Refund Policy

Last updated:

1. Introduction

At Squidralshzap, we are committed to customer satisfaction. This Refund Policy outlines our procedures for returns, exchanges, and refunds for products purchased through our website squidralshzap.ddd.

Australian Consumer Law: This policy operates in addition to your rights under the Australian Consumer Law (ACL). The ACL provides statutory consumer guarantees (including that goods are of acceptable quality, fit for any disclosed purpose, and match their description). We cannot exclude those guarantees. Where you have a right under the ACL to a repair, replacement, or refund, that right is not limited by the timeframes or conditions in this policy (e.g. for a major failure you may be entitled to a refund even if the product has been opened). By making a purchase, you agree to the terms of this Refund Policy for our voluntary returns and goodwill processes.

2. Return Eligibility

2.1 Eligible Returns (Our Voluntary Policy)

Under our voluntary return policy (e.g. change of mind), you may be eligible for a return or refund if:

  • The product is unopened and in its original, sealed packaging
  • The return request is made within 30 days of delivery
  • You have proof of purchase (see Section 2.3 below)
  • The product packaging is undamaged and in resalable condition

2.2 Non-Returnable Items

Under our voluntary return policy, we cannot accept returns of:

  • Products that have been opened or used (unless you have a claim under Australian Consumer Law—e.g. defective goods)
  • Products with broken seals or damaged packaging
  • Products returned after 30 days from delivery (for change-of-mind; ACL rights may still apply for faulty goods)
  • Products purchased from unauthorized retailers

2.3 Proof of Purchase

We may ask for proof of purchase before processing a refund or remedy. Under Australian Consumer Law, proof of purchase can include: order confirmation email, receipt, credit or debit card statement, or other documentation that shows the date of purchase and the supplier. For purchases over $75 (including GST), we will provide you with a receipt or similar proof of transaction.

3. Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 7 days of delivery. To process your claim, we will need:

  • Your order number
  • Photographs of the damaged product and packaging
  • A description of the damage or defect

Upon verification, we will either:

  • Send a replacement product at no additional cost
  • Issue a full refund including original shipping costs

4. Incorrect Orders

If you receive an incorrect product (wrong item or quantity), please contact us within 7 days of delivery. We will arrange for the correct product to be sent at no additional cost and provide instructions for returning the incorrect item.

5. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email us at clients@squidralshzap.world with your order number and reason for return
  2. Receive Authorization: Wait for our confirmation and return instructions
  3. Package the Product: Securely pack the product in its original packaging
  4. Ship the Return: Send the package to the address provided in our return instructions
  5. Receive Refund: Once we receive and inspect the return, we will process your refund

Please do not send products back without first obtaining return authorization.

6. Return Shipping

6.1 Customer-Initiated Returns

For returns due to change of mind or other customer reasons:

  • The customer is responsible for return shipping costs
  • We recommend using a trackable shipping method
  • Original shipping costs are non-refundable

6.2 Returns Due to Our Error

For returns due to damaged, defective, or incorrect products:

  • We will provide a prepaid return shipping label
  • Original shipping costs will be refunded

7. Refund Process

7.1 Processing Time

Once we receive your returned product:

  • We will inspect the product within 3-5 business days
  • You will receive an email notification of the inspection result
  • Approved refunds will be processed within 5-7 business days

7.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. The time for the refund to appear in your account depends on your payment provider:

  • Credit/Debit Cards: 5-10 business days
  • PayPal: 3-5 business days
  • Other Payment Methods: Varies by provider

7.3 Partial Refunds

We may issue partial refunds in certain circumstances:

  • Products returned outside the 30-day window (case by case basis)
  • Products with minor damage to packaging but product intact
  • Products missing original packaging or accessories

8. Exchanges

If you would like to exchange a product for a different item, please:

  1. Initiate a return following the process in Section 5
  2. Place a new order for the desired product

This ensures faster processing and guarantees product availability.

9. Order Cancellations

9.1 Before Shipment

If your order has not yet been shipped, you may request cancellation by contacting us immediately. We will issue a full refund if we can stop the shipment.

9.2 After Shipment

Once an order has been shipped, it cannot be cancelled. You may refuse delivery or initiate a return once you receive the product.

10. Your Rights Under Australian Consumer Law

Your statutory rights under the Australian Consumer Law are not limited by this policy. In particular:

  • Major failure (e.g. goods are unsafe, significantly faulty, or cannot be used for their normal purpose): You can choose a refund or replacement. We cannot insist on "repair only" or "exchange only" for a major failure.
  • Minor failure (e.g. defect that can be fixed): We may offer to repair or replace the goods within a reasonable time. If we do not do so, you may be entitled to a refund or replacement.
  • Consumer guarantees (acceptable quality, fit for purpose, match description, etc.) have no set expiry—we cannot tell you that "guarantees expire after 30 days" or similar. Time limits in this policy apply only to our voluntary change-of-mind returns.

We do not exclude, restrict or modify your rights under the Australian Consumer Law. For more information, visit the Australian Competition and Consumer Commission (ACCC) website.

11. International Orders

For international orders:

  • Return shipping costs are the responsibility of the customer
  • Customs duties and taxes paid are non-refundable
  • Processing times may be extended due to international shipping

12. Contact Us

If you have any questions about this Refund Policy or need assistance with a return, please contact us:

  • Email: clients@squidralshzap.world
  • Address: 6/8 Mac Peak Cres, Smithfield QLD 4878, Australia

Our customer service team is available to assist you Monday through Friday, 9:00 AM to 5:00 PM AEST.

13. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The policy applicable to your purchase is the one in effect at the time of your order.