Refund policy

At Shoppo, we want customers to have a smooth and fair shopping experience. This Return and Refund Policy explains how returns, refunds, replacements and warranty claims are handled.

1. Australian Consumer Law

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

Our products come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a repair, replacement or refund if a product is faulty, damaged, unsafe, not as described, not fit for purpose, or does not meet consumer guarantees.

2. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible with:

Your order number;
A clear description of the issue;
Photos or videos showing the fault, damage or incorrect item;
Photos of the packaging, where relevant.

Once reviewed, we may offer a replacement, repair, refund, store credit or another suitable solution depending on the issue and your rights under Australian Consumer Law.

3. Change of Mind Returns

Change of mind returns may be accepted at our discretion, provided the item is:

Returned within 14 days of delivery;
Unused, unopened and in original condition;
In its original packaging with all accessories, manuals and parts included;
Not a clearance, final sale, personalised, hygiene-sensitive or specially ordered item.

Return shipping costs for change of mind returns are the responsibility of the customer.

4. Items That Cannot Be Returned for Change of Mind

Unless required under Australian Consumer Law, we do not accept change of mind returns for:

Used or opened products;
Personalised or custom-made products;
Clearance or final sale items;
Products with hygiene or safety concerns once opened;
Products damaged due to misuse, incorrect assembly, normal wear and tear, or failure to follow instructions.

5. Return Approval Required

Please contact us before sending any item back. Returns sent without prior approval may not be accepted or processed.

Once your return request is approved, we will provide return instructions.

6. Refunds

Approved refunds will be processed back to the original payment method where possible.

Please allow reasonable processing time for your refund to appear, depending on your bank or payment provider.

Original shipping fees may not be refundable for change of mind returns.

7. Replacement Items

If a replacement is approved, we will arrange dispatch of the replacement item once the claim is confirmed. In some cases, we may require the original item to be returned before a replacement is sent.

8. Return Shipping Costs

For faulty, damaged or incorrect items, return shipping costs will be handled in accordance with Australian Consumer Law.

For approved change of mind returns, the customer is responsible for return shipping costs.

9. Inspection of Returned Items

Returned items may be inspected before a refund, replacement or store credit is issued.

If the item is found to be used, damaged, missing parts, or not in original condition, we may refuse the return or reduce the refund amount where permitted by law.