Refund and Return Policy

 

 

1. Your rights under Australian Consumer Law

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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

2. Manufacturer’s Warranty

In addition to your rights under the Australian Consumer Law, we offer a 2-year manufacturer’s warranty for faults in materials or workmanship in our buckwheat husk products.

If you believe a product is faulty, please contact us at info@pureearthinternational.com as soon as possible with your order details, a description of the issue and photographs where available.

This manufacturer’s warranty is provided in addition to, and does not replace, your rights under the Australian Consumer Law.

3. Faulty, damaged or incorrect items

If your item is faulty, damaged, not of acceptable quality, not fit for purpose, or does not match its description, please contact us at info@pureearthinternational.com.

Where required by the Australian Consumer Law, we will provide an appropriate remedy, which may include repair, replacement or refund.

If the item has a major failure, you may choose a refund or replacement as permitted by law. For non-major failures, we may choose to repair or replace the item within a reasonable time, in accordance with the Australian Consumer Law.

If a return is required because the product is faulty, damaged, incorrect or otherwise does not comply with the Australian Consumer Law, we will provide instructions regarding return of the product and deal with any applicable return postage or shipping costs in accordance with the Australian Consumer Law.

4. 30-Day Change of Mind Money Back Guarantee

In addition to your rights under the Australian Consumer Law, we offer a voluntary 30-Day Change of Mind Money Back Guarantee for our Organic Hemp & Buckwheat Husk Pillow Range only.

This change-of-mind guarantee does not apply to:

  • bamboo pillow protectors, for hygiene reasons, unless they are unused and unopened and we agree to an exchange; or
  • any product excluded by lawfully published product-specific terms.

To be eligible for a change-of-mind return under this guarantee:

  • the product must be returned within 30 days of the date of purchase;
  • the product must be complete and, where reasonably practicable, returned with its original packaging;
  • the product must not be damaged, soiled, altered or used beyond what is reasonably necessary to inspect it; and
  • you must first obtain written return authorisation from us.

If a change-of-mind return is approved:

  • the customer is responsible for return shipping costs;
  • the original shipping charge is non-refundable; and
  • the refund will be limited to the purchase price of the product returned.

This 30-Day Change of Mind Money Back Guarantee is offered voluntarily and does not limit your rights under the Australian Consumer Law.

5. Exchanges

We may offer exchanges across our product range, subject to availability and approval.

If you wish to request an exchange:

  • you must contact us within 7 days of receiving the product;
  • the product must be returned with original packaging where reasonably practicable;
  • bamboo pillow protectors are only eligible for exchange if they are unused and unopened;
  • you must not send any item back without our prior written exchange approval; and
  • return shipping costs are the customer’s responsibility unless the Australian Consumer Law requires otherwise.

Before sending any replacement item, any difference in price and any applicable shipping charges must be paid by the customer, or any approved credit will be applied by us.

Because our products may be shipped from different locations, returns must be sent to the correct return address nominated by us. Unauthorised returns may result in additional shipping costs and delays.

6. Bitcoin payments and refunds in fiat currency

We may accept payment for some orders in Bitcoin or other approved digital currencies.

Where an order has been paid for using Bitcoin or another digital currency:

  • any refund approved by us will be paid in Australian dollars (AUD) or such other fiat currency specified by us, and not in Bitcoin or other digital currency;
  • the refund amount will be calculated by reference to the Australian dollar purchase price of the relevant product at the time of the original transaction;
  • we are not responsible for any change in value of Bitcoin or any other digital currency between the date of payment and the date of refund; and
  • any blockchain network fees, wallet fees, exchange fees, merchant processing fees or currency conversion fees are non-refundable unless required by law.

Nothing in this clause limits any rights you may have under the Australian Consumer Law.

7. How to contact us

For return, refund, warranty or exchange enquiries, please contact:

Email: info@pureearthinternational.com

Please include your order number, proof of purchase, details of the product, and a description of the issue.