10. RETURNS AND REFUNDS
10.1 Our refunds and returns policy incorporates those rights you have under the Australian
Consumer Law.
10.2 As a precondition to our assessment of any request for a refund or a return we will ask you to
provide us with a valid proof of purchase of the relevant Product or Service. This may include
your original receipt, your tax invoice or a statement from us.
10.3 Failures in respect of Products
(a) Our Products come with guarantees that cannot be excluded under the Australian
Consumer Law. You are entitled to:
(i) a replacement or refund for a major failure; and
(ii) compensation for any other reasonably foreseeable loss or damage.
(b) You are also entitled to have the goods repaired or replaced if the goods fail to be of
acceptable quality and failure does not amount to a major failure.
(c) If the failure is minor, we reserve our right to offer to repair only.
10.4 How to return Products
(a) To take advantage of the 60 Day Smile guarantee You must provide us with following information within 30 days of delivery:
(i) proof of purchase by producing the original tax Invoice or other form of proof such
as proof of payment;
(ii) the goods listed on the tax invoice with all original packaging and manuals enclosed
(including any bonus offers if applicable);
(iii) goods in their original condition;
(iv) goods with their tags remaining attached;
(v) suitable identification to identify you as the original purchaser; and
(vi) our online returns form which details the fault or issue with the goods or simple change of mind return.
(b) Please return the goods to following address:
FlossMates
4/50-52 derby st
Silverwater 2128
NSW
(c) You will be liable for any costs incurred relating to delivery, where the products have been
delivered to you, unless the product is found to be fault or damaged. If the product is at fault then you will receive a full refund of the shipping cost.
(d) Returns or refunds will not be offered where any products have been marked as
“undeliverable” by the shipping provider.
(f)You should consider using a trackable shipping service and purchasing shipping insurance. Any lost, stolen or misplaced items are to be replaced at your cost.
(g) The 60 day smile guarantee includes change of mind returns. You have 60 days to test the product if for whatever reason you are not happy you can simply return the product for a full refund.
(h) If your refund is approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. The usual processing time is 3 - 5 days.
11. FAULTY PRODUCTS
11.1 If you believe there is a fault with an item you have received, please let us know as soon as you
become aware of the fault by contacting our customer service team on
support@flossmates.com.au or supports@flossmates.co.uk.
11.2 You must be able to:
(a) provide the original receipt (or a copy of) or some other form of proof of purchase of the
faulty item (where multiple items were purchase in the transaction that includes the faulty
item and a credit card/bank statement does not clearly itemise the faulty product, this may
not provide sufficient proof of purchase); and
(b) return the product to us by post. We note that you are responsible for the cost of return
postage. Only after we receive the item we take responsibility, you are to make sure the items arrive in a safe manner. We recommend adding signature on delivery and insurance to your return postage to ensure the item is delivered correctly. If the item is lost or misplaced by the carrier then you are not eligible for a refund.
11.3 If you are an international customer, please contact the customer service team prior to returning
the product to us.
11.4 Photographs alone will not be accepted as proof of fault. It is a requirement that the physical
product be in our possession prior to the acceptance of your return request. Please note, where
an item is deemed faulty, we will happily refund the cost of returning the item to us. Please
ensure you keep your postage receipt so that we can facilitate this refund for you.
11.5 In some cases, faulty items cannot be repaired and a replacement or refund will be offered. We
cannot control the availability of replacement goods.
11.6 We have no control over manufacturer warranty periods, nor can we control repair periods and
cannot advise what they will be. We will, however, do everything we can to ensure your faulty
item is handled as quickly as possible and that you are informed throughout the process.
11.7 We cannot be held accountable for repair products or communication from the manufacturer.
11.8 All electronic products come with manufacturer warranty. If a product
covered by a warranty is deemed to be faulty you will be eligible for a refund or replacement.
12. CANCELLATIONS
12.1 If your package has been shipped, we reserve the right to refuse order cancellation or to charge
a cancellation fee of 20% of the purchase price (‘Cancellation Fee’) should we be able to
request the return of the package from our delivery service.
12.2 If we are unable to request the return of the package from our delivery service, we will not be
able to provide a cancellation of your order.
12.3 If we have incurred costs associated with your order, we may not be able to provide a
cancellation of your order.
12.4 Any refusal of cancellation or charge of a Cancellation Fee will be at our sole discretion.
13. RECEIVING A REFUND
13.1 Where applicable, a refund will be issued once we have received your returned items. Any items
that are damaged when we receive them are not eligible for a refund. Refunds do not include
any shipping or handling charges, except in the case of faulty or damaged items.
13.2 Refunds will be credited back to the original Payment Method within five (5) to seven (7)
Business Days. Please note that we do not have control over the length of time it takes to refund
your credit card. Should you have any queries in this regard, you should contact your bank.
14. RISK AND TITLE
14.1 The risk in the Products will pass to you once you have taken delivery of the Products.
14.2 Title to the Goods will not pass to you until we have received payment in full for the Products.