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.

  • Major Failure: If a product has a major fault (e.g., it is unsafe, significantly different from the description, or completely unusable for its intended purpose and cannot easily be fixed), you have the right to choose between a full refund or a replacement.

  • Minor Failure: If a product has a minor defect or fault, 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. We do not automatically offer refunds or exchanges if you simply change your mind, decide you no longer want the product, or ordered the wrong item.

However, if you contact us within 30 days of delivery, we may, at our discretion, accept a return for store credit or exchange, provided:

  1. The item is unused, unworn, and in its original condition.

  2. The item is in its original packaging.

  3. You provide proof of purchase.

Note: For change-of-mind returns, the customer is responsible for all return shipping costs.

3. Damaged or Faulty Items

If your item arrives damaged during transit or fails to work straight out of the box:

  1. Take clear photos or a short video showing the issue or damage.

  2. Contact our support team immediately with your order number and evidence attached.

  3. Our team will assess the issue. If confirmed faulty or damaged in transit, we will arrange a replacement or issue a full refund straight away—no fuss.

4. Return Process & Postage

  • Proof of Purchase: A valid receipt, order confirmation number, or invoice is required for all return claims.

  • Return Postage for Faulty Goods: If an item is confirmed to have a fault under the ACL, Plain Sense will reimburse reasonable return postage costs or provide a pre-paid return label.

  • Packaging: 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 fault claim is approved digitally), your refund will be processed back to your original payment method (Credit Card, PayPal, Apple Pay, etc.).

Refunds typically take 3–5 business days to clear back into your account, depending on your financial institution.