Refund Policy

Last updated: September 1, 2026

1. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. This policy does not limit rights to repair, replacement, refund, compensation or cancellation where the law provides them. Any sign or statement saying “no refunds” applies only to a lawful change-of-mind rule, never to faulty goods.

2. Major problems

For a major failure with goods, a consumer may reject the goods and choose a refund or replacement, or keep them and claim compensation for the reduction in value. A major failure includes circumstances defined by law, such as where a reasonable consumer would not have purchased, goods are substantially unfit and cannot easily be fixed, or goods are unsafe.

3. Minor problems

For a non-major failure, we may choose to repair the item free of charge within a reasonable time. If we cannot or do not do so, the consumer may have the item repaired elsewhere and recover reasonable costs, reject the goods and choose a refund or replacement, or obtain another remedy provided by law.

4. Services and consequential loss

Services must be provided with due care and skill, be fit for a disclosed purpose and be supplied within a reasonable time where none is fixed. Remedies depend on whether a service failure is major and whether it can be fixed. Consumers may also be entitled to compensation for reasonably foreseeable loss caused by a failure.

5. How to request a remedy

Contact hello@iwbetter.comhttps://www.iwbetter.com with the order number, issue and preferred remedy. Reasonable proof of purchase may be requested; it need not be the original receipt where another reliable record exists. We may inspect goods but will not impose an unreasonable evidentiary burden.

6. Return costs and bulky goods

When goods fail a consumer guarantee, the seller bears reasonable return costs. If a product is large, heavy or difficult to remove, we will arrange collection or assessment where required. Return location: the return location supplied after an eligible return request is approved

7. Change of mind

Australian law does not generally require a refund because a customer changed their mind. Our optional change-of-mind terms are the applicable details provided on the storefront, at checkout, or through support

8. Wrong, damaged, unsafe or recalled goods

Report incorrect, transit-damaged, unsafe or recalled items promptly. Provide photographs or carrier evidence when reasonably available, but a delayed notice does not automatically extinguish legal rights. Stop using a potentially unsafe item and follow recall directions.

9. Refund method and timing

Approved refunds are returned to the original payment method within the timeframe shown at checkout, in the order confirmation, or by support where applicable

10. Manufacturer warranties and complaints

A manufacturer warranty operates in addition to rights against the seller. We will not direct a customer solely to the manufacturer where the seller is responsible under the ACL. Escalate a disputed outcome to hello@iwbetter.com

11. Remedy request steps

1. Contact us with reliable proof of purchase and describe the failure.
2. Tell us whether safety, urgency or accessibility affects the return method.
3. We assess whether the goods or services fail a consumer guarantee and whether the failure is major.
4. We arrange inspection, repair, replacement, collection or refund as the law requires.
5. We provide a written outcome, timing and escalation path if the claim is disputed.

12. Inspection and evidence

Inspection is limited to what is reasonably necessary to identify the product, failure, misuse, damage or safety risk. We consider receipts, order confirmations, bank records, serial numbers, photographs and other reliable evidence. Missing original packaging or a delayed report does not automatically defeat a consumer-guarantee claim.

13. Repair process

Where we choose repair for a non-major failure, it is carried out free of charge and within a reasonable time. We explain transport, assessment, data-backup and collection arrangements where relevant. If repair cannot be completed within a reasonable time or fails, further ACL remedies may become available.

14. Replacement and title

A replacement should be of the same type and similar value where available. Consumer guarantees apply to the replacement. We explain when ownership of rejected goods passes back and arrange return or collection consistently with the ACL; a customer is not required to dispose of unsafe goods without instructions.

15. Partial orders, bundles and gifts

Where only part of an order fails, the remedy is applied to the affected goods and any inseparable loss as required. Promotional bundles, gifts and discounted sets may be adjusted only under transparent terms and cannot reduce a statutory remedy. A gift recipient may use reliable proof of purchase where the law permits.

16. Consequential loss and expenses

Consumers may claim reasonably foreseeable loss or damage caused by a failure, subject to the law and evidence. Reasonable postage, transport, installation, removal or assessment expenses are considered where recoverable. We do not use a fixed exclusion to reject all consequential-loss requests.

17. Refund calculation and records

The refund record identifies the product or service amount, GST, delivery or related amounts, discounts and any separate compensation. The approved calculation rules are the applicable details provided on the storefront, at checkout, or through support

18. Rejected or unresolved claims

If we believe no consumer guarantee has failed, we explain the facts, evidence and applicable policy. We distinguish a denied voluntary change-of-mind return from a consumer-guarantee claim. Customers may provide further evidence or use the stated complaint, regulator-information, tribunal or court route.