Refund policy
Returns & Refunds Policy
At Imagine & Grow Co., we want you to be happy with your purchase. We offer a 30-day change-of-mind return policy, meaning you have 30 days from receiving your order to request a return.
Change of Mind Returns
To be eligible for a change-of-mind return, your item must be:
- unused and in the same condition in which you received it
- in its original packaging, with any tags, labels and accessories included
- accompanied by proof of purchase.
To request a return, please contact us at hello@imagineandgrowco.com.au before sending your item back.
Items returned without first contacting us may not be accepted.
Unless the product is faulty, damaged, incorrect or otherwise covered by your rights under Australian Consumer Law, return shipping costs for change-of-mind returns are the responsibility of the customer.
Original shipping charges are not refundable for change-of-mind returns.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if your item is damaged, defective or you have received the wrong product.
Please include your order number and photographs of the item and packaging, where applicable, so we can assess the issue and arrange an appropriate solution.
Nothing in this policy is intended to exclude or limit your rights under the Australian Consumer Law.
Products sold to Australian consumers come with consumer guarantees that cannot be excluded. Depending on the circumstances, you may be entitled to a repair, replacement or refund where a product fails to meet those guarantees.
Non-Returnable Items
We do not accept change-of-mind returns for:
- gift cards
- personalised or custom-made products
- special-order products
- clearance or final-sale products.
These exclusions apply to change-of-mind returns only and do not affect any rights you may have under Australian Consumer Law.
Sale Items
Sale items may be excluded from our change-of-mind return policy where identified as final sale or clearance.
Your rights under Australian Consumer Law continue to apply to sale and clearance items where applicable.
Exchanges
If you would like a different product, please contact us to arrange a return where eligible. Once the return has been accepted, you can place a new order for your preferred item.
Refunds
Once we receive and inspect an eligible change-of-mind return, we will notify you whether the return has been approved.
Approved refunds will be issued to your original payment method. Please allow up to 10 business days for the refund to be processed, noting that your bank or card provider may take additional time to make the funds available.
If more than 15 business days have passed since we confirmed your refund, please contact hello@imagineandgrowco.com.au.
Australian Consumer Law
Our returns policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded.
For more information about Australian consumer rights, visit the Australian Competition and Consumer Commission (ACCC).
Contact Us
For questions about returns or refunds, please contact:
Imagine & Grow Co.
Email: hello@imagineandgrowco.com.au
Phone: 0492 890 496
One change from your existing policy I particularly recommend
Your current policy says “we’ll send you a return shipping label.” I'd remove that for ordinary change-of-mind returns. Otherwise you're effectively promising to pay/manage return freight every time someone simply changes their mind.
For a faulty product, the rules are different: once a fault is confirmed, reasonable return costs may need to be reimbursed, and for large/heavy faulty products the business can be responsible for collection/shipping.