Refunds, Returns & Warranty

Returns:

Please choose carefully.  All purchases are final.  We do not offer returns or refunds on products if you simply change your mind.  Under Australian Consumer Law, customers are entitled to a refund or replacement only for a major problem with a product covered by consumer guarantees.  For all products covered under  warrant & consumer guarantees, please refer to to our warranty section below.  

Refunds:

Refunds can only be issued for products covered under warranty or consumer guarantees that we are unable to replace or repair.  If we are unable to replace or repair a product covered under warranty or consumer guarantees we will we then issue a refund.  To initiate a warranty claim please refer to our Warranties section below.

Exchanges:

We only replace items if they are damaged in transit, covered under warranty or covered under consumer guarantees. If you need to exchange a defective item covered under warranty, please refer to the warranties section below and send us an email at info@afriendindeedstore.com.

Warranties:

All scales stocked by A Friend Indeed Australia Pty. Ltd. are covered for warranty, in-house, for the period listed on the box.  All ultrasonic cleaners come with an in-house 12 month warranty (from the date of purchase).   Piezo ignition torches come with a 3 month, in-house warranty for the ignition and valves.  PIDs are covered by an in-house 12 month warranty.  We do not offer warranty on any glass, ceramic, metal, hemp or paper products. The warranty period and conditions vary from manufacturer to manufacturer and should be checked by the purchaser at checkout.  All other products in store may or may not be covered by a manufacturers warranty.  A Friend Indeed Australia makes no claim to provide warranty on any additional products than the ones listed above.

Warranties cover manufacturers defects only.  Warranties do not cover misuse, accidental breakage or subjective adversity to the product. 

To initiate a warranty claim on a defective product, please contact us by email at info@afriendindeedstore.com. Please include your order number, detailed description of the fault/damage as well as a photo or video of the issue.  We will contact you within 48 hours to assist with your claim. 

Once an item returned for warranty is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your warranty claim.
If you are approved, a replacement or repair will be processed, or, if we are unable to offer either, a refund will be processed and a credit will automatically be applied via your original method of payment, within 7 days from date of confirmation email.

Gifts:

If a defective item, covered under warranty or consumer guarantees, was marked as a gift when purchased and shipped directly to you, obce the item has been received back into store and approved for replacement, you’ll receive a gift credit for the value of your return.  A gift certificate will be mailed to you within 7 days of confirmation.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a replacement or refund to the gift giver and they will be informed of your return.

Shipping:

You will be responsible for paying the shipping cost of any item returned for a warranty claim. If the returned product is found to be covered under warranty or consumer guarantees, we will issue a refund for the return shipping costs together with your replacement or refund.  If a product is damaged in transit, we will issue a return label which will be sent to you via email.  Please contact us at info@afriendindeedstore.com immediately for damaged shipments and refer to our "Items damaged in transit received broken/defective" section below for more information.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Items damaged in transit or received broken/defective:

If a parcel you receive from A Friend Indeed Australia looks like it has been damaged in transit, please take photos and video of the parcel before opening it.  Please also take video footage of the parcel unboxing.  If your shipment has been damaged in transit or arrived defective/broken, please contact A Friend Indeed Australia immediately.  If more than 48 hours has passed since confirmed delivery, we can no longer offer a "damaged in transit" replacement or refund (unless the product is covered under warranty).  

For all items damaged in transit we will issue a return post label to have the package shipped back to us, inspected and a replacement issued. 

Late or missing refunds:

If we have approved a refund for any reason and you haven’t received the refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this, 7 days since receiving your confirmation have passed and you still have not received your refund yet, please contact us at afriendindeedstore@gmail.com.