Refund policy

1. Australian Consumer Law Guarantees

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 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.

A major failure occurs if a product has a major fault, such as being unsafe, significantly different from the description, or completely unfit for its intended purpose and unable to be easily remedied. In these circumstances, you have the right to choose between a full refund or a product replacement. A minor failure occurs if a product has a minor defect or fault, in which case we will repair the item, replace it, or issue a refund at our discretion within a reasonable timeframe.

2. Change of Mind Policy

Please choose carefully, as we do not automatically offer refunds or exchanges for a simple change of mind, a change of preference, or an incorrectly ordered item. However, if you contact us within 30 days of delivery, we may, at our discretion, accept a return for store credit or an exchange. To qualify for a change of mind return, the item must be unused, unworn, in its original condition, contained within its original packaging, and accompanied by valid proof of purchase. For change of mind returns, the customer is responsible for all return shipping costs and transit arrangements.

3. Damaged or Faulty Items

If your item arrives damaged in transit or fails to operate upon initial unpacking, please capture clear photographs or a short video demonstrating the issue immediately. Contact our support team via email at orders@plainsense.au with your order number and supporting evidence attached. Our team will assess the claim, and if the item is confirmed faulty or damaged in transit, we will arrange a replacement or issue a full refund promptly.

4. Return Process & Postage

A valid receipt, order confirmation number, or tax invoice is required for all return claims. If an item is confirmed to be faulty under the Australian Consumer Law, Plain Sense will reimburse reasonable return postage costs or provide a pre-paid return shipping label. When returning an item, please ensure it is packaged securely to prevent damage during transit.

5. Refunds Processing

Once your return is received and inspected, or your digital fault claim is approved, your refund will be processed back to your original payment method, including Credit Card, PayPal, or Apple Pay. Refunds typically take 3 to 5 business days to clear into your account, depending on your financial institution.