Returns Policy
RETURNS POLICY
We have a 30-day returns policy. If 30 days have passed since delivery of your order, unfortunately, we cannot offer a refund or exchange.
| What are the conditions for an item to be eligible for return? |
To be eligible for a return, your item must be unused, unopened, and in the same condition as when it was received. It must also be in its original packaging. We do not offer a product satisfaction guarantee, meaning that once a product has been opened or used, it is not eligible for a return or refund unless it is faulty.
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| What if I receive a faulty item? |
For faulty items, if the issue is identified and reported to our support team within 30 days, we can offer a brand-new replacement or a refund. Beyond this period, the matter will be referred to the product manufacturer, and any resolution will be provided at their discretion.
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Several types of goods are exempt from being returned.
NON-RETURNABLE ITEMS
| Are there any items that cannot be returned? |
We do not accept returns on the following:
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| What if the product I received is faulty? | For faulty product returns, you must submit a request within 30 days of receiving your item if you require a refund. Beyond this period, any discretionary refunds will incur shipping and handling fees. |
RETURNS PROCEDURE
| How do I request a return? |
To request a return, please email hello@detailstore.com.au with the following details:
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| Is there a time limit for reporting an issue or requesting a return? |
If there are any issues with your order, please notify us as soon as possible. Unfortunately, if 30 days have passed since you received your order, we will not be able to assist.
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After reviewing your return request, we will inform you of the next steps, including approval, return instructions, and processing.
RETURN APPROVAL PROCESS
| What if a return is not related to a product fault? |
For returns not related to a product fault, we will inspect the item upon receipt and send you an email confirmation. You will also be notified whether your return has been approved or rejected in accordance with our Returns Policy.
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| What are my options if my return is approved? |
Once approved, you may choose between the following options:
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ORDER CANCELLATIONS
| Can I cancel my order before it has been processed? |
If you wish to cancel an order before it has been processed and shipped for reasons outside our fault (e.g., change of mind, order mistake), you may choose one of the following options:
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If your order has already been processed or shipped, cancellation is no longer possible. However, you may still return the items in accordance with our Returns Policy.
REFUNDS
| How do refunds work? |
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you if your refund has been approved or rejected.
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| How long do refunds take to process? |
If your refund is approved, it will be processed and a credit will automatically be applied to your original method of payment. Note that the refund timeframe varies based on payment method but it would usually go through within 3-14 business days.
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| What should I do if I haven’t received my refund? |
If you have not received the refund within this period, please contact your bank / financial institution directly to investigate further. Note for Afterpay and ZipPay payments, refunds do take longer to clear and you will need to check directly with them.
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If you’ve done all of the above and your refund still has not been received, please contact us at hello@detailstore.com.au.
EXCHANGES
We only replace items if they are defective or damaged. Please contact the team at The Detail Store prior to sending your item back at hello@detailstore.com.au.
GIFTS
| What if I received a gift and want to return it? |
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the return. Once the returned item is received, a gift certificate will be issued.
If the gift giver had the order shipped to themselves and later gave it to you, we will refund the original purchaser. |
PACKAGING AND COLOUR DISCREPANCIES
| Why does my product look different from the photos online? |
Product packaging received may differ from the images displayed online, as manufacturers may update or modify packaging designs. Additionally, slight colour variations may exist between the images advertised online and the physical product. In some cases, manufacturers may also alter the original product colour without prior notice.
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We maintain the discretion to decline refund requests based on variations in packaging or product colour unless the item is faulty or significantly different from the product description.
RETURNS SHIPPING
| Who is responsible for the cost of return shipping? |
Customers are generally responsible for the return shipping costs, however this cost is refundable if the item is accepted as a faulty item and is covered under manufacturer's warranty. Otherwise, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time taken to receive your exchanged product may vary. |
If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that your returned item will be received.
WARRANTY
| What warranty coverage is available for products? |
Apex Customs: 12 month manufacturer warranty on polishers. Extend your warranty for free here. For other products, please check the specific product page for warranty information.
Active: 24 months manufacturer warranty. Kranzle: Refer to the Service Request/Warranty claims section here. |
For all other brands please send an email to hello@detailstore.com.au and we will advise accordingly.