At Edpier, we want you to be happy with your purchase. This policy is designed to comply with the Australian Consumer Law (ACL).

 

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product:

• Is faulty or defective

• Is significantly different from its description

• Is not fit for its intended purpose

• Has a major failure

These rights cannot be excluded and apply regardless of any other policy stated here.

 

Change of Mind Returns

We do not offer refunds or exchanges for change of mind, including:

• Ordering the wrong item

• No longer needing the item

• Finding the item cheaper elsewhere

Please choose carefully before placing your order.

 

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as reasonably possible after delivery so we can assist you. When contacting us, please provide:

• your order number

• a description of the issue

• clear photographs of the item and, where relevant, the packaging

Providing this information helps us assess the issue promptly.

Assessment Process

In some circumstances, we may require the item(s) to be returned to us for assessment. If a return is required:

• we will provide you with return instructions before any item is sent back

• items should be returned in their original condition where reasonably possible

You may be asked to cover the cost of return postage initially. Where an item is assessed as faulty, damaged or incorrect in accordance with the Australian Consumer Law, reasonable return shipping costs will be reimbursed.

Please do not return items without contacting us first, as this may delay the assessment process.

Once the assessment is complete, we will notify you of the outcome. If the item is found to be faulty, damaged or incorrect, we will offer an appropriate remedy in accordance with the Australian Consumer Law. This may include a repair, replacement or refund, depending on the circumstances.

 

Refunds

Where a repair or replacement is not available or is not a reasonable option, a refund may be offered in accordance with the Australian Consumer Law.

Approved refunds will be processed to the original payment method used at checkout. Refunds are typically processed within 5–10 business days after approval.

Shipping fees are non-refundable unless required under the Australian Consumer Law.

 

Exclusions

We cannot accept returns for:

• Normal wear and tear
• Change of mind
• Damage caused by misuse or improper care
• Items returned without prior approval
• Items shipped to an incorrect address
• Improper assembly or modification
• Abnormal use or abuse
• Lack of reasonable care or maintenance (e.g., fabric, leather, timber)
• Damage to external packaging only

 

Fair Use

We aim to process returns fairly and in accordance with the Australian Consumer Law.

We monitor returns as part of our internal assessment processes. Where a pattern of excessive or inappropriate use is identified, we may take reasonable steps consistent with our Terms & Conditions, including limiting future returns or refusing or cancelling orders.

This does not affect a customer’s rights under the Australian Consumer Law. Where goods have a genuine fault or failure that gives rise to a statutory remedy, those rights will continue to apply.

Fraud Prevention & Order Cancellation

Right to Cancel Orders
We reserve the right to cancel or refuse any order where we have a legitimate concern about payment, fraud, or security. This includes, but is not limited to:

• Orders flagged as high or medium risk by our payment processor

• Mismatched billing and shipping addresses

• Unusual or suspicious order patterns

Payment and Refunds

• If an order is cancelled after payment has been processed, a full refund will be issued promptly to the original payment method.

• Refunds will typically be processed within 5–10 business days, depending on your bank or payment provider.

Communication

• Customers will be notified via email if their order is cancelled for security or fraud prevention reasons.

• We will provide a general reason for cancellation but will not disclose personal information about any investigation or suspicion.

Customer Responsibility

• Customers are responsible for providing accurate billing and shipping information.

• Orders may be delayed or cancelled if the information provided is incomplete or cannot be verified.

General

• This policy is designed to protect both our customers and our business from fraudulent activity.

• All cancellations will be handled fairly and in accordance with the Australian Consumer Law (ACL).

Contact Us

For all returns and refund enquiries, please contact us at:
info@edpier.com.au

 

Important Note

Delays caused by courier networks, peak periods, or events outside our control (such as weather or carrier disruptions) do not automatically constitute a fault under Australian Consumer Law.

This policy operates alongside your rights under ACL.