Refund policy

Returns and Refunds Police: Code Foils Pty Ltd eCommerce Store (Store.codefoils.com)

At Code Foils, we are committed to ensuring your satisfaction with every purchase. This Returns and Refunds Policy outlines the procedures for returning products and requesting refunds, in compliance with the Australian Consumer Law (ACL) and in partnership with our shipping provider. Please review the terms below carefully.

1. Eligibility for Return

To be eligible for a return, the following conditions must be met:

• Timeframe: Returns must be initiated within 30 days of delivery for most products, including “change of mind” returns on eligible items (see Section 4).
  
• Condition: Items must be unused, in their original packaging, and in the same condition as received, including all tags, accessories, and documentation.
  
• Proof of Purchase: A valid order number or proof of purchase (e.g., receipt, order confirmation, or bank statement) from Store.codefoils.com is required.
  
• Non-Returnable Items: The following items are non-returnable unless faulty or required by the ACL:
  
• Code Foils items NOT purchased through the Store.codefoils.com eCommerce platform
  
• Personalized or custom-made items.
  
• Items marked as “final sale” at the time of purchase.
  
• Gift cards.
  
• Domestic Purchases Only: Code Foils Ecommerce Store operates exclusively within Australia. Purchases made from outside Australia, including through a VPN or other means, are not eligible for returns or refunds.

2. Return Process

To initiate a return:

1. Contact Us: Email our customer support team at shop@codefoils.com with your order number, the item(s) you wish to return, the reason for the return, and proof of purchase.
   
2. Receive Return Authorization: We will review your request and, if approved, issue a Return Merchandise Authorization (RMA) number and return instructions within 3 business days. For eligible returns, we may provide a prepaid return label or a no-label return code for drop-off.
   
3. Ship the Item: Securely package the item, include the RMA number, and return it via an Australia Post Post Office, 24/7 Parcel Locker, or street posting box (over 20,000 locations available). Customers are responsible for return shipping costs unless the return is due to an error by Code Foils or the shipping agent (e.g., lost, damaged, or incorrect items).
   
4. Inspection: Upon receipt, we will inspect the item to verify eligibility. You will be notified of the approval or rejection of your return within 5 business days.
   

3. Refunds

If your return is approved:

• Refund Amount: We will issue a refund for the purchase price of the item, excluding original shipping fees, to the original payment method. For items covered by the shipping agents Extra Cover, additional compensation may apply (see Section 6).
  
• Processing Time: We endeavour to process refunds within 7 business days of receiving and approving the returned item. Depending on your payment provider, it may take more than 10 business days for the refund to appear in your account.
  
• Defective, Damaged, or Incorrect Items: If the return is due to a defect, damage, or error by Code Foils or shipping provider, we will cover return shipping costs and provide a full refund, including original shipping fees, in accordance with the ACL.
  

4. Change of Mind Returns

• We accept “change of mind” returns for eligible products within 30 days of delivery, provided the item is unused, in original packaging, and accompanied by proof of purchase.
  
• Customers are responsible for return shipping costs for “change of mind” returns. Refunds will exclude original shipping fees unless required by the ACL.

5. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect item:

• Contact Us: Email shop@codefoils.com within 7 days of delivery with your order number, photos of the item and packaging, and a description of the issue.
  
• Process: We will arrange a replacement, repair, or refund in accordance with the ACL. We require damaged items to be returned for a damage assessment. A prepaid shipping return label will be provided if applicable.
  
• Claims with Shipping Agent: If the damage or loss occurred during transit, we will initiate a claim with the shipping agent on your behalf, which may provide compensation up to $100 (or higher with Extra Cover), plus postage costs.
  

6. Extra Cover for High-Value Items

• For high-value items, Code Foils may opt for the shipping agent's Extra Cover, providing compensation up to $5,000 for loss or damage during transit. If applicable, this will be noted at the time of purchase.
  Customers seeking compensation for lost or damaged high-value items must provide proof of value (e.g., receipt or invoice) when initiating a return.
  

7. Exchanges

• Exchanges are available for the same item in a different size or colour, subject to availability. To request an exchange, follow the return process above and specify your preference.
• If the requested item is unavailable, we will issue a refund or store credit at your discretion.
  

8. Shipping Costs

• Customer-Initiated Returns: Customers are responsible for return shipping costs for “change of mind” returns or other non-faulty returns.
• Faulty or Incorrect Items: Code Foils will cover return shipping costs via a prepaid shipping return label for returns due to defects, damage, or errors by Code Foils or the shipping agent.
  

9. Cancellations

Orders may be cancelled before shipment by contacting shop@codefoils.com. A full refund will be issued for cancelled orders that have not yet shipped.
If the order has shipped, it is subject to the standard return process.

10. Australian Consumer Law

This policy does not limit your rights under the Australian Consumer Law. You are entitled to a refund, replacement, or repair for goods that fail to meet consumer guarantees, including being of acceptable quality, fit for purpose, or as described. For major failures, you may choose the remedy; for minor failures, Code Foils may opt to repair the item.

11. Contact Us

For questions or assistance with returns or refunds, please contact our customer support team:

Email: shop@codefoils.com
Response Time: We aim to respond within 2 business days.

12. Policy Updates

Code Foils reserves the right to update this Returns and Refunds Policy at any time. Changes will be posted on Store.codefoils.com, and the updated policy will apply to purchases made after the effective date.