Refund & Return Policy

Refund & Return Policy

REFUND & RETURN POLICY

Standard After-Sales Protocol • Defective Claims & Refund Processing Terms

At a Glance Policy Key Terms

1. All Sales Are Final Policy

Due to the unique nature, packaging specifications, and hygienic requirements of our products, all sales made through this website are considered final.

Non-Quality Issues Excluded: We do not accept returns, exchanges, or refund requests resulting from change of mind, subjective preference, buyer remorse, or accidental ordering (such as selecting the wrong size, color, or quantity).

Customer Responsibility: Please thoroughly review product descriptions, specifications, quantities, and delivery details before completing checkout. Once an order is processed, modifications or cancellations are not permitted under standard circumstances.

2. Defective, Damaged, or Incorrect Items

We take quality control and parcel safety seriously. While general returns are restricted, we stand behind the integrity of our merchandise upon arrival:

Eligible Quality Claims: If you receive an item that is defective, flawed in manufacturing, physically damaged during postal transit, or distinctly different from the item listed on your invoice, you are entitled to a full replacement or refund.

7-Day Reporting Window: Claims regarding defective or damaged goods must be formally submitted to our customer care team within 7 calendar days of delivery (as confirmed by the Australia Post carrier tracking timestamp). Claims received beyond this 7-day period will not be eligible for review or compensation.

3. How to Apply for an Inspection or Refund

To ensure prompt and direct handling of your case, all after-sales quality claims are processed exclusively through our dedicated WhatsApp support channel:

Step 1: Initiate Contact via WhatsApp: Message our official support line directly at +61 416850482 within 7 days of parcel arrival.

Step 2: Provide Order Identification: State your full Order Number (as shown on your confirmation email) and the recipient name registered on the order.

Step 3: Submit Supporting Visual Evidence: Provide clear, well-lit photos or high-definition video clips showing: (a) the defective or damaged part of the item, (b) the overall product in its current state, and (c) the outer parcel shipping label clearly displaying the tracking barcode.

Our after-sales specialists review claims during standard operating hours and typically respond with an assessment outcome within 24 to 48 business hours.

4. Claim Resolution & Remedies

Upon thorough evaluation and verification of the provided evidence, our support team will offer one of the following resolutions depending on stock availability and customer preference:

Complimentary Replacement: A brand-new replacement item will be expedited to your original shipping address at no extra shipping cost, accompanied by a new Australia Post tracking number.

Full or Partial Refund: If the item is out of stock or if a replacement is impractical, a full refund for the defective merchandise (including proportional shipping costs) will be authorized.

Physical Return Requirement: In most instances where clear photographic or video evidence conclusively demonstrates the defect, physical return of the damaged item may be waived to prevent unnecessary transit delays. If physical return is specifically required, our team will provide pre-authorized return instructions.

5. Refund Processing & Bank Reflection Timeline

Once your refund has been formally reviewed and approved by our customer support team:

Payment Reversal Method: All approved refunds are credited exclusively to the original payment method used during checkout (such as the original debit/credit card or payment account). For security and anti-money laundering compliance, refunds cannot be routed to alternative cards, third parties, or separate accounts.

Bank Settlement Timeline: While our merchant system initiates refund transactions immediately upon approval, the funds typically require 3 to 7 business days to formally reflect on your statement, depending on your card issuer or banking institution's standard settlement protocols.

Delayed Refund Inquiries: If your funds have not appeared after 7 full business days from receiving our refund confirmation, we advise checking with your credit card issuer or bank first, as processing times vary. If issues persist, please re-contact our WhatsApp team for gateway authorization reference numbers.

6. Order Cancellations Prior to Dispatch

Because orders are prepared and dispatched swiftly within our standard 48-hour fulfillment window, order cancellation requests can only be accommodated before the parcel has entered the packaging and logistics stage. Once an order is transferred to Australia Post or assigned an active tracking number, the order cannot be recalled or canceled and will follow the final sale provisions outlined herein.

7. Customer Support Contact

For all after-sales questions, defect claims, or order verification assistance, please reach out directly through our dedicated channel:

Support Channel: Official WhatsApp Customer Service

Contact Number: +61 416850482

Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (AEST)

Alternative Inquiries: You may also reach our team through the official Contact page on this website.

Support email: support@durrydragon.com