Refund & Returns Policy

1. Introduction

This Refund & Returns Policy applies to all purchases made from Liambay (we, us or our) through our website (the Website). It explains your rights if you wish to return a product, how to make a return and how refunds are processed.

This policy forms part of our Terms & Conditions. Nothing in it limits or excludes your rights under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law (the ACL).

2. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

The ACL guarantees include that goods:

• are of acceptable quality, meaning safe, lasting, free from defects, acceptable in appearance and finish, and fit for all the purposes for which goods of that kind are commonly supplied;
• are fit for any purpose that you made known to us before purchase;
• match the description, and any sample or demonstration model shown to you; and
• come with spare parts and repair facilities reasonably available, unless we have told you otherwise.

These rights apply regardless of the return window in section 4. Our 14-day change of mind policy is offered in addition to, and not instead of, your statutory rights.

3. Faulty, damaged or incorrect goods

If your product arrives damaged, is faulty, does not match its description or is not the item you ordered, you may request a remedy under the ACL.

• Major failure: you may choose a refund or a replacement. A failure is major if, for example, the product has a safety problem, is substantially unfit for its normal purpose and cannot easily be fixed, or would not have been bought had you known of the problem.
• Non-major failure: we may choose to repair the product, replace it or refund you. If we do not fix the problem within a reasonable time, you may choose a refund or replacement.

Please contact us as soon as you discover the problem. For items damaged in transit or delivered incorrectly, we ask that you notify us within 7 days of delivery, with photos of the product, packaging and shipping label, so that we can resolve the matter promptly with the carrier. This request does not limit your rights under the ACL.

Where a product is returned because of a fault, damage or incorrect delivery, we will pay the reasonable cost of returning it to us, and we will refund or replace it at no cost to you. You are entitled to claim reasonable expenses incurred in returning the goods.

4. Change of mind returns (14 days)

The ACL does not require a business to provide a refund where a customer has simply changed their mind. However, Liambay offers the following voluntary policy.

You may return most products within 14 days of the date of delivery for a refund, if you have changed your mind, provided that:

• you notify us of your request within the 14-day period, as set out in section 5;
• the product is unused, undamaged and in the same condition in which you received it;
• the product is in its original packaging, with all accessories, manuals, cables, warranty cards, free gifts and bundled items;
• security seals, tamper-evident labels and serial number stickers have not been removed or damaged; and
• you provide proof of purchase, such as your order number or confirmation email.

Items that cannot be returned for change of mind

The following items are excluded from change of mind returns, but remain covered by your rights in section 3 if they are faulty or not as described:

• video games, software and other media where the shrink wrap or seal has been opened, or where a digital code or licence key has been revealed or redeemed;
• digital products, gift cards and vouchers;
• products that have been opened, and which for hygiene or health and safety reasons cannot be resold, such as in-ear headphones, earbuds and personal care appliances;
• consumables, such as batteries, ink and cartridges, once opened;
• products that have been used, installed, activated, registered to an account or altered, or that show signs of wear, scratches or damage not present on delivery;
• products damaged through misuse, accident, incorrect installation or failure to follow the manufacturer’s instructions; and
• products without their original packaging or with missing parts.

We may deduct from your refund an amount reflecting any reduction in the value of a product caused by it being handled, used or returned in a condition other than that described above.

5. How to make a return

1. Contact us by email at contact@liambay.com within the applicable time limit. Include your order number, the product(s) you wish to return, the reason for the return and, for faulty or damaged goods, clear photos or a short video showing the problem.
2. Wait for approval. We will respond within 2 business days. If your return is approved, we will email you a Return Authorisation number and return instructions. Please do not send goods back before you receive authorisation, as we may be unable to process them.
3. Pack the product securely in its original packaging, with all accessories, inside a protective outer carton. You are responsible for the goods until we receive them.
4. Send the product to the return address in section 6 using a tracked delivery service, and write your Return Authorisation number on the outside of the parcel. Keep your tracking number and proof of postage.

