If you are not completely satisfied with our product(s), you may return the item(s) for a refund or exchange within 7 days from the date of receipt subject to the following conditions:
- The product must be returned in its original condition and packaging. Rae Morris Pty Ltd is unable to accept USED item(s) for return. Any damage resulting from improper use or lack of maintenance will not be eligible for refund or exchange.
- In order to return an item you need to first email us via firstname.lastname@example.org and describe the specific issue(s) with the item(s). We will then email you an Authorised Return Number (ARN) as a reference for the return.
- The order tax invoice or a copy of the order confirmation email must be enclosed with the return.
- Please package the contents of the return carefully to avoid damage and retain your receipts and tracking information for your records. Shipping charges for returns are not reimbursed unless an exception (at our discretion) is granted.
Unused, Non-Defective Products
It is our policy that you cannot return opened, non-defective items, but we can (at our discretion) grant exceptions. For an exception to be granted, the product must be returned within 7 days from the date of receipt, with its original packaging and the product must be unused. We do not refund shipping charges or the cost of shipping the return when the product is unopened and unused.
If the package has been opened Rae Morris Pty Ltd reserves the right to refuse the return or impose a 20% (or AUD$5) (based on the listed price of the product) repacking fee - this fee is for sterilising and repacking the product in sealed packaging in Australia. Please note that Rae Morris Pty Ltd has very strict standards regarding the return of any opened packaging for hygiene reasons.
Damaged or Defective Products
In order to maintain the highest possible quality standards, all Rae Morris products are thoroughly inspected both at our production facility and again during packaging for shipment. If any product is found to be defective, please contact us within 30 days from the date of receipt. If your order has been damaged during shipping, please contact us immediately.
Refund or Exchange may be applied provided the conditions of return (listed previously) are met. All returns will be examined to determine the cause of the problem. If the problem is a manufacturing defect, we will replace the item free of charge and also reimburse you for the cost of shipping the product to us. However if the problem is NOT due to a manufacturing defect or any other area of our responsibility, we are unable to offer an exchange or refund.
We do not accept returns, exchanges or lost shipment claims 31 or more days after the date of receipt.
Your order may only be cancelled within the 24 hour period following the placement of your order. Due to our quick turn around of orders, Rae Morris Pty Ltd is not responsible for late cancellation notices and the customer will remain liable for all product(s) and shipping and handling fees.
To cancel an order please notify us via email to email@example.com within 24 hour period following the placement of your order.
If a refund is to be issued, the refund will be processed using the same method (credit card, PayPal or Afterpay) used for order payment unless otherwise agreed. All credits will be in the form of a store credit