Refund policy

Sontse Pty Ltd (ABN 50 663 337 362) ("we", "us" or the "Company") prides itself on providing products of the highest quality and is committed to customer satisfaction. This returns policy describes generally how we manage product returns. Returns remain subject to our Website Terms of Use (http://www.sontse.com.au/policies/terms-of-service). If you would like more information, please don't hesitate to contact us.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A product or good has a major failure when:

1. it has a problem that would have stopped someone from buying it if they’d known about it;
2. it is significantly different from the sample or description;
3. it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time;
4. it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
5. it is unsafe.

Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.

Please note there may be limitations on your right to return and obtain a refund for products, however these limits will always be subject to your statutory rights.

1. Cancellation and Change of Mind

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

2. Products Damaged During Delivery

In the event that the product you ordered has been damaged during delivery:

• Please contact us as soon as possible.
• 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.
• 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 and your claim is accompanied by a photo and description of the issue.

3. Exceptions

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:

• You misused the said product in a way which caused the problem.
• You knew or were made aware of the problem(s) with the product before you purchased it.
• 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.
• Any other exceptions that apply under the Australian Consumer Law.

4. Shipping Costs for Returns

In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.

If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.

In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

5. How to Return Products

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: hello@sontse.com.au

Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

To be eligible for a refund, repair or replacement, you must provide proof of purchase.

You may be required to provide a government issued identification to qualify for a refund, repair or replacement.