Refund and Returns Policy
We want you to be confident shopping with Grainlab. If you change your mind, you may return eligible products within 14 days of delivery, subject to the conditions below.
This policy applies to purchases made through Grainlab Australia and does not limit your rights under the Australian Consumer Law.
Change-of-Mind Returns
We accept change-of-mind returns within 14 days of delivery.
To be eligible for a change-of-mind return:
- The product must be unused and in its original condition.
- The product must be returned with its original packaging and included accessories or components.
- Proof of purchase is required.
- Film must be unopened and in its original packaging.
Customers are responsible for the cost of returning change-of-mind items to Grainlab. Original shipping charges are not refundable for change-of-mind returns.
Please contact support@grainlab.com.au before returning an item. We will provide you with return instructions.
Faulty, Damaged or Incorrect Products
If your product arrives faulty, damaged, incorrect or otherwise does not meet the consumer guarantees under the Australian Consumer Law, please contact support@grainlab.com.au with your order details and a description of the issue.
Depending on the circumstances and your rights under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy.
Where Grainlab is responsible for the return of a faulty, damaged or incorrect product, we will cover reasonable return shipping costs as required.
The conditions applying to change-of-mind returns, including the 14-day period and unopened-film requirement, do not limit your rights in relation to faulty products under the Australian Consumer Law.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
For approved change-of-mind returns, original shipping charges are not refundable.
Exchanges
If you would like to exchange an eligible change-of-mind item, please contact us within 14 days of delivery. Exchange requests are subject to product availability and the same eligibility requirements as change-of-mind returns.
For faulty products, your available remedies are determined in accordance with the Australian Consumer Law.
Returning an Item
Before sending a product back, contact:
Please include your order number and the reason for the return. We will provide the appropriate return instructions.
We recommend using a tracked shipping service for change-of-mind returns, as you are responsible for the item until it reaches us.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under applicable consumer law.
Need Help?
For questions about returns, refunds or faulty products, contact support@grainlab.com.au.
Grainlab AU is a registered business name held by The trustee for Brands Australia Unit Trust (ABN 53 826 658 485).