Refund policy
WHAT THE THOCK WARRANTY AND RETURN POLICY
Australian Consumer Law Guarantees:
Products sold by WHAT THE THOCK (ABN 97 265 939 531) come with guarantees under the Australian Consumer Law (ACL) that cannot be excluded. Consumers are entitled to a replacement, refund for major failures, and compensation for foreseeable loss or damage. Goods failing to meet acceptable quality standards can be repaired or replaced.
A "major failure" is broadly defined, encompassing situations where a reasonable consumer would not have acquired the goods or when the goods are unsafe, substantially unfit for purpose, or deviate significantly from the demonstration model or sample.
Consumer guarantees are non-excludable and supplement any express warranty against defects.
Express Warranty:
WHAT THE THOCK provides an Express Warranty, which is additional to consumer rights under the ACL and other relevant legislation. This warranty covers products sold by WHAT THE THOCK, assuring they are free from defects in material and workmanship for specified warranty periods.
Return Conditions:
Goods Accepted for Return:
- Breach of an ACL Guarantee or express warranty.
- Goods returned in line with warranty terms.
No Change of Mind Returns: Returns are not possible for changes of mind, wrong selections, or finding cheaper alternatives. Customers are urged to review goods thoroughly before finalizing purchases.
Assessment and Conditions for Acceptable Return: WHAT THE THOCK reserves the right to assess the eligibility of goods, considering their condition and age. Goods eligible for assessment must be accompanied by valid proof of purchase, unaltered, unmodified, unmarked, undamaged, and complete with all original accessories.
Non-Returnable Goods: Goods used in a manner posing OH&S and hygiene risks, soiled, or exposed to biological contamination may not be returned. Customized or special orders may not be returnable unless WHAT THE THOCK's supplier approves the return.
Order Cancelations:
As per Australian Consumer Law, Returns and refunds are not possible for changes of mind, wrong selections, or finding the goods cheaper elsewhere. Please carefully review the goods and ask questions before proceeding with your final purchase. All Purchases are final, and cannot be cancelled without exceptional circumstances.
Restocking Fee:
WHAT THE THOCK may apply a 20% restocking fee, and customers will be informed after the assessment if this fee applies.
Delivery Charges:
If goods breach an ACL guarantee, return shipping costs are borne by WHAT THE THOCK. If no breach is found, consumers are responsible for return shipping costs.
Refunds:
Refunds, if entitled under the ACL, are issued via credit card, cheque, or EFT based on the original payment method. No cash refunds are provided, and processing may take up to 10 business days.
Network Partners & Resellers:
Freight expenses for returned items rest with the reseller. Warranty claims are pursued with the supplier, and credits or replacements are settled once resolved.
Guarantee and Warranties:
WHAT THE THOCK distributes high-quality goods backed by manufacturer warranties. The warranty terms are outlined in the "Written Warranty Statement" provided by the manufacturer. Repair, replacement, or refund actions are taken by WHAT THE THOCK based on the manufacturer's warranty obligations.
Workmanship Warranty:
Repair, service, and preventative maintenance work by WHAT THE THOCK are warranted against defects for twelve months from the service date. The warranty doesn't apply if repairs are conducted outside of WHAT THE THOCK or an authorized agent.
Statutory Rights:
Warranty details are in addition to statutory rights applicable in the state of purchase. All implied warranties and conditions, except as outlined, are excluded.
Non-Warranty Goods:
For products without warranties, buyers should refer to the Return Goods Policy for further instructions on non-warranty goods.