Returns & Refund Policy

 

Cleaners Gallery Australia Pty Ltd
ABN: 44 691 595 454

1. Overview

At Cleaners Gallery Australia Pty Ltd, we are committed to complying with the Australian Consumer Law (ACL). This policy outlines your rights and our procedures regarding returns, replacements, refunds, and order cancellations.

2. Change of Mind Policy

We do not accept returns or refunds for change of mind.

However, at our discretion, if you still wish to return an item:

• We may offer store credit or an exchange for an item of equal value.
• The item must meet all return conditions outlined below.

3. Order Cancellation Policy

If you wish to cancel an order due to a change of mind or any other reason, you must contact us within 2 hours of placing the order.

As we begin processing and preparing orders immediately after they are received, and stock may be transferred to external warehouses for dispatch, we may not be able to cancel orders after this timeframe.

Important Conditions

• Cancellation requests must be submitted within 2 hours from the order time.
• Customers are encouraged to contact us by phone for urgent cancellation requests.
• If a shipping label has already been created or the order has already been processed for dispatch, the order cannot be cancelled.

Orders Already Processed or Shipped

If the order has already been processed or shipped, customers may return the package after delivery in accordance with this Return & Refund Policy.

In such cases:

• Return shipping costs must be paid by the customer.
• A 20% restocking fee will apply.
• Approved returns will generally be issued as store credit only.
• In some circumstances, and at our sole discretion, a refund may be provided instead of store credit.

4. Return Eligibility & Conditions

To be eligible for a return, the following conditions must be met:

The return must be initiated within 14 days from the earlier of:

• The date of purchase, or
• The date of delivery

The item must be returned:

• In its original condition
• With original packaging
• With proof of purchase (receipt or invoice)

Return Address

Cleaners Gallery Australia Pty Ltd
6/29–39 Westwood Drive
Ravenhall, VIC 3023
Australia

5. Assessment of Returns

Once we receive the returned item (or written notice within 14 days), we will assess the situation to determine whether the issue is due to a fault on our part.

(a) If the Company is at Fault

Examples include defective, damaged, or incorrect items supplied.

We will:

• Provide a replacement, or
• Offer a store credit (at our discretion)
• Reimburse reasonable return shipping costs

(b) If the Company is Not at Fault

If the item is returned in original condition:

• We may provide a replacement or store credit (at our discretion)

If the item is returned damaged, used, worn, or not in original condition:

• No replacement, refund, or credit will be issued

6. Returns After 14 Days

We do not accept any returns after 14 days from the date of purchase or delivery.

7. Shipping Costs

Customers are responsible for return shipping costs in all cases.

• If the issue is not our fault, shipping costs will not be reimbursed.
• If the issue is our fault, we will reimburse reasonable return shipping costs.

8. Restocking Fee

A 20% restocking fee will be applied to all approved returns.

This fee will be deducted from any applicable credit or refund amount.

9. Return Process

To return an item:

1. Contact us via phone or email (see Section 14).
2. Securely pack the item with original packaging.
3. Include your proof of purchase.
4. Arrange return shipping at your cost.

Important

• We recommend using a trackable shipping method.
• We are not responsible for items lost or damaged during return transit.

10. Faulty or Incorrect Items

If you receive a faulty or incorrect item, you must notify us within 24 hours of delivery.

We will work with you to resolve the issue promptly in accordance with Australian Consumer Law.

11. Non-Returnable Items

Certain products may not be eligible for return due to health, safety, or hygiene reasons.

Please refer to product descriptions or contact us for clarification before purchase.

12. Refund Processing

Once your return is received and inspected, we will notify you of the outcome.

If approved, refunds (if applicable) will be processed to your original payment method.

Please allow a few business days for the refund to be processed and appear in your account.

13. Your Rights Under Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality.

14. Contact Us

For all return, refund, cancellation, or product-related inquiries, please contact:

Phone: 1300 923 965
Email: marketing@cleanersgallery.com.au

Last Updated: March 2026