Refund Policy

As the instasmile product is a custom made product we are generally unable to accept returns. On the odd occasion it may be necessary for us to inspect the product; in this case we will ask for you to return the product to us. Never send a product back to us without prior authorisation.

9.1 You may be entitled to cancel this contract within 14 days of receiving the Self-Impression Kit (cooling off period), provided it has not been opened nor used and returned to us at your cost using a tracked delivery service.

9.2 To meet the cancellation deadline, you must let us know that you wish to exercise your right to cancel before the 14-day cancellation period expires by contacting us. Our details are set out here.

9.3 We will charge a $45 restocking fee to cover our costs which will be deducted from any refund. If your return is not received within 14 days of the cancellation, or they are not in a resellable condition, an administration charge of $229 will apply.

9.4 You are not permitted to use the returns label if you have opted to cancel your order. If you use the returns label after cancellation then we will apply a charge of $45. Likewise if you refuse delivery from us we also reserve the right to apply a charge of $50.

9.5 We will make the reimbursement to the original payment method only as you used for the initial transaction, unless we have expressly agreed otherwise.

9.6 As the product is a custom made item it is non refundable after the cooling off period. See Australian Consumer Law (ACL) regarding custom made items.

Administration Charges

On the odd occasion, outside of the cooling off period, we may permit a refund at our discretion. Please note that the following charges would then apply:

  • Impression kit returns are subject to a restocking fee of $45.

  • If a returned impression kit is lost or damaged in transit there will be an administrative charge of $229 (incl. restocking fee)

  • If a returned kit arrives opened, used or damaged an administrative charge of $229

  • If you are deemed unsuitable due to providing false information during your order a cancellation fee of $229 will be applied to any refund.

  • If you have provided the correct information during your order and our Technicians deem you unsuitable then you will be entitled to a full refund.

  • If we agree to cancel your order prior to manufacture then there will be a cancellation fee of $229 applied to any refund.

 

If a product is deemed defective on receipt and you have provided the necessary evidence then you must allow us to remake the product for you.

 

Please be aware that in certain circumstances where our administration and or service costs have not been covered then we reserve the right to charge an amended administration fee to cover our costs.

 

Please note that all refunds will be made to the original payment method used at point of order. We are unable to refund via any other means. Once approved it can take up to 14 days for refunds to be repaid.

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