Refund policy

Thank you for shopping with saintbernardax.shop.

We want customers to be satisfied with their purchases. This Return and Refund Policy explains our voluntary return procedures as well as how we handle damaged, defective, incorrect or otherwise non-compliant products.

This policy is intended to operate consistently with the Australian Consumer Law (ACL).

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded.

Under Australian Consumer Law, remedies for products that do not meet consumer guarantees depend on the nature and seriousness of the problem. A major problem can entitle a consumer to choose between a refund and replacement, while different remedies may apply to non-major problems.

1. Voluntary 30-Day Return Policy

In addition to rights customers may have under applicable consumer law, saintbernardax.shop accepts eligible change-of-mind returns requested within 30 days after delivery.

To qualify for a voluntary change-of-mind return:

• The return request must be submitted within 30 days after delivery.
• The product must be unused, unworn and in substantially the same condition in which it was received.
• Original tags, labels and accessories should remain attached where applicable.
• The product should be returned in its original packaging where reasonably possible.
• Proof of purchase or an order number must be provided.
• The product must not fall within an excluded change-of-mind category described below.

Before returning any product, customers must contact us at info@saintbernardax.shop.

Do not send a return to an address without first receiving return instructions from us.

2. How to Request a Return

To request a return, email:

info@saintbernardax.shop

Please include:

• Your full name.
• Your order number.
• The product you wish to return.
• The reason for the return.
• Photographs where the product is damaged, defective or incorrect.
• Any other information reasonably required to review the request.

Once the request has been reviewed, we will provide return instructions where appropriate.

Products returned without first contacting us may experience processing delays.

3. Change-of-Mind Returns

Where a product is not faulty and the customer simply changes their mind, saintbernardax.shop may accept the return if the voluntary return requirements above are satisfied.

For an approved change-of-mind return, the customer is generally responsible for the cost of returning the product.

Original shipping charges are not relevant to standard orders because saintbernardax.shop provides free standard delivery.

Customers should use a reliable and trackable return method. We cannot guarantee receipt of a return parcel that cannot be tracked.

This voluntary change-of-mind policy is separate from rights relating to faulty or non-compliant products under applicable consumer law.

4. Damaged or Defective Products

Customers should inspect their order after delivery.

If a product arrives damaged, defective or otherwise appears not to comply with the order or applicable consumer guarantees, please contact info@saintbernardax.shop as soon as reasonably possible.

Please provide the order number, a description of the problem and clear photographs or other reasonable evidence where appropriate.

After reviewing the matter, we may provide a remedy appropriate to the circumstances and applicable law, which may include repair, replacement, refund or another legally available remedy.

5. Incorrect Products

If we send a product that is different from the product ordered, please contact info@saintbernardax.shop.

Where we confirm that an incorrect item was supplied due to our error, we will provide an appropriate solution and will not require the customer to bear reasonable return costs arising solely from our mistake.

6. Major Problems Under Australian Consumer Law

Where Australian Consumer Law applies and a product has a major problem, customers may have the right to reject the product and choose a refund or replacement.

Examples of circumstances that can amount to a major problem are determined by the Australian Consumer Law and the specific circumstances of the purchase.

Our voluntary 30-day return period does not replace or shorten these statutory rights. The ACCC has specifically warned businesses against representing that consumer guarantee rights automatically expire after a retailer-created return deadline.

7. Minor Problems

If a product has a problem that is not considered major under applicable law, we may be entitled to provide an appropriate remedy, such as repairing the product, within a reasonable period where applicable.

If an appropriate remedy is not provided within a reasonable period in circumstances where the law requires one, additional consumer remedies may become available.

8. Items Excluded From Voluntary Change-of-Mind Returns

Subject always to rights that cannot legally be excluded, voluntary change-of-mind returns may not be accepted for certain products, including where applicable:

• Products specifically customised or personalised for the customer.
• Gift cards.
• Products clearly marked as final sale where the restriction is legally permitted.
• Perishable goods.
• Products that cannot reasonably be returned for hygiene or health reasons after their protective seal has been removed.
• Products that have been materially used, altered, damaged or washed after delivery.
• Products missing significant components because of customer handling.

These exclusions apply only where legally permitted and do not remove rights relating to faulty, unsafe, incorrectly described or otherwise non-compliant products.

9. Sale and Promotional Products

Purchasing an item at a reduced or promotional price does not remove statutory rights relating to faulty products.

Eligible sale products may also qualify for our voluntary return policy unless they were clearly identified before purchase as being excluded from change-of-mind returns and that exclusion is legally permitted.

10. Exchanges

Where available, customers who wish to exchange an eligible product should contact info@saintbernardax.shop.

Availability of replacement products cannot be guaranteed.

If the requested replacement is unavailable, we may discuss other appropriate options with the customer.

Statutory replacement rights for products that fail applicable consumer guarantees remain unaffected.

11. Return Shipping Costs

For approved voluntary change-of-mind returns, customers are generally responsible for return shipping costs.

Where a return is required because we supplied an incorrect product or because a product fails applicable consumer guarantees, responsibility for reasonable return costs will be determined in accordance with applicable law and the circumstances of the case.

Australian consumer rights concerning faulty products cannot be overridden by a blanket policy requiring customers to bear all return costs.

12. Return Packaging

Customers should package returned products securely to reduce the risk of damage during transportation.

Where reasonably possible, customers should retain shipping receipts and tracking information until the return has been completed.

13. Inspection of Returned Products

Once a returned product is received, we may inspect it to verify:

• The identity of the product.
• Its condition.
• Whether all relevant components have been returned.
• Whether the return qualifies under our voluntary policy.
• Whether an alleged defect or issue is present.

Inspection requirements will not be used to unlawfully deny statutory consumer rights.

14. Refund Processing

Once a refund is approved, it will generally be issued to the original payment method used for the purchase.

After we issue a refund, banks, payment processors and card providers may require additional processing time before the transaction appears in the customer's account.

We do not control processing times imposed by independent financial institutions.

15. Partial Refunds

For voluntary change-of-mind returns, a partial refund may be considered where legally permitted if a returned product has been materially reduced in value because of handling beyond what would reasonably be required to inspect it.

This does not apply where withholding part of a refund would conflict with mandatory consumer rights.

16. Lost Return Parcels

Customers arranging their own voluntary return shipping are encouraged to use tracked delivery.

saintbernardax.shop is not responsible for a voluntary return parcel that is lost before it is delivered to the designated return destination, except where responsibility cannot legally be excluded.

17. Order Cancellations

Customers wishing to cancel an order should contact info@saintbernardax.shop as soon as possible.

We cannot guarantee cancellation once an order has entered processing or has been dispatched.

If cancellation is no longer possible, the customer may request a return after delivery if the product qualifies under this policy or applicable law.

18. Refunds for Orders Not Received

If an order has not arrived within the expected delivery period, customers should contact info@saintbernardax.shop.

We will review available tracking and delivery information and work with the customer to determine an appropriate next step.

19. Fraudulent or Abusive Returns

We reserve the right, to the extent permitted by law, to reject fraudulent return claims or misuse of our voluntary return program.

We will not rely on this provision to deny legitimate rights under applicable consumer law.

20. Contact

For all return, exchange and refund enquiries:

saintbernardax.shop
Email: info@saintbernardax.shop

Please include your order number whenever possible.