Effective Date: 1 September 2025

At Thestoreonline.com.au, we want you to be completely satisfied with your purchase. This Refunds & Returns Policy explains your rights and how we handle returns, refunds, and exchanges in compliance with the Australian Consumer Law.

1. Change of Mind

We do not offer refunds or exchanges for change of mind purchases.

Please choose carefully and review all product details before placing your order.

2. Faulty, Damaged, or Incorrect Items

You are entitled to a repair, replacement, or refund under Australian Consumer Law if your item:

Is faulty or defective.

Arrives damaged.

Does not match the description provided on our website.

Is the wrong item shipped to you.

If any of the above apply, please contact us within 14 days of receiving your order.

3. Returns Process

To request a return:

Email us at info@thestoreonline.com.au
with your order number, details of the issue, and photos (if applicable).

Our support team will confirm whether your return is eligible.

If approved, we will provide you with the return instructions and the return address (which may be our warehouse or the supplier’s warehouse depending on the product).

4. Return Shipping Costs

If the item is faulty, damaged, or incorrect, we will cover the cost of return shipping or provide a prepaid return label.

If the return is not due to a fault (and is accepted at our discretion), you will be responsible for return shipping costs.

5. Processing Refunds

Refunds will be processed back to your original payment method.

Please allow up to 10 business days for the refund to appear in your account once processed.

In some cases, we may offer a store credit or replacement instead of a refund, if you agree.

6. Supplier Returns

As we operate through wholesale suppliers, the return address may vary depending on the product and supplier. Our team will provide clear instructions once your return is approved.

7. Exceptions

The following items are not eligible for return (unless faulty or misdescribed):

Perishable goods.

Personal care items (e.g., cosmetics, hygiene products).

Customised or personalised products.

8. Contact Us

For any return or refund enquiries, please contact us:

Email: info@thestoreonline.com.au

Phone: 1300 999 599

Mail: Suite 1100, 1 Barratt St, Hurstville, NSW 2220, Australia