Return and Refund Policy

1. Overview

At Storage Organisers, we are committed to supplying high-quality storage and organisation products.

Please review this policy carefully before placing an order. Return conditions differ depending on the reason for the return and the type of product purchased.

This policy covers:

• Change-of-mind returns

• Incorrect sizing or product selection

• Bins and hampers

• Damaged or broken products

• Broken glass

• Missing or incorrectly supplied items

• Faulty products

• Large and bulky products

• Pre-order and backorder products

This policy operates in accordance with the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded.

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2. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Where a product does not meet an applicable consumer guarantee, the customer may be entitled to a repair, replacement, refund or another remedy, depending on the circumstances and whether the failure is major or minor.

For a major failure, the customer may be entitled to reject the product and choose between a refund or replacement.

For a minor failure, Storage Organisers may provide an appropriate repair, replacement part, replacement product or other remedy within a reasonable time.

Customers may also be entitled to compensation for reasonably foreseeable loss or damage resulting from a failure to meet a consumer guarantee.

These rights apply separately from our voluntary change-of-mind return conditions.

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3. Change-of-Mind Returns

Storage Organisers is not required to provide a refund, replacement or exchange where a customer simply changes their mind.

However, Storage Organisers may approve a change-of-mind return where all conditions in this policy are satisfied.

A change of mind includes, but is not limited to:

• Ordering the wrong size

• Ordering the wrong colour, model or product

• Taking incorrect measurements

• The product not fitting the intended cabinet, room or space

• The product not matching the customer’s personal preference

• Deciding the product is no longer required

• Finding an alternative product

• Failing to review the listed dimensions or specifications

• Changing your mind after the order has been dispatched

• Ordering too many products

• Deciding that the product is unsuitable for the intended use where the product itself is not faulty or incorrectly described

Return request period

Unless a different period is stated in this policy, a change-of-mind return request must be submitted within 14 days from the recorded delivery date.

Products in the Bins & Hampers Collection are subject to the separate strict 7-day period set out in Section 5.

Submitting a request does not automatically approve the return.

Written return approval must be received from Storage Organisers before a product is sent back.

Returns sent without prior approval may be refused and returned to the sender at the customer’s expense.

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4. 25% Restocking Fee

All approved change-of-mind returns are subject to a 25% restocking fee.

This includes returns resulting from:

• Ordering the wrong size

• Taking incorrect measurements

• Ordering the wrong model or product

• The product not fitting the intended space

• The customer no longer requiring the product

• The customer changing their mind

• The product not matching the customer’s personal preference

• Failure to review product dimensions or specifications

• Any other reason that does not involve a product fault, incorrect supply or failure under the Australian Consumer Law

The 25% restocking fee will be deducted from the approved refund.

The fee contributes towards:

• Warehouse handling

• Product inspection

• Counting and checking components

• Administrative processing

• Repackaging

• Returning the product to inventory

• Loss or reduction in resale value

• Payment processing and fulfilment administration

The 25% restocking fee does not apply where the customer is entitled to a remedy under the Australian Consumer Law.

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5. Bins & Hampers Collection — Strict 7-Day Change-of-Mind Period

Products purchased from the Bins & Hampers Collection are subject to a strict 7-day change-of-mind return period.

Any request relating to:

• Incorrect size

• Incorrect measurements

• The product not fitting

• Ordering the wrong model

• Ordering the wrong product

• No longer requiring the product

• Personal preference

• Any other change-of-mind reason

must be submitted within 7 days from the recorded delivery date.

After 7 days from delivery, Storage Organisers will not accept a return, exchange or refund for a change-of-mind reason relating to a product in the Bins & Hampers Collection.

All approved change-of-mind returns from the Bins & Hampers Collection are subject to:

• A 25% restocking fee

• Customer-paid return shipping

• Non-refundable original delivery charges

• Written return approval

• Inspection after arrival

• The product being unused, unassembled and uninstalled

• The product being returned with all original components and packaging

• The product being in a condition suitable for resale as new

This section applies only to change-of-mind returns and does not limit rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

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6. Product Condition for Change-of-Mind Returns

To qualify for an approved change-of-mind return, the product must:

• Be unused

• Be unwashed

• Be unassembled

• Be uninstalled

• Be free from marks, scratches, damage, odours or signs of use

• Be returned in its original packaging

• Include all original parts, fittings, hardware, accessories, inserts and instructions

• Be complete

• Be in a condition suitable for resale as a new product

• Not have been altered, modified or incorrectly assembled

Storage Organisers may refuse a change-of-mind return where the product does not meet these conditions.

Where a returned product or its packaging is damaged, incomplete or materially reduced in value, Storage Organisers may:

• Refuse the return; or

• Apply an additional reasonable deduction reflecting the reduction in value.

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7. Change-of-Mind Shipping Costs

For all approved change-of-mind returns:

• The customer is responsible for arranging and paying return shipping

• Original shipping and delivery charges are non-refundable

• The product remains the customer’s responsibility until it is received and inspected by Storage Organisers

• The customer must package the product securely for return

• Storage Organisers is not responsible for returns lost or damaged in return transit

We recommend using a tracked and appropriately insured delivery service.

