Last Updated: 20 JAN 2022
CONSUMER GUARANTEES, WARRANTIES, & REFUNDS
Australian Consumer Law protects consumers by providing certain guaranteed rights when purchasing goods and services. These rights, which automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.
Under Australian Consumer Law, these Consumer Guarantees cannot be excluded. 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.
If you believe that a product that you have purchased from a Mystery Planet store or website is faulty please return it to your nearest store, where our team members will consider what remedy you are entitled to.
CHANGE OF MIND RETURNS
Mystery Planet does not offer change of mind returns.
FAULTY PRODUCT RETURNS
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 for 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.
Where a failure does not amount to a major failure, Mystery Planet is entitled to choose between providing you with a repair, replacement or other suitable remedy.
Mystery Planet may elect to return the product to the manufacturer's repair agent to determine the nature of the problem.
Mystery Planet reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.
Proof of Purchase such as your original Mystery Planet register receipt must be presented. Refunds will be issued using your original payment method.
ONLINE PURCHASE RETURNS
Mystery Planet Returns Policy applies to online purchases. However, instead of the store register receipt as your proof of purchase you will need to present a copy of the tax invoice from our website. We also recommend you contact email@example.com who will advise you of the best method to return your item.
If you would like to return your item in store, we are happy to assist you. We will need you to bring in your Tax Invoice that is emailed to you. This contains the Invoice Number that is required to bring your original sale up on our screen to make the adjustments.
RETURN/ EXCHANGE POLICY
Returns (Defective/Damaged Products Only)
30 Day Exchange Policy – Defective Products Only
If you believe you have a defective product, please contact firstname.lastname@example.org or call (07) 5689 0673.
Defective products may only be returned within 30 days of purchase. In order to process your return, we will need your order number, description of the damage (including photos if available), and any other information about your use of the product that may help us understand the potential defect.
In the event that a product is determined to be defective due to a manufacturer error or defective materials, we will repair or exchange the product as needed. If Mystery Planet determines that repair or replacement of a defective product is not practical, we will provide a refund.
Depending on where you live, the time it may take for your repaired/replacement product to reach you may vary.
DAMAGED IN SHIPMENT
Be sure to inspect your product once you receive it. Any damage from shipping must be reported to Mystery Planet within 14 days of receipt of the product.
If you receive your product and it has been damaged during shipment, please email us at email@example.com right away. Include a description of the damages, and include pictures if possible. This information is extremely helpful to us in making sure that our products are packaged and shipped properly. We will arrange for the damaged products to be replaced.
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 of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
EXCHANGES FOR ONLINE PURCHASES
We only replace items if they are defective or damaged. If you need to exchange an item for the same one, please send us an email to firstname.lastname@example.org
All products are sent by Australia Post or relevant postal services in each country. Allow 5-7 business days after date of order for delivery of goods within Australia and 10-21 business days after date of order for delivery of goods overseas.
Mystery Planet reserves the right to make changes at any time to this Warranty and Returns Policy without notice.