Return Policy
Effective Date: 1 June 2026
At Second Warehouse, we want you to shop with confidence. This Return and Refund Policy explains your rights and our procedures for returns, refunds, repairs, and replacements.
This policy applies to orders delivered within Australia.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
You are entitled to a replacement, repair, or refund if a product:
- Is faulty or defective.
- Is significantly different from its description.
- Is not fit for its intended purpose.
- Does not match samples or demonstrations provided.
Nothing in this policy excludes or limits your rights under Australian Consumer Law.
Change of Mind Returns
If you change your mind about a purchase, we offer returns within 30 days of receiving your order, subject to the following conditions:
- The item must be unused and in its original condition.
- The item must be returned with all original packaging, accessories, manuals, and tags.
- Proof of purchase must be provided.
- The item must not be a non-returnable product listed below.
For approved change-of-mind returns:
- Return shipping costs are the responsibility of the customer.
- Original shipping charges are non-refundable.
- Refunds will be processed once the returned item has been received and inspected.
Faulty, Damaged , or Incorrect Items
If you receive a faulty, damaged, defective, or incorrect item, please contact us as soon as possible.
To assist with your claim, please provide:
- Your order number.
- A description of the issue.
- Photos or videos showing the problem where possible.
Once the issue has been assessed, we may offer:
- A replacement.
- A repair.
- A full refund.
Where a product is confirmed to be faulty, damaged, defective, or not as described, Second Warehouse will cover reasonable return shipping costs in accordance with Australian Consumer Law.
Exchanges
We are happy to exchange products that arrive faulty, damaged, or defective, subject to stock availability.
If an identical replacement is unavailable, we may offer an alternative product or refund.
Non-Returnable Products
Unless faulty or required by law, the following products cannot be returned:
- Custom-made or personalised products.
- Clearance or final-sale items identified at the time of purchase.
- Perishable goods.
- Health, hygiene, or personal care products that have been opened or used.
- Products that have been used beyond reasonable inspection.
Return Process
To request a return, please contact our customer service team before sending any items back.
Email: in**@*****************om.au
Please include:
- Your full name.
- Order number.
- Product name.
- Reason for return.
Our team will provide return instructions and the appropriate return address if your return is approved.
Refund Processing
Once your returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method used at checkout.
Please allow up to 10 business days for the refund to appear in your account, depending on your payment provider.
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.