Refund policy

Thank you for shopping with tuaosm.shop.

This Return and Refund Policy explains the conditions applying to change-of-mind returns, faulty or damaged products, incorrect or missing items, exchanges, return shipping, and refunds.

This policy applies to products purchased directly through tuaosm.shop.

1. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, remedy, condition, warranty, or liability that cannot legally be excluded, restricted, or modified.

Depending on the circumstances, you may be entitled to a repair, replacement, refund, compensation, or another appropriate remedy if a product:

• Is faulty or defective
• Is unsafe
• Is not of acceptable quality
• Does not match its description, image, sample, or representation
• Is not fit for its usual purpose
• Is not fit for a particular purpose that you communicated to us before purchasing
• Is materially different from the product ordered
• Otherwise fails to meet an applicable consumer guarantee

Consumer guarantees apply automatically and cannot be replaced by a voluntary store warranty or limited to a fixed number of days.

2. Thirty-Day Change-of-Mind Returns

We offer a voluntary 30-day change-of-mind return period.

To request a change-of-mind return, you must contact us within 30 calendar days after the product is recorded as delivered.

To qualify for a change-of-mind return, the product must generally be:

• Unused
• Unworn
• Unwashed
• Unmodified
• In its original condition
• Free from stains, odours, hair, damage, or signs of use
• Returned with its tags, accessories, manuals, components, and original packaging
• Accompanied by reasonable proof of purchase

We may inspect the product before approving a change-of-mind return.

Australian retailers are not legally required to provide a refund merely because a customer changed their mind. This 30-day arrangement is an additional voluntary benefit offered by tuaosm.shop.

3. How to Request a Return

Before returning a product, contact us at:

Email: info@tuaosm.shop

Your request should include:

• Your full name
• Your order number
• The email address used for the order
• The product you wish to return
• The reason for the return
• Clear photographs or videos where relevant
• Your preferred resolution

We will review your request and provide return instructions where appropriate.

Please do not return a product before receiving instructions from us.

4. Return Address

Do not return products to the address printed on the original parcel, shipping label, or carrier