Return and Refund Policy

Last Updated: November 14, 2024

At Ottertapcrown, your satisfaction is our top priority. This policy describes the terms for refunds, returns, and exchanges of products and services we offer in accordance with the Australian Consumer Law and Competition and Consumer Act 2010.

1. Consumer Guarantees

Under the Australian Consumer Law, you have guaranteed consumer rights. Goods must be of acceptable quality, fit for purpose, match their description, and have clear title. Services must be provided with reasonable care and skill.

2. Eligibility Period

For change of mind returns, you can request a refund, return, or exchange within days from the date of purchase. Consumer guarantee rights apply for a reasonable time based on the nature of the goods or services.

3. Requirements for Returns

  • For change of mind returns, the product must be in its original condition, unused and undamaged.
  • The purchase receipt or invoice must be included.
  • For faulty products, evidence such as photos may be required.
  • Original packaging should be retained where possible.

4. Non-Refundable Products (Change of Mind)

Change of mind returns do not apply to:

  • Downloaded digital products.
  • Gift cards or promotional vouchers.
  • Sale or final sale items (unless faulty).
  • Personalised items.
  • Perishable goods.

Note: Consumer guarantee rights still apply to these items if they are faulty.

5. Request Procedure

To submit a request, contact us at team@ottertapcrown.com.au and provide the following information:

  • Your full name and contact details.
  • Order number or proof of purchase.
  • A clear description of the issue or the reason for your request.
  • Evidence (e.g., photos for defective or damaged products).

6. Shipping Costs

For change of mind returns, original shipping costs are non-refundable and the customer bears return shipping costs. For faulty products or our errors, we will cover return shipping costs.

7. Faulty or Incorrect Products

If you receive a faulty or incorrect product, please contact us immediately. Under the Australian Consumer Law, we will offer:

  • A replacement product.
  • A repair (if reasonable).
  • A full refund.

8. Changes to This Policy

We reserve the right to update this policy at any time. It is recommended to check this page regularly to stay informed about possible changes. Your consumer guarantee rights cannot be excluded or limited.

9. Contact

For questions or concerns about this policy, you can contact us:

  • Email: team@ottertapcrown.com.au
  • Phone: +61 8 7078 1294
  • Address: Level 1, 12 King William Rd, Adelaide SA 5000, Australia
Important Note: This policy operates alongside your rights under Australian consumer protection laws. If you have a dispute that cannot be resolved, you may contact the Australian Competition and Consumer Commission (ACCC) or your state's fair trading office.