Refund policy
At rasoishop.shop, we want customers to feel confident when making a purchase.
This Return and Refund Policy explains our procedures for change-of-mind returns, damaged products, defective products, incorrect items, exchanges, refunds, cancellations, and other return-related matters.
This policy applies to purchases made through rasoishop.shop.
Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot legally be excluded under the Australian Consumer Law.
Australian consumer guarantees are automatic. A business cannot remove them merely by stating that refunds are unavailable or only available within a fixed store return period.
1. Australian Consumer Guarantees
Goods supplied to eligible consumers in Australia must satisfy applicable consumer guarantees.
Among other requirements, products generally must be of acceptable quality, be reasonably fit for applicable purposes, and correspond with their description.
Where a product fails an applicable consumer guarantee, customers may be entitled to a remedy depending on the nature and seriousness of the problem.
For a major problem, Australian Consumer Law may give the consumer the right to reject the goods and choose between a refund or replacement.
For a minor problem, the supplier may generally have an opportunity to provide an appropriate remedy within a reasonable time.
These statutory rights operate independently of our voluntary change-of-mind return policy.
2. Voluntary 30-Day Change-of-Mind Returns
In addition to statutory consumer rights, rasoishop.shop generally accepts eligible change-of-mind return requests made within 30 days after delivery.
To qualify for a voluntary change-of-mind return, the product should normally:
- Be unused;
- Be clean;
- Be undamaged;
- Be in substantially the same condition as received;
- Include original accessories and components;
- Include manuals or instructions supplied with the product;
- Include original packaging where reasonably possible;
- Not have been materially altered or modified;
- Be accompanied by proof of purchase.
A return request does not automatically guarantee approval.
Returned products may be inspected before a voluntary refund is issued.
The 30-day period applies only to our voluntary change-of-mind policy. It does not limit any longer rights a customer may have under Australian Consumer Law.
3. Change-of-Mind Exclusions
Subject always to mandatory consumer rights, voluntary change-of-mind returns may not be accepted for:
- Personalised products;
- Custom-made products;
- Products modified to customer specifications;
- Products damaged after delivery through misuse;
- Products missing essential components;
- Products that have been materially altered;
- Opened hygiene-sensitive goods where resale would be inappropriate;
- Gift cards or stored-value products where applicable;
- Products clearly identified as final-sale items for change-of-mind purposes.
These exclusions do not prevent a customer from exercising rights available under Australian Consumer Law if the product is defective or otherwise fails a consumer guarantee.
4. Damaged Products
If a product arrives damaged, customers should contact:
Please provide:
- Order number;
- Description of the damage;
- Photographs of the product where reasonably practical;
- Photographs of the external packaging where relevant.
Customers should contact us as soon as reasonably possible so that we can investigate the problem efficiently.
We will not impose unreasonable evidence requirements where a customer has a valid statutory claim.
5. Defective or Faulty Products
If a product is defective, unsafe, does not operate as reasonably expected, or otherwise appears to fail an applicable consumer guarantee, contact us at:
We will review the circumstances and provide a remedy consistent with applicable Australian Consumer Law.
The appropriate remedy may include:
- Repair;
- Replacement;
- Refund;
- Another remedy required by law.
6. Incorrect Products
If we send you an item that is different from the item you ordered, please contact us promptly.
Provide the order number and details of the incorrect product.
Once the issue is confirmed, we may arrange:
- Replacement with the correct product;
- Return of the incorrect product;
- Refund where appropriate.
Where the error is ours, reasonable return costs will be handled by us where required by law.
7. How to Request a Return
To request a return, contact:
Include:
- Your order number;
- The product concerned;
- Reason for return;
- Relevant supporting information.
After reviewing your request, we will provide return instructions where appropriate.
Do not send products to an arbitrary location without first receiving return instructions from us.
8. Return Shipping Costs
For an approved voluntary change-of-mind return, the customer is generally responsible for the cost of returning the item.
For a product that is defective, damaged on arrival, incorrectly supplied, or otherwise subject to a legal remedy, reasonable return costs will be handled in accordance with Australian Consumer Law.
9. Inspection of Returned Products
We may inspect returned products before completing a voluntary refund.
A voluntary change-of-mind refund may be refused if the product:
- Has been significantly used;
- Was damaged after delivery;
- Has been altered;
- Is missing significant components;
- Is not the product originally purchased;
- Does not satisfy the conditions of our voluntary return policy.
This inspection process does not remove statutory rights relating to defective or non-compliant goods.
10. Refund Method
Approved refunds will normally be issued to the original payment method used to place the order.
Once we submit a refund, the customer's bank, card issuer, or payment provider may require additional time to post the refund.
Processing periods controlled by banks and payment providers are outside our direct control.
11. Original Shipping Charges
Standard shipping is free on all orders placed through rasoishop.shop.
Therefore, there is normally no standard outbound shipping charge to refund.
Where an optional paid delivery service is offered and purchased, treatment of that charge will depend on the reason for the return and applicable law.
12. Exchanges
Customers may request an exchange where appropriate.
Exchanges depend on product availability.
If the requested replacement product is unavailable, another solution may be offered, including a refund where appropriate.
Statutory remedies for defective goods are not dependent on our voluntary exchange policy.
13. Order Cancellations
If you need to cancel an order, contact:
as soon as possible.
We will make reasonable efforts to cancel orders that have not yet entered fulfilment.
Once an order has been packed, transferred to a fulfilment facility, or dispatched, cancellation may no longer be technically possible.
In that situation, the customer may need to receive the order and then follow the applicable return procedure.
14. Lost Orders
If a shipment has not arrived within a reasonable period after the estimated delivery timeframe, contact us.
We may investigate the shipment with the relevant carrier or fulfilment provider.
If the order is confirmed lost or cannot reasonably be delivered, we will provide an appropriate solution consistent with applicable law.
15. Refused or Unclaimed Deliveries
Customers are responsible for providing accurate delivery information and taking reasonable steps to receive their parcel.
If an order is returned to us because it was refused or remained unclaimed, we will assess the circumstances.
Any additional charges or deductions will only be applied where reasonable and legally permitted.
16. Return Fraud
We reserve the right to investigate suspected fraudulent return activity, including:
- Returning a different product;
- Providing deliberately false evidence;
- Tampering with products;
- Making knowingly fraudulent claims;
- Repeated abuse of voluntary return processes.
Nothing in this section allows us to deny a legitimate consumer guarantee claim.
17. Proof of Purchase
We may request reasonable proof that the product was purchased from rasoishop.shop.
Proof may include an order confirmation, order number, payment record, or other reasonable transaction evidence.
18. Statutory Rights Are Not Limited to 30 Days
A customer's Australian Consumer Law rights are not automatically lost merely because our voluntary 30-day return period has expired.
Consumer guarantees may apply for a reasonable period depending on the type, price, quality, and expected durability of the product.
19. Contact Us
For returns, refunds, exchanges, cancellations, defective products, or damaged deliveries, contact:
rasoishop.shop
Email: info@rasoishop.shop
- Choosing a selection results in a full page refresh.