Refund policy
Last updated: September 2026
At Shoppo, operated by Sello Products Pty Ltd, we want customers to have a clear and fair shopping experience.
This Return and Refund Policy explains how returns, refunds, replacements and warranty-related claims are handled.
1. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law (ACL).
Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.
Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy if a product:
- is faulty or defective;
- arrives damaged;
- is unsafe;
- is materially different from its description;
- is not fit for its intended or disclosed purpose; or
- otherwise fails to meet applicable consumer guarantees.
For a major failure, you may have the right to choose a refund or replacement in accordance with Australian Consumer Law.
2. Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible at info@shoppo.com.au.
To help us assess your claim, please provide where applicable:
- your order number;
- a clear description of the issue;
- photos or videos showing the fault, damage or incorrect item; and
- photos of the packaging if relevant to the issue.
Once the issue has been assessed, we will provide an appropriate remedy in accordance with your rights under Australian Consumer Law.
Depending on the circumstances, this may include a repair, replacement, refund or another mutually agreed solution.
Nothing in this section limits your rights under Australian Consumer Law.
3. 14-Day Change of Mind Returns
Shoppo accepts eligible change-of-mind return requests made within 14 days of delivery.
To be eligible for a change-of-mind return, the product must:
- be unused and unopened;
- be in its original condition;
- be returned in its original packaging where applicable;
- include all accessories, manuals, components and parts originally supplied; and
- not fall within one of the excluded categories listed below.
You must contact us at info@shoppo.com.au within 14 days of receiving your order to request a return.
Change-of-mind returns require approval before the product is sent back.
Customers are responsible for the return shipping costs associated with an approved change-of-mind return.
Shoppo does not charge a restocking fee.
4. Products Excluded From Change of Mind Returns
Unless otherwise required under Australian Consumer Law, change-of-mind returns are not available for:
- products that have been used, opened or installed;
- personalised or custom-made products;
- clearance or items specifically identified as final sale;
- hygiene-sensitive or health-related products once opened;
- products that cannot be resold for hygiene or safety reasons once opened;
- specially ordered products where this was clearly disclosed before purchase;
- products damaged after delivery due to misuse;
- products damaged due to incorrect assembly or installation;
- damage resulting from failure to follow supplied instructions; or
- normal wear and tear.
These exclusions apply only to change-of-mind returns.
They do not remove or limit any rights you may have for faulty or non-compliant products under Australian Consumer Law.
5. Return Authorisation
All returns require prior approval from Shoppo.
Please contact:
before returning any product.
When contacting us, please provide your order number, the product you wish to return and the reason for the return.
Once your request has been reviewed and approved, our customer support team will provide return instructions.
Please do not send products back without prior approval.
Unauthorised returns may not be accepted or processed.
6. Return Address
Approved returns will generally be directed to:
Shoppo Returns
Sello Products Pty Ltd
7 Duigan Dr
Moorabbin Airport VIC 3194
Australia
Customers must wait for return instructions from Shoppo before sending an item to this address.
Depending on the product or circumstances, we may provide alternative return instructions.
7. Return Shipping Costs
Faulty, Damaged or Incorrect Products
Where a product is eligible for a remedy under Australian Consumer Law, Shoppo will cover or reimburse reasonable return shipping costs where required by law.
For larger or bulky products, we may arrange collection or provide specific return instructions where appropriate.
Please contact us before arranging return shipping.
Change of Mind Returns
For approved change-of-mind returns:
- return shipping costs are the responsibility of the customer;
- original shipping charges are generally non-refundable; and
- no restocking fee is charged.
Restocking fee: $0 AUD.
We recommend using a trackable shipping service when returning products at your own cost.
8. Inspection of Returned Products
Approved change-of-mind returns may be inspected after they are received.
To qualify for a change-of-mind refund, returned products must meet the eligibility requirements outlined in this policy.
If a change-of-mind return is found to have been used, damaged, altered, or returned with missing components, we may decline the change-of-mind return where permitted by law.
These conditions do not limit remedies available for products covered by Australian Consumer Law.
9. Refunds
Once an approved returned product has been received and, where applicable, inspected, we will notify you regarding the outcome of your return.
Approved refunds will generally be processed to the original payment method within 3–5 business days.
After we process the refund, additional processing time may be required by your bank, card issuer or payment provider before the funds appear in your account.
For eligible change-of-mind returns, the original shipping charge is generally not refundable.
Where a refund relates to a faulty or non-compliant product, shipping and other applicable costs will be handled in accordance with Australian Consumer Law.
10. Replacement Products
Where a replacement has been approved, we will arrange for the replacement product to be dispatched as soon as reasonably practicable.
Depending on the product and circumstances, we may require the original item to be returned before the replacement is dispatched.
If a replacement is unavailable, we will discuss an appropriate alternative remedy with you.
11. Order Cancellations
If you wish to cancel an order, please contact us at info@shoppo.com.au as soon as possible.
We will make reasonable efforts to accommodate cancellation requests where the order has not yet entered processing or been dispatched.
Once an order has been dispatched, it may need to be handled as a return in accordance with this policy.
Cancelling an order does not affect any rights you may have under Australian Consumer Law.
12. How to Request a Return, Refund or Replacement
Please contact our customer support team:
Email: info@shoppo.com.au
Support Hours: Monday – Friday, 9:00 AM – 5:00 PM Australian Eastern Time (AEST/AEDT), excluding public holidays
Response Time: We aim to respond within 48 business hours.
When contacting us about an order, please include your order number and relevant details so we can assist you efficiently.
13. Business Information
Trading Name: Shoppo
Legal Business Name: Sello Products Pty Ltd
ABN: 31 608 433 478
Business Address: 7 Duigan Dr, Moorabbin Airport VIC 3194, Australia
Website: shoppo.com.au
Email: info@shoppo.com.au