If a returned product is damaged because it was inadequately packaged, the return may be refused or the refund may be reduced to reflect the damage.

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8. Returns That Will Not Be Accepted as Change of Mind

A voluntary change-of-mind return will not be accepted where:

• The applicable return request period has passed

• Written approval was not obtained

• The product has been used

• The product has been assembled or installed

• The product has been washed or altered

• The product has been damaged after delivery

• The product is incomplete

• Components, fittings, accessories or instructions are missing

• Original packaging is missing or materially damaged

• The product is customised, personalised or made to order

• The product is marked as clearance, final sale or non-returnable before purchase

• The product cannot safely or hygienically be resold

• The product was damaged by incorrect installation or assembly

• The product was damaged through misuse, overloading or unreasonable use

This section applies only to change-of-mind returns and does not limit Australian Consumer Law rights.

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9. Faulty, Damaged, Missing or Incorrectly Supplied Products

Please contact Storage Organisers as soon as reasonably possible if a product arrives:

• Faulty

• Damaged

• Broken

• Incomplete

• Missing from the order

• Incorrectly supplied

• Different from the product ordered

• Materially different from its advertised description

We may request information and evidence to locate the order, assess the issue and determine the appropriate next steps.

This may include:

• The order number, if available

• The full name used when placing the order

• The email address or phone number used at checkout

• The delivery address

• The affected product name

• The quantity affected

• Clear photographs or video of the affected product

• A photograph showing all products received

• Photographs of the external carton

• A photograph of the shipping label

• Photographs of the internal packaging

• Confirmation of how many cartons were delivered

• Any other information reasonably required to investigate the matter

Customers must retain the affected product, external carton and internal packaging until the claim has been assessed.

Providing photographs and information helps us investigate the claim and does not remove any rights that apply under the Australian Consumer Law.

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10. Broken Glass and Transit Damage Claims

Customers must inspect glass products promptly after delivery.

Claims alleging that glass was broken or damaged during delivery must be reported within 7 days from the recorded delivery date.

Customers must provide sufficient information to allow Storage Organisers to investigate whether the breakage occurred before or during delivery.

This may include:

• Clear photographs of each broken item

• A photograph showing all glass products received

• Photographs of the external shipping carton

• A photograph of the shipping label

• Photographs of the internal protective packaging

• The product name and quantity affected

• Confirmation of how many cartons were delivered

• A written explanation of how the package arrived

The broken product, carton and all internal packaging must be retained until the investigation has been completed.

Where a transit-damage or broken-glass claim is made more than 7 days after delivery, Storage Organisers may refuse the claim where the delay prevents us or the delivery provider from reasonably establishing that the damage occurred before or during delivery.

Examples include circumstances where:

• The packaging has been discarded

• The broken product has been disposed of

• There is insufficient photographic evidence

• The product has been used or moved after delivery

• The product may have been broken after delivery

• The delivery provider’s claim period has expired because of delayed reporting

• The available evidence does not support transit damage

However, nothing in this section excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

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11. Missing Item Claims

If a product appears to be missing, customers should first:

• Check all cartons included in the delivery

• Check inside larger storage containers, baskets or products

• Check beneath all internal packaging

• Confirm whether the order was sent in multiple parcels

• Review tracking information for any parcel still in transit

Smaller items may be packed inside larger storage products for protection and efficient delivery.

If the product remains missing, the customer must contact Storage Organisers and provide the information reasonably required to investigate the claim.

Storage Organisers may review:

• Shopify order records

• Packing photographs

• Packing video

• SendPack records

• Carton weights

• Product quantities

• Shipping labels

• Tracking information

• Delivery confirmation

• Customer photographs

• Warehouse records

Where an item is confirmed as missing, Storage Organisers will provide an appropriate remedy based on the circumstances and any applicable legal obligations.

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12. Assessment and Packing Evidence

Storage Organisers may assess a claim before approving a replacement, return, refund or other remedy.

This assessment may include reviewing:

• Order records

• Product and quantity records

• Warehouse packing records

• Packing photographs or video

• SendPack evidence

• Dispatch weights

• Shipping labels

• Tracking information

• Delivery confirmation

• Customer-supplied photographs

• Customer-supplied video

• The condition of the external carton and internal packaging

Packing evidence will be considered together with all other available evidence.

Where packing records clearly show that an item was included, Storage Organisers may request further information before determining the outcome of a missing-item claim.

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13. Remedies for Product Issues

Where a product issue is confirmed, the available remedy will depend on:

• The nature of the issue

• Whether the failure is major or minor

• Whether only one component is affected

• Whether a replacement part will resolve the issue

• The requirements of the Australian Consumer Law

An appropriate remedy may include:

• Supplying a missing component

• Replacing a damaged lid, jar, fitting or part

• Repairing the product

• Replacing the affected product

• Providing a partial refund

• Providing a full refund

• Providing another remedy agreed with the customer

Where a failure is minor, Storage Organisers may provide a repair, replacement component or replacement product within a reasonable time.

Where a product has a major failure, the customer may have the right to choose between a refund and replacement in accordance with the Australian Consumer Law.

