Refund policy
Refunds, Returns & Warranty Policy
Last updated: 1 May 2026
At Shopperslane, we want you to feel confident when purchasing from us. This policy explains how we handle faulty, damaged, incorrect, missing or unwanted products, including our 12-month warranty and change-of-mind returns.
This policy applies to purchases made through the Shopperslane website.
1. Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply automatically and are separate from any additional warranty offered by Shopperslane. Nothing in this policy is intended to limit, exclude or replace your rights under the Australian Consumer Law.
2. Our 12-Month Warranty
Unless a different warranty period is expressly stated on the relevant product listing, Shopperslane provides a 12-month warranty on eligible products from the date of delivery.
This warranty is in addition to your rights under the Australian Consumer Law and does not limit or replace those rights.
Where a product listing specifies a different warranty period, that period will apply to the extent that it provides an additional warranty.
Our warranty may cover issues such as:
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Manufacturing defects
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Product faults occurring during normal use
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Missing components or parts
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Product failure that is covered by the applicable warranty
The warranty does not generally cover:
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Normal wear and tear
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Damage caused by misuse, abuse or abnormal use
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Damage caused by incorrect assembly or installation
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Unauthorised modification or alteration
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Damage caused by failure to follow the product's instructions
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Damage resulting from improper maintenance or care
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Damage caused after delivery by the customer
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Cosmetic or packaging damage that does not affect the product's functionality
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Accessories, bonus gifts or promotional items unless specifically stated otherwise
These exclusions apply to our voluntary warranty and do not remove any rights you may have under the Australian Consumer Law.
3. Faulty, Damaged or Incorrect Products
If your product arrives damaged, is faulty, is materially different from its description, or you receive an incorrect product, please contact us as soon as reasonably possible.
We may ask you to provide:
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Your order number
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Product name or SKU
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A description of the problem
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Photos showing the issue
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Video demonstrating the issue, where appropriate
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Photos of the packaging, particularly where damage occurred during delivery
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Photos of product labels, manuals or identifying information where required
This information helps us assess the issue and work with our fulfilment or supplier partners where necessary.
We may ask you to retain the product and its packaging while your claim is being assessed.
Assessment of the product
Shopperslane may need to assess the product before determining the appropriate remedy.
Depending on the circumstances, the remedy may include:
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Replacement parts
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Repair
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Replacement of the product
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Refund
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Store credit
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Another appropriate remedy
Where the Australian Consumer Law gives you a particular right or choice of remedy, we will respect that right.
4. Major and Minor Product Problems
Under the Australian Consumer Law, the remedy available to you can depend on whether a product problem is a major failure or a minor failure.
Major failure
Where a product has a major failure, you may generally be entitled to choose between a refund or replacement, as well as potentially seeking compensation for reasonably foreseeable loss or damage.
Minor failure
Where the problem is not a major failure, Shopperslane may generally choose an appropriate remedy, such as repairing or replacing the product, or providing another remedy permitted by law.
If a minor problem cannot be remedied within a reasonable time, your rights may change under the Australian Consumer Law.
5. Return Costs for Faulty Products
If a product is confirmed to have a problem covered by the Australian Consumer Law or our applicable warranty, Shopperslane will cover reasonable return costs where required.
For large, heavy or difficult-to-return products, we may arrange collection or provide alternative return instructions.
You should not arrange an expensive return of a faulty or damaged product without first contacting us, unless doing so is reasonably necessary to protect your rights or deal with the issue.
6. Missing Parts or Components
If your product is missing parts or components, please contact us with:
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Your order number
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The product name
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Details of the missing component
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Photos of the product and packaging where appropriate
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A photo or reference to the relevant part in the product manual, if available
Where appropriate, we may arrange for the missing part to be supplied.
Depending on the circumstances, another appropriate remedy may apply.
7. Delivery Problems
If your order has not arrived within the estimated delivery timeframe, please contact us so that we can investigate the delivery with the relevant carrier or fulfilment partner.
If tracking information indicates that a parcel has been delivered but you have not received it, please contact us as soon as reasonably possible.
We may ask you to confirm your delivery address and provide any relevant information needed to investigate the shipment.
We do not make your consumer rights conditional on reporting a delivery problem within an arbitrary number of days.
However, contacting us promptly helps us investigate delivery issues more effectively.
8. Change-of-Mind Returns
In addition to your rights under the Australian Consumer Law, Shopperslane offers a 14-day change-of-mind return period for eligible products.
A change-of-mind return may apply where you:
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Ordered the wrong product
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No longer want the product
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Changed your mind
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Found the product elsewhere
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Have no further use for the product
Australian Consumer Law does not generally require businesses to provide a refund simply because a customer changes their mind. However, where a business offers a change-of-mind policy, it must honour the policy's stated conditions.
The 14-day period
The change-of-mind period begins from the date the product is delivered.
You must contact Shopperslane within 14 days of delivery to request a change-of-mind return.
Returns must be approved by Shopperslane before the product is sent back.
