Refund policy

At eidierax.shop, we want customers to be satisfied with their purchases. This Return and Refund Policy explains our voluntary return process as well as important rights available to customers under Australian law.

Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

1. Change-of-Mind Returns

In addition to any rights available under Australian law, eidierax.shop provides a 30-day change-of-mind return period.

Customers may request a return within 30 days after the date on which the order is recorded as delivered.

To qualify for a voluntary change-of-mind return, the item must:

• be in the same condition in which it was received;
• be unworn and unused other than reasonably necessary inspection;
• be clean and undamaged;
• have original tags attached where applicable;
• include original packaging where reasonably possible; and
• be accompanied by proof of purchase or an identifiable order number.

Customers must contact info@eidierax.shop before sending any item back.

Returns sent without first contacting us may experience processing delays.

2. How to Request a Return

To request a return, email:

info@eidierax.shop

Please provide:

• your order number;
• the item or items you wish to return;
• the reason for the return; and
• photographs where the product is damaged, defective, incorrect, or otherwise has a problem.

After reviewing the request, we will provide return instructions where the return is approved or otherwise assist with any remedy available under Australian law.

Customers should not send a return to an address obtained from a shipping label without first receiving return instructions from us. The address shown on an outbound parcel may belong to a fulfilment or logistics provider and may not be capable of accepting returns.

3. Change-of-Mind Return Shipping

For an approved voluntary change-of-mind return where there is no product fault or other breach of a consumer guarantee, the customer is generally responsible for the cost of returning the item.

We recommend using a trackable shipping service and retaining proof of postage.

eidierax.shop is not responsible for a change-of-mind return that cannot reasonably be verified as having been sent or delivered.

This does not apply where applicable law requires us to bear return costs, including certain situations involving faulty or non-compliant products.

4. Faulty, Damaged or Incorrect Products

Customers should inspect their order after delivery and contact us as soon as reasonably possible if an item:

• arrives damaged;
• is defective;
• is unsafe;
• is materially different from its description;
• is the wrong item;
• does not perform as reasonably expected; or
• otherwise fails to satisfy an applicable consumer guarantee.

Please contact info@eidierax.shop with the order number and relevant photographs or other information that allows us to assess the issue.

Under the Australian Consumer Law, consumers have statutory guarantees. Depending on the nature and severity of a failure, available remedies can include repair, replacement or refund. For a major failure, consumers generally have the right to choose between a refund and replacement.

5. Major Failures Under Australian Consumer Law

Nothing in our store policy limits rights available for a major failure.

A product problem may constitute a major failure in circumstances recognised under the Australian Consumer Law.

Where a major failure occurs and applicable law gives the customer a choice of remedies, eidierax.shop will respect that legal entitlement.

The ACCC confirms that where a consumer guarantee is not met, the appropriate remedy depends on the seriousness of the problem, and consumers may have rights to repair, replacement or refund.

6. Minor Problems

Where a product has a problem that is not a major failure, Australian consumer law may allow the business an opportunity to provide an appropriate remedy, such as repair, within a reasonable time.

If the problem cannot be remedied within a reasonable time, further rights may arise under applicable law.

7. Items Not Normally Eligible for Change-of-Mind Returns

For hygiene, safety, personal-use or other reasonable reasons, certain products may not be eligible for voluntary change-of-mind returns after use or opening, including where applicable:

• personalised or customised products;
• products specifically produced to a customer's specifications;
• hygiene-sensitive goods that have been opened or used;
• underwear or similar intimate apparel that has been worn;
• products damaged through misuse, improper care, accident, or abnormal use;
• gift cards; and
• items expressly identified as final-sale items before purchase, to the extent permitted by law.

These exclusions apply only to voluntary change-of-mind returns.

They do not remove rights under the Australian Consumer Law where a product is faulty or otherwise fails to satisfy a statutory consumer guarantee.

8. Sale and Promotional Products

Products purchased during a promotion or at a discounted price remain covered by applicable Australian consumer guarantees.

A discounted price does not remove a customer's statutory rights where goods are faulty or otherwise fail to comply with the Australian Consumer Law.

For voluntary change-of-mind returns, promotional products may be subject to the same eligibility requirements described in this policy unless different conditions were clearly disclosed before purchase.

9. Exchanges

Where available, customers may request an exchange by contacting info@eidierax.shop.

Exchange availability depends on inventory.

If a requested replacement size, colour, or product is unavailable, we may offer another appropriate solution.

Nothing in the exchange process limits remedies required by Australian law.

10. Refund Processing

Once a returned item has been received and assessed, we will notify the customer of the outcome.

Where a refund is approved, it will generally be issued to the original payment method within 10 business days after approval.

The customer's bank, card provider, digital wallet provider, or payment processor may require additional time to post the refund to the customer's account.

If more than 15 business days have passed since we confirmed that a refund was issued and the refund is not visible, contact info@eidierax.shop.

11. Original Shipping Charges

Standard shipping is provided free of charge on all orders.

Accordingly, there is normally no standard outbound shipping charge to refund.

If any optional paid delivery service is offered in the future, refund treatment for that service will be subject to applicable law and the circumstances of the return.

12. Incorrect Delivery Information

Customers are responsible for providing complete and accurate shipping information.

If an order cannot be delivered due to an incorrect or incomplete address supplied by the customer, additional delivery or return-to-sender costs may apply where permitted by law.

Please contact info@eidierax.shop immediately after discovering an address error.

13. Lost or Missing Orders

If tracking indicates that an order has been delivered but the customer cannot locate it, the customer should:

• check the delivery location;
• ask other household members;
• check with neighbours where appropriate;
• inspect safe-drop locations; and
• contact the delivery carrier if tracking information identifies one.

If the issue remains unresolved, contact info@eidierax.shop and we will provide reasonable assistance.

14. Return Abuse and Fraud

We reserve the right to investigate return requests where there is reasonable evidence of fraud, manipulation, deliberate damage, repeated policy abuse, or other improper conduct.

This does not affect legitimate consumer rights or remedies.

15. Proof of Purchase

We may reasonably request evidence that an item was purchased from eidierax.shop.

Acceptable evidence may include:

• an order confirmation;
• an order number;
• the email address associated with the order;
• payment records; or
• other reasonable evidence linking the purchase to our store.

16. Consumer Guarantees Take Priority

Our 30-day voluntary return period does not mean that rights concerning faulty products expire after 30 days.

Consumer guarantee rights may continue beyond any voluntary store return period, depending on the nature of the product, price, expected useful life, problem, and other relevant circumstances.

The ACCC specifically notes that consumer guarantees may continue even after an express warranty has expired.

17. Contact

For returns, refunds, damaged products, incorrect orders, or other assistance:

eidierax.shop
Email: info@eidierax.shop