problem(s) with the product before you purchased it.
You asked for alterations to a product, against our advice, or you were unclear about what you wanted.
Any other exceptions apply under the Australian Consumer Law.

If the product you purchased is big or bulky and qualifies for a return, then you will need to contact us to arrange to return it.

To be eligible for a remedy under this Policy, all returns must be accompanied by a valid proof of purchase.
A valid proof of purchase includes (but is not limited to):
1. Original tax invoice;
2. Electronic copy of tax invoice;
3. Packing slip;
Order confirmation emails will not be accepted as valid proof of purchase.
It is your responsibility to provide proof of purchase. It is not the responsibility of our team members to verify your purchase.

In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the product back to us, as well as any costs of shipping any replacement product to you.
If the returned product can easily be posted or returned, then you are responsible for organising its return. We will reimburse you for reasonable costs if eligible for a repair, replacement, or refund.
If the returned product is too large, heavy, or difficult to return, and is believed to be eligible for a remedy, we will organise and pay for the shipping or collection.
If we organise and pay for shipping but the product is later found ineligible, you must cover these costs.

We aim to process any returns within 14 days of having received them.

You may be required to present a government-issued identification document in order to return a product and claim a remedy under this Policy.

We will pay any refunds in the same form as the original purchase or to the same account or credit card used, unless otherwise determined at our sole discretion.
Alternatively, you may elect to receive store credit, valid for three years from the date of return.

You may contact us to discuss a return using the details at the end of this Policy.

We are committed to protecting your privacy during the return process. We may request photo identification and record your name, ID type, number, expiry date, and signature.
When returning products exceeding $1,000 in value and requesting a Tax Adjustment Note, we will require your name, address and ABN (if applicable).
Collected information is securely stored for a reasonable period and may be used for fraud prevention, research, and analysis. Disclosure to authorities may occur as required by law.
You may contact us to access your return-related information.
For more information, please see our privacy policy available at: captainsuds.com.au.

If you wish to speak to us about this Policy or about any refund, repairs or replacements, you may contact us below: