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RETURN AND REFUND POLICY

 

Return & Refund Policy of Carlo and Cub

This Refund Policy (“Policy”) applies to the following purchases: Carlo and Cub Sensory Kits

• General

 

(a)  We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).

• 
  (b)  Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
• 
  (c)  Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

 

Australian Consumer Law

• 
  (a)  Under the Australian Consumer Law:
  • 
    (i)  Our goods and services come with guarantees that cannot be
    excluded under the Australian Consumer Law. For major failures with the service, you are entitled
    • 
      (A)  to cancel your service contract with us; and
    • 
      (B)  to a refund for the unused portion, or to compensation for
      
      its reduced value.
  • 
    (ii)  You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
• 
  (b)  We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
• 
  (c)  The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
• 
  (d)  If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
• 
  (e)  Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
• 
  (f)  If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
• 
  (g)  If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

• Cancellation and Change of Mind

(a) We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.

• Products Damaged During Delivery

• 
  (a)  In the event that the product you ordered has been damaged during delivery:
  • 
    (i)  Please contact us as soon as possible.
  • 
    (ii)  Any damaged product must be returned in the condition in which it was
    
    received, together with any packaging and other items which you received with the damaged product.
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  (b)  We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 7 days from the date of receiving the product.

• Exceptions

(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

• 
  (i)  You misused the said product in a way which caused the problem.
• 
  (ii)  You knew or were made aware of the problem(s) with the product or
  
  service before you purchased it.
• 
  (iii)  You asked for a service to be done in a certain manner, or you asked for
  
  alterations to a product, against our advice, or you were unclear about
  
  what you wanted.
• 
  (iv)  Any other exceptions that apply under the Australian Consumer Law.

       6. Contact Us

(a) If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: info@carloandcub.com

SHIPPING POLICY

Thank you for visiting and shopping atCarloandCub Sensory Kits. The following information sets out the terms and conditions that constitute our Shipping Policy.

• Processing your Order

An email confirmation is sent to your email address after placing your order. Please keep this email as proof of your purchase.

• Shipment Processing Time

Processing time refers to the time it takes for us to prepare your order for shipping.

After your payment is authorised and verified, all orders are processed within 7-10 Working days. We will contact you for some reason if there are any delays.

• Shipment Locations

       3.1. Domestic Only

Carlo and Cub does not ship internationally at this time. We ship domestic only – anywhere in Australia.

• Shipment rates and delivery estimates

We endeavor to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfil your order.

(a)  Standard Shipping
The order will arrive within 7 business days.

(b)  Please note:
(i)  Business day means Monday to Friday, except holidays.

            (ii)  Orders are not shipped or delivered on weekends or holidays.

 

(iii)  Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.

(iv)  When placing your order, we consider these factors when calculating the Estimated Delivery Date:

(A) Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.

(v)  Due to Product Stock outs, packages to and from our facility in Hoxton Park NSW may be delayed. We appreciate your patience during this time.

(vi)  We will not be responsible for the wrong shipping address if you provide incorrect information.

 

• Tracking Options

Carlo and Cub aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.

 

     5.1. Domestic Only

All orders delivered within Australia automatically have tracking.

      6. Damages

Unfortunately we are not responsible for broken or damaged packages, unless something inside the package is faulty.

 

      7. Missing or Lost Package

There are several reasons why a package gets lost or becomes a delivery exception. We’ve found that, more often than not, the package is either in the building or with a neighbour. Carlo and Cub politely requests that customers look in common courier hiding spots. 

 

      8. Questions

If you have any questions about the delivery and shipment of your order, please see our FAQ page,www.carloandcub.com.au, or contact us at info@carloandcub.com