Refund & Returns Policy

At The Store Online, we want you to be satisfied with your purchase. Our refund policy is governed by the Australian Consumer Law (ACL), ensuring your rights as a consumer are protected.

1. Consumer Guarantees

Under the ACL and NSW Fair Trading guidelines, you are entitled to a replacement or refund for a major failure of a product. 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.

A major failure occurs when the item:
• Has a problem that would have stopped someone from buying it if they had known about it.
• Is unsafe.
• Is significantly different from the sample or description.
• Doesn’t do what we said it would, or what you asked for, and can’t be easily fixed.

2. Change of Mind

Please choose carefully. Under NSW Fair Trading regulations, retailers are not legally required to provide a refund or replacement if you simply change your mind, found the item cheaper elsewhere, or decided you no longer like the product.

However, we understand that mistakes happen. For “Change of Mind” returns:
• You must contact us within 14 days of receiving the item.
• The product must be unopened, unused, and in its original packaging.
• Return shipping costs are the responsibility of the customer.
• A restocking fee (up to 15%) may apply to cover administrative and supplier costs.

3. Damaged or Defective Items

If your item arrives damaged or is faulty, please follow these steps immediately:

  1. Report the issue: Email our support team within 48 hours of delivery.
  2. Provide Proof: Attach clear photos or videos of the damage/fault and the shipping label.
  3. Assessment: We will work with our suppliers to assess the claim.
  4. Resolution: If the fault is verified, we will offer a repair, replacement, or full refund at no cost to you (including return shipping).

4. Exclusions

We cannot offer refunds or exchanges on certain items due to health and hygiene regulations, unless the item is faulty:

• Bedding (pillows, mattresses, toppers).
• Personal care items and cosmetics.
• Earrings and body jewellery.

5. Refund Process

• Approval: Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
• Method: Approved refunds will be processed via the original method of payment.
• Timeframe: Please allow 5–10 business days for the funds to appear in your account, depending on your financial institution.

6. Shipping Costs for Returns

• Faulty Items: We will cover the cost of return shipping for items deemed to have a major failure.
• Change of Mind: The customer is responsible for all shipping charges and ensures the item is returned safely. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Contact Us

For all refund inquiries, please contact:
Email: info@thestoreonline.com.au
Subject Line: Return Request – [Your Order Number]