Refunds & Returns

Last updated 2 September 2026. This policy sets out how returns work when you buy from us in Australia.

15 days to change your mind

Our products can be returned within 15 days of the original purchase, for any reason. This is our own published policy: Australian law does not require a change-of-mind period for online purchases, and we offer one because we would rather you ordered with confidence. To start a return, email us at theteam@customersupport.care with your order number.

To be eligible, the product must have been purchased from this website in the last 15 days, be unopened in its original packaging, and come back with your receipt, order confirmation or other proof of purchase from this website. Items must be shipped back to the warehouse your package originated from, at your cost, unless the item is faulty. We refund the price you paid for the goods, back to the payment method you used (your card or PayPal account), or held as credit against a future order if you would rather.

Nothing we sell is made to order

Everything we sell is a standard stock item. The chain curtain comes in one size, 90cm by 210cm, in black or silver, and nothing is cut, altered or built to your measurement, so the change-of-mind window above covers it exactly as it covers the swatters and the zapper.

Faulty, damaged or incorrect items

This part applies to everything we sell, and nothing above affects it.

Under the Australian Consumer Law our goods come with guarantees that cannot be excluded: they must be of acceptable quality, fit for their purpose and match their description. If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. For a major failure you are entitled to a replacement or a refund; for other failures we will repair or replace the item. We cover the cost of returning a faulty item.

Damaged in transit

If you receive a damaged product, please notify us immediately. Email us with your order number and a photograph of the packaging and the item, and we will arrange a replacement or a refund and cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

Items missing or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, or arrives with parts missing, or contains something you did not order, that is on us to resolve and it costs you nothing.

How to return something

Email theteam@customersupport.care with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back: items must go back to the warehouse your order shipped from, so this makes sure the return reaches the right place and is credited to your order.

Your refund will be processed 24 to 48 hours after receipt of the returned item. Payment providers usually take a few further working days to show the money back on your statement.

We are unable to accept returns of purchases made from third-party retailers. Products that do not meet the conditions above will not be considered for return.

Cancelling before dispatch

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, contact us within 12 hours: most orders are packed within 24 to 48 hours, and once the packaging and shipping process has started an order can no longer be cancelled, though it can still be returned under the policy above.

If something goes wrong

Customer support is available by email at theteam@customersupport.care. We do our very best to respond to support emails within 48 hours. If you are unhappy with how we have handled a return, say so in your email and a person will look at it again from the start; our complaints handling policy explains what happens next. Your rights under the Australian Consumer Law are not affected by anything on this page.