9. Change-of-Mind Return Conditions
To qualify for a change-of-mind return, the product must generally:
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Be unused
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Not have been installed or assembled
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Not have been damaged after delivery
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Be returned in its original condition
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Include original packaging where reasonably required
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Include all accessories, components, manuals and other supplied items
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Be suitable for resale
We may decline a change-of-mind return where the product has been used, installed, assembled, damaged or otherwise returned in a condition that prevents it from being resold, subject to your rights under the Australian Consumer Law.
10. Change-of-Mind Exclusions
Change-of-mind returns are not available for certain products where the nature of the product makes a return inappropriate or where specifically excluded on the product listing.
Examples may include:
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Health or personal-use products where return is unsuitable for hygiene or safety reasons
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Products that have been used or installed
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Products that have been assembled or modified
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Products that cannot reasonably be resold due to their condition
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Customised or made-to-order products
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Bulk or commercial purchases where specifically excluded
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Other products specifically identified as non-returnable before purchase
These exclusions apply only to change-of-mind returns and do not limit your rights where a product does not meet the Australian Consumer Law.
11. Return Shipping and Restocking Fees
For an approved change-of-mind return, the customer is generally responsible for the cost of returning the product to us or to the nominated return location.
Where applicable, the original delivery cost may also be non-refundable.
A 10% restocking fee of the returned product's purchase price may apply to eligible change-of-mind returns.
The restocking fee does not apply to valid claims relating to faulty, damaged, incorrect or otherwise non-compliant products where the Australian Consumer Law applies.
We will advise you of any applicable return costs or fees before you proceed with the return.
12. Products Returned to Sender
If an order is returned to sender because:
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an incorrect or incomplete delivery address was provided;
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the customer failed to collect the parcel;
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delivery could not be completed due to information provided by the customer; or
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another circumstance caused by the customer prevented successful delivery,
the order may be treated as a change-of-mind return.
Applicable return, redelivery or other reasonable costs may apply.
Where the issue was caused by Shopperslane, the carrier or another party outside the customer's control, we will assess the circumstances separately.
13. Refunds
Once an approved refund has been authorised, the refund will generally be processed to the original payment method.
The time for the funds to appear in your account depends on your payment provider or financial institution.
Where a refund is provided under the Australian Consumer Law, Shopperslane will process the refund in accordance with the applicable consumer guarantee requirements.
We will not provide store credit instead of a refund where the Australian Consumer Law requires a refund.
14. Replacement Products
Where a replacement is agreed or required, Shopperslane may provide:
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The same product
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An equivalent replacement
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Another appropriate remedy where permitted by law
If the original product is unavailable, we will discuss the available options with you.
Where the Australian Consumer Law gives you the right to choose between a refund and replacement, we will respect that right.
15. Products Damaged During Delivery
If your product arrives visibly damaged, please take photographs of:
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The product
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The outer packaging
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Any damage to the packaging
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Shipping labels
Please contact Shopperslane as soon as reasonably possible.
We may request photographs or other information to help determine whether the damage occurred during delivery.
This does not limit your rights under the Australian Consumer Law.
16. Product Recalls
If a product sold by Shopperslane is subject to a safety recall or other official recall, we will take appropriate action in accordance with the applicable recall requirements.
Customers affected by a recall may be contacted using the information associated with their order where appropriate.
17. Supplier or Manufacturer Warranty
Some products may also be covered by a manufacturer's or supplier's warranty.
Where applicable, we may work with the manufacturer, supplier or fulfilment partner to resolve the issue.
However, you should not be required to deal directly with a manufacturer or supplier instead of Shopperslane where Shopperslane is responsible for providing a remedy under the Australian Consumer Law.
Any supplier-specific warranty conditions are additional to and do not limit your rights under the Australian Consumer Law.
18. Reasonably Foreseeable Loss or Damage
Where the Australian Consumer Law provides a right to compensation for reasonably foreseeable loss or damage resulting from a failure to meet a consumer guarantee, nothing in this policy excludes those rights.
19. How to Make a Warranty or Return Request
Please contact Shopperslane through our customer support channels and provide:
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Order number
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Product name
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Description of the issue
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Photos or video where relevant
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Any other information reasonably requested to assess the claim
Please do not send products back without receiving return instructions from Shopperslane unless otherwise agreed.
We will assess your request and advise you of the next steps.
20. Important Information About This Policy
This policy is intended to explain Shopperslane's warranty and voluntary return procedures in clear and practical terms.
Nothing in this policy:
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excludes your rights under the Australian Consumer Law;
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limits a remedy that you are legally entitled to;
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requires you to accept store credit where the law requires another remedy; or
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limits your right to compensation where provided by law.
Where this policy conflicts with a mandatory requirement of Australian law, the applicable law will prevail.
21. Contact Us
If you have a question about a product, warranty, return or refund, please contact Shopperslane through our customer support channels.
Please include your order number whenever possible so that we can locate your purchase quickly.
