Refund Policy
Effective Date: 1 June 2026
At Second Warehouse, we want our customers to shop with confidence. This Refund Policy explains when refunds are available and how they are processed.
This policy operates alongside your rights under Australian Consumer Law (ACL).
Your Rights Under Australian Consumer Law
Our goods 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 or defective.
- Is unsafe.
- Does not match its description.
- Is not fit for its intended purpose.
- Has a major failure as defined by Australian Consumer Law.
Nothing in this policy limits or excludes your statutory consumer rights.
Refund Eligibility
Refunds may be available in the following situations:
Faulty or Defective Products
If a product is found to be faulty, defective, damaged, or not as described, we may provide:
- A repair
- A replacement
- A full refund
The remedy offered will depend on the nature of the issue and your rights under Australian Consumer Law.
Change of Mind Purchases
We offer change-of-mind returns within 30 days of receiving your order, provided that:
- The item is unused.
- The item remains in its original condition.
- Original packaging is included.
- Proof of purchase is supplied.
For approved change-of-mind returns:
-
- Return shipping costs are the responsibility of the customer.
- Original shipping charges are non-refundable.
Refund Processing
Once a returned item has been received and inspected, we will notify you of the outcome of your refund request.
If approved:
- Refunds will be issued to the original payment method used for the purchase.
- Refunds are typically processed within 7–10 business days.
- Financial institutions may require additional processing time before funds appear in your account.
Refund Shipping Cost
Change of Mind Returns
Customers are responsible for return shipping costs.
We recommend using a tracked shipping service as we cannot be responsible for returns lost in transit.
Faulty or Incorrect Products
Where a product is confirmed to be faulty, damaged, defective, or incorrectly supplied, reasonable return shipping costs may be covered by Second Warehouse in accordance with Australian Consumer Law.
Please contact our support team before returning any faulty product.
Non-Refundable Items
Unless required by law, refunds are not available for:
- Custom-made or personalised products.
- Clearance or final-sale items marked as non-refundable.
- Opened health and hygiene products.
- Products damaged through misuse or improper handling.
Contact Us
If you have any questions about payments or transaction issues, please contact us:
Second Warehouse
ABN: 52 559 698 729
Address:
Suite 192, 9 Walters Street
Lowood QLD 4311
Australia
Email: in**@*****************om.au
Phone: +61 (7) 2143 6750
Customer Support Hours:
Monday to Friday
9:00 AM – 5:00 PM (AEST)
We are committed to providing excellent customer service and will respond to all enquiries as quickly as possible.