Unauthorised returns, or returns without a tracking number, may be delayed or refused. We are not responsible for goods lost or damaged on their way back to us where you have not used a tracked service, except where the return is for a faulty or incorrect item and we have arranged or paid for the return.

6. Return address

Liambay Returns 214 Auburn Street Goulburn NSW 2580 Australia

Please do not return items to any other address. Returns sent to the wrong address may be delayed or lost.

7. Return shipping costs

• Faulty, damaged or incorrect goods: Liambay pays the reasonable cost of return shipping. We will provide a prepaid label or reimburse you for reasonable postage on proof of cost.
• Change of mind: you are responsible for the cost of returning the product to us. Although we offer free delivery on orders within Australia, the original delivery charge is not refundable where goods are returned for change of mind.

8. Inspection of returned goods

On receipt, we will inspect the returned product and email you the outcome, usually within 3 business days. If the product meets the conditions of this policy, or if it is confirmed to be faulty or not as described, we will process your refund or replacement. If the product does not meet the conditions of this policy, we may refuse the refund, make a partial refund as set out in section 4, or return the product to you at your cost.

9. Refunds

Timing. Once your return has been received and approved, we will process your refund within 7 days. In the case of a faulty product where you are entitled to a refund, we will process it within the same timeframe after we have accepted your claim, and we will not delay it unreasonably.

Method. Refunds are made using the original payment method:

• Card payments (processed by Stripe): the refund is returned to the card used for the purchase. After we issue the refund, your bank or card issuer may take a further 5 to 10 business days to show it on your statement. This depends on your financial institution and is outside our control.
• Bank transfer payments: the refund is paid by bank transfer to the Australian bank account you nominate in writing. For security, we will confirm the account details with you before making payment, and we will only refund to an account in the name of the original purchaser.

Amount. Your refund will include the purchase price of the returned goods and, for faulty, damaged or incorrect goods, the original delivery charge (if any) and reasonable return costs. For change of mind returns, section 4 and section 7 apply. Refunds are made in Australian dollars.

Where a return includes only part of an order, we will refund only the returned item(s). If you received a bundle discount, free gift or promotional offer with the order, we may adjust the refund to reflect the loss of that benefit, and we may require the free gift to be returned.

10. Replacements and exchanges

Where you are entitled to a replacement, we will send you the same product, or if unavailable, a product of similar kind and value that you agree to, at no cost to you. If you are returning a product for change of mind and wish to exchange it for another, please tell us when you contact us. Exchanges are subject to stock availability and any price difference.

11. Cancelling an order before dispatch

You may ask us to cancel an order before it has been dispatched by contacting us as soon as possible, quoting your order number. If the order has not been dispatched, we will cancel it and refund you in full within 7 days. Once an order has been dispatched, you may return it under this policy.

12. Refused, undeliverable or lost parcels

If a delivery is refused, or is returned to us because no one collected it or the address provided was incorrect, we will refund the purchase price once we receive the goods, less the cost of redelivery or return postage incurred by us as a result. If your parcel is lost in transit, please contact us and we will investigate with the carrier, and arrange a replacement or refund.

13. Manufacturer’s warranty

Many of our products are covered by a manufacturer’s warranty. This warranty is in addition to your rights under the ACL. Details of how we deal with warranty claims are set out in our Warranty & Consumer Guarantees page.

14. Disputes and chargebacks

We encourage you to contact us first so that we can resolve any issue quickly. If you have a complaint, we will acknowledge it within 2 business days and aim to resolve it within 14 days. You may also contact your state or territory consumer protection agency or the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au.

15. Contact us

For all returns and refund enquiries, please email contact@liambay.com. Our telephone number and business hours are available on our Contact Us page.

16. Changes to this policy

We may update this policy from time to time. The version in force at the time you place your order will apply to that order. The most recent version is always available on the Website.