Refund policy

🔁 Return & Refund Policy

At Cheap and Exclusive Australia, we strive to ensure every product arrives in excellent condition. However, if you receive an item that is damaged, faulty, or missing parts, we are here to help.

This Return & Refund Policy is aligned with Australian Consumer Law and our supplier's policy (Dropshipzone). Please read carefully to understand your rights and responsibilities.

🛠️ Damaged or Faulty Items / Missing Parts

If your item arrives damaged, is faulty, or missing parts:

📩 How to Submit a Claim:

  1. Contact us within a reasonable timeframe.

  2. Provide:

    • Order number

    • Description of the issue

    • Photos or video clearly showing:

      • The damage or missing part

      • The item in its original packaging (if applicable)

      • Instruction manual with the issue highlighted (if applicable)

We will assess the issue on a case-by-case basis and may:

  • Send the missing part(s)

  • Suggest a self-repair method

  • Replace the item (if in stock)

  • Offer an alternative product

  • Provide a refund or store credit

⚠️ Please do not dispose of the item until the warranty or return process is completed.
⚠️ Do not return the item unless instructed — we will issue a return label if required.

💰 Refunds

  • Refunds are processed to the original payment method only.

  • Refunds will only be issued once the return is authorised and, if applicable, the product has been returned to our supplier’s warehouse.

  • Incorrect returns (e.g., wrong product sent back) will not be returned or refunded.

🔁 Change of Mind Returns

We understand that sometimes, customers may change their mind. Please note:

We do not accept change of mind returns for:

  • Health and safety products

  • Bulk or pallet purchases

  • Opened packages

In other cases, we may consider a change of mind return if requested within 14 days of delivery. Approval is at our discretion and may be subject to supplier policies.

📌 Change of Mind Return Conditions:

  • The product must be unused and in original packaging

  • We must be consulted before the product is returned

  • You must submit clear photos or video and explain the reason for the return

  • Returns are preferred to be arranged by the customer

💸 Refunds for Approved Change of Mind Returns

If approved, refunds are processed as follows:

Return Label Provided Refund Amount
✅ Yes Refund = Item price + shipping, minus return postage + 20% restocking fee
❌ No Refund = Item price + shipping, minus 20% restocking fee
🚚 Return to Sender (RTS) Refund = Item price + shipping, minus 20% restocking fee (once item is returned to warehouse)

📦 All unclaimed or misaddressed deliveries returned to sender will be treated as change of mind returns and handled accordingly.

📍 Important Notes

  • Always wait for our instructions before returning any product

  • Refunds are not guaranteed without prior consultation

  • Quality images/videos are required for assessment

  • For any return due to incorrect delivery details entered by the customer, return-to-sender and re-delivery costs will apply

📬 Need Help?

If you have questions or would like to start a return request, please contact:

📧 support@cheapandexclusive.com.au
🕐 Our team typically responds within 1–2 business days.