1/19 Ryde Rd, Pymble NSW 2073, Australia
+61 414 425 210

Return Policy

Home / Return Policy

Last updated:

1. Introduction

At Freshshinemobili (ABN: 74 159 367 799), we are committed to providing high-quality organisation products and services. This Return Policy outlines your rights regarding returns, refunds, and exchanges in accordance with Australian Consumer Law (ACL).

We want you to be completely satisfied with your purchase. If for any reason you are not, please read this policy carefully to understand your options.

2. Your Rights Under Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2.1 Consumer Guarantees

Under ACL, products must:

  • Be of acceptable quality
  • Be fit for any disclosed purpose
  • Match the description provided
  • Match any sample or demonstration model
  • Come with full title and ownership
  • Not carry any hidden debts or extra charges
  • Come with undisturbed possession
  • Meet any express warranties made
  • Have spare parts and repair facilities reasonably available

2.2 Major vs Minor Failures

A major failure occurs when:

  • The product would not have been purchased if the defect was known
  • The product is significantly different from the description, sample, or demonstration model
  • The product is substantially unfit for its common purpose and cannot easily be made fit
  • The product is unsafe

For major failures, you can choose a refund or replacement. For minor failures, we may choose to repair, replace, or refund the product.

3. Products Return Policy

3.1 Change of Mind Returns

While we are not legally required to accept change of mind returns, we offer the following as a gesture of goodwill:

  • Returns accepted within 14 days of purchase
  • Products must be unused, unopened, and in original packaging
  • Original receipt or proof of purchase required
  • Return shipping costs are the customer's responsibility
  • A restocking fee of 15% may apply

3.2 Faulty or Damaged Products

If you receive a faulty or damaged product:

  • Contact us within 7 days of receiving the product
  • Provide photos of the damage or defect
  • Keep all original packaging until the issue is resolved
  • We will arrange for return shipping at our expense
  • You may choose a full refund, replacement, or repair

3.3 Incorrect Products

If you receive an incorrect product:

  • Contact us immediately upon discovery
  • Do not use or open the incorrect product
  • We will arrange collection and send the correct item
  • All costs will be covered by us

3.4 Non-Returnable Items

The following items cannot be returned unless faulty:

  • Custom or personalised products
  • Products that have been used, assembled, or modified
  • Products without original packaging or tags
  • Sale items (unless faulty)
  • Gift cards

4. Services Return Policy

4.1 Cancellation of Services

For our organisation services:

  • Free cancellation up to 48 hours before the scheduled appointment
  • Cancellations within 48 hours may incur a 50% cancellation fee
  • No-shows will be charged the full service fee
  • Rescheduling is free with at least 24 hours notice

4.2 Service Satisfaction

We stand behind the quality of our organisation services:

  • If you are unsatisfied, please contact us within 7 days of service completion
  • We will work with you to resolve any issues
  • We may offer a partial refund or complimentary follow-up service
  • Your consumer rights under ACL are not affected

5. How to Request a Return

5.1 Contact Us

To initiate a return, please contact us:

  • Email: help@freshshinemobili.world
  • Phone: +61 414 425 210
  • Address: 1/19 Ryde Rd, Pymble NSW 2073, Australia

5.2 Information Required

When requesting a return, please provide:

  • Your order number or receipt
  • Date of purchase
  • Product name and description
  • Reason for return
  • Photos (for damaged or faulty items)
  • Your preferred resolution (refund, replacement, or repair)

5.3 Return Process

Once your return request is approved:

  • We will provide return instructions and a return authorisation number
  • Pack items securely in original packaging if possible
  • Include your return authorisation number with the shipment
  • Ship to our nominated return address
  • Keep proof of postage

6. Refunds

6.1 Refund Methods

Refunds will be processed using the original payment method:

  • Credit/debit card refunds: 5-10 business days
  • PayPal refunds: 3-5 business days
  • Bank transfers: 5-7 business days

6.2 Refund Amounts

Refund amounts depend on the circumstances:

  • Faulty products: Full refund including original shipping costs
  • Change of mind: Product price minus restocking fee (if applicable)
  • Shipping costs for change of mind returns are not refunded

6.3 Partial Refunds

In some cases, partial refunds may be granted:

  • Items returned after 14 days but within 30 days
  • Items with minor damage to packaging
  • Items missing accessories or manuals

7. Exchanges

We are happy to exchange products subject to availability:

  • Exchanges must be requested within 14 days of purchase
  • Products must be unused and in original condition
  • Price differences will be charged or refunded accordingly
  • Shipping costs for exchanges are the customer's responsibility unless the original product was faulty

8. Damaged in Transit

If your order arrives damaged:

  • Document the damage with photographs before unpacking
  • Keep all packaging materials
  • Contact us within 48 hours of delivery
  • We will lodge a claim with the carrier
  • A replacement will be sent or refund processed promptly

9. Manufacturer Warranties

Some products may come with additional manufacturer warranties. These warranties are in addition to your rights under Australian Consumer Law. Please retain your proof of purchase and any warranty documentation.

10. Dispute Resolution

If you are not satisfied with our resolution:

  • Contact our customer service team to escalate the matter
  • We will review the case within 5 business days
  • If still unresolved, you may contact NSW Fair Trading or your local consumer protection agency
  • You may also contact the Australian Competition and Consumer Commission (ACCC)

11. Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting on our website. Your rights under Australian Consumer Law are not affected by any changes to this policy.

12. Contact Information

For any questions about this Return Policy or to initiate a return, please contact us:

  • Address: 1/19 Ryde Rd, Pymble NSW 2073, Australia
  • Phone: +61 414 425 210
  • Email: help@freshshinemobili.world

We Value Your Privacy

We use cookies to enhance your browsing experience and analyse our traffic. By clicking "Accept", you consent to our use of cookies as described in our Privacy Policy.