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SHIPPING & RETURNS

SHIPPING POLICY

Welcome to Skratch Labs' shipping policy. We are dedicated to ensuring your products reach you in a timely manner, with great care taken in packaging to protect your items. Our shipping costs are transparent, and we aim to provide you with the best value for your shipping needs.
 

 

• Free shipping on orders over $300 AUD

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• Orders below $300 AUD: calculated at checkout

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• Products ship within Australia only, no International shipping

RETURN & EXCHANGE POLICY

Faulty & Damaged Item Policy

If you think that the item you've received is damaged or faulty, please follow the action steps below:

 

Step-by-Step Process

 

1. Contact Us

Reach our to us via email (sales@skratchlabs.com.au) with your order number within 30 days of receiving your product. Include:

  • A full description of the fault

  • Any relevant images

2. Return Request

If we confirm that your product may be faulty, we might ask you to send it back to us, including:

  • The faulty product

  • Any accessories, manuals, or documentation that came with it

3. Inspection & Outcome

If Found Faulty:

  • You will receive a full refund/credit or may request a replacement

If Not Faulty:

  • If we determine it is not faulty due to misuse (e.g. not following care instructions), wear and tear, or failure to follow manufacturer instructions, we will return it to you at your cost.

4. Refund Method

Refunds will be credited back to your original payment method.

 

5. Compliance

Ensure you follow these steps; otherwise, we may issue only a partial refund or no refund at all.

 

Australian Consumer Law

Under Australian Consumer Law, you have guaranteed rights for goods and services. These include rights to a repair, replacement or refund for major failures and compensation for other reasonably foreseeable loss or damage.

 

Terms & Conditions

Please see more below or here:

In these terms, we also refer to Skratch Labs Australia as "our", "we", or "us". And you are you.

(Faulty products) The following process applies to any Product you believe to be faulty.

  1. If you believe your Product is faulty, please contact us using the details provided on our Website with a full description of the fault (including images) within 30 days of receiving your Product.

  2. If we determine that your Product may be faulty, we will request that you send the Product back to us for further inspection, including any accessories, manuals, documentation or registration shipped with the Product. We reserve the right to further inspection before deeming a Product faulty.

  3. If we determine in our reasonable opinion that the Product is not faulty, or is faulty due to fair wear and tear, misuse, failure to use in accordance with the manufacturer's instructions, or failure to take reasonable care, we will refuse your return and send the Product back to you at your cost.

  4. If we determine that the Product is faulty, you will be credited the full amount paid and you may request a replacement or refund. All refunds will be credited back to your original method of payment unless you request otherwise and we approve this request.

  5. If you fail to comply with the provisions of this clause in respect of a faulty Product, we may, in our absolute discretion, issue only a partial refund or no refund in respect of a faulty Product.

  6. Nothing in this clause is intended to limit or otherwise affect the operation of any manufacturers' warranties which you may be entitled to or any of your rights which cannot be excluded under applicable law.

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