The 25% restocking fee does not apply where a remedy is being provided for a product issue covered by the Australian Consumer Law.

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14. Products Damaged After Delivery

Storage Organisers is not responsible for damage caused after delivery by:

• Incorrect assembly

• Incorrect installation

• Failure to follow supplied instructions

• Misuse

• Unreasonable use

• Overloading

• Accidental damage

• Alteration or modification

• General wear and tear

• Use for a purpose the product was not designed for

• Failure to maintain or care for the product appropriately

This does not exclude responsibility for an underlying product fault covered by the Australian Consumer Law.

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15. Return Shipping for Faulty or Incorrect Products

Customers must contact Storage Organisers before returning a faulty, damaged or incorrectly supplied product.

Where a product is covered by the Australian Consumer Law, Storage Organisers will meet its obligations regarding reasonable return, postage or collection costs.

Depending on the circumstances, we may:

• Provide a prepaid return label

• Arrange collection

• Reimburse reasonable return postage

• Confirm that return of the product is not required

Customers must not dispose of a product unless written authorisation has been provided by Storage Organisers.

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16. Large and Bulky Products

Large and bulky products may include:

• Pull-out bins

• Waste systems

• Hampers

• Large storage bins

• Cabinet storage systems

• Kitchen storage products

• Oversized baskets

• Installation hardware

These products can incur substantial delivery, handling and repackaging costs.

Before ordering, customers are responsible for checking:

• Product dimensions

• Cabinet opening dimensions

• Internal cabinet dimensions

• Required clearances

• Installation requirements

• Access points

• Product specifications

• Compatibility with the intended space

• Whether the product is appropriate for the intended use

Returns resulting from incorrect measurements, incorrect product selection or the product not fitting will be treated as change-of-mind returns.

Where approved, these returns are subject to:

• The applicable return request period

• A 25% restocking fee

• Customer-paid return shipping

• Non-refundable original shipping charges

• Inspection after return

• All product-condition requirements

This does not apply where the product is faulty, incorrectly supplied or materially different from its advertised description.

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17. Refund Processing

Once an authorised return has been received, Storage Organisers will inspect the product.

Approved refunds will generally be processed within 7 business days after inspection.

Refunds will be issued to the original payment method unless otherwise agreed or required by law.

Additional processing time may apply before the funds appear in the customer’s account, depending on the bank or payment provider.

For approved change-of-mind returns, the refund will be calculated after deducting:

• The 25% restocking fee

• Original shipping charges

• Any reasonable additional deduction relating to incomplete or damaged returned products

No refund will be issued until the authorised return has been received and inspected, unless Storage Organisers agrees otherwise.

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18. Pre-Order and Backorder Products

Some products may be sold as pre-order or backorder products and may not be available for immediate dispatch.

Estimated dispatch or arrival dates are provided in good faith as a guide.

Dates may change because of:

• Supplier delays

• Manufacturing delays

• Freight delays

• Port delays

• Customs delays

• Weather events

• Industrial action

• Other circumstances beyond our direct control

Payment

Full payment may be required when a pre-order or backorder is placed.

Customer acknowledgement

By purchasing a clearly identified pre-order or backorder product, the customer acknowledges:

• The product is not available for immediate dispatch

• The stated dispatch or arrival date is an estimate

• Reasonable delays may occur

• Products in the order may be held and dispatched together unless otherwise arranged

Change-of-mind cancellation before dispatch

Change-of-mind cancellations are not automatically accepted after a pre-order or backorder has been placed.

Storage Organisers may consider a cancellation request at its discretion, particularly where stock has already been ordered, allocated or secured for the customer.

Any administrative or cancellation fee will only apply where it was clearly disclosed and is reasonable and lawful in the circumstances.

Returns after delivery

Where a voluntary change-of-mind return is available, the applicable return period begins from the recorded delivery date, not the order date.

All other change-of-mind conditions in this policy apply.

Nothing in this section limits rights that may apply where Storage Organisers is unable to supply a product within the agreed or a reasonable timeframe.

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19. Proof of Purchase

Storage Organisers may request reasonable proof of purchase before assessing a return, refund, replacement or claim.

Acceptable proof may include:

• An order confirmation

• A tax invoice

• A receipt

• A bank or payment statement

• The customer’s full name and contact information

• The email address or phone number used at checkout

• The delivery address

• Other information allowing us to locate the transaction

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20. Chargebacks and Payment Disputes

Customers should contact Storage Organisers and allow us a reasonable opportunity to investigate and resolve an order issue before commencing a payment dispute or chargeback.

Where a chargeback or payment dispute is submitted, Storage Organisers may provide the payment provider with relevant evidence, including:

• Order records

• Customer communications

• Packing photographs or video

• Dispatch records

• Tracking information

• Delivery confirmation

• Replacement or refund records

• Any other relevant evidence

Nothing in this section limits a customer’s lawful rights.

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21. Contact Us

To request a return or report an order issue, contact:

Storage Organisers

Email: Info@storageorganisers.com.au
Address: 5 Powdrill Road, Prestons NSW 2170

Please do not return a product to the above address without first obtaining written approval and return instructions from Storage Organisers.