For inquiries related to returns, refunds, or exchanges of a product purchased from another store, please contact the original point of purchase as we are unable to provide assistance on this website. Please refer to our Warranty Policy for additional information.
We honour our obligations under the Australian Consumer Guarantees and encourage you to review our Warranty Policy to understand what constitutes a 'faulty' product before submitting a claim.
Upon receiving your claim, we will evaluate it and may provide troubleshooting suggestions to assist you in resolving the issue. If we request that you send the product to us for inspection, we will provide a pre-paid e-Parcel label to cover the return shipping cost.
I ordered the wrong product and want to exchange
Customers are responsible for covering the postage expenses associated with returning the product for an exchange. In the event that the product requested for exchange is unavailable upon receipt of the return, and it adheres to our Returns Policy, a complete refund will be issued to the original payment method.
I was delivered the wrong product
Please review the order confirmation or receipt we have provided to verify whether the incorrect product was dispatched to you. Please compare the model/product number (e.g. 3S-XXXX) on the packaging with the model/product number indicated on your order confirmation.
If there is a discrepancy between the two, it indicates an error from our end, and we will cover the return shipping cost by providing a pre-paid e-Parcel label. However, if both model/product numbers are identical, it implies that there was an ordering mistake from the customer (please refer to the section 'I ordered the wrong product' above).
The customer is responsible for bearing the postage costs associated with exchanging a product for a preferred one, for reasons including wanting a different colour or style.
Change of mind
Unless exchanging for another product, returns due to a change of mind are not accepted.
I want to cancel or change an order I recently placed
In case you wish to cancel or modify an order that you have recently placed, please get in touch with us using the contact details provided below within 60 minutes of placing the order. Please note that we cannot guarantee you of cancelling or modifying the order after this timeframe.
To be eligible for a FULL refund, the returned product must:
- have been purchased within 24 months of your claim;
- include the returns form we send you and filled out in full;
- use the pre-paid e-Parcel label we send you;
- be securely packaged (e.g. sufficient padding); AND
- be investigated and verified by us that it violates one or more of the Australian Consumer Guarantees.
We will inform you regarding the outcome of the investigation, and if the product is deemed to be free of faults, we will return it to you. If a fault is confirmed, we will provide a replacement (subject to availability and your request) or issue a refund via the original payment method.
Please note that after the refund has been approved, it may take up to one month for 3sixT to process the reimbursement to the customer.
I ordered the wrong product and I want to exchange a product
To be eligible for an exchange, the returned product must:
- have been purchased within 14 days of your claim;
- be unopened, unused and the packaging in original and undamaged condition;
- include the returns form we send you and filled out in full; AND
- be securely packaged (e.g. sufficient padding)
Provided that the above criteria are satisfied, we will process a replacement via the original payment method as long as the product is available in our inventory. In the event that the product you chose is not in stock at the time of your claim, we will reimburse you the entire amount. However, if one or more of the requirements are not fulfilled, we may either send the product back to you or offer a partial refund.
Please note that after the claim has been approved, it may take up to one month for 3sixT to process the reimbursement to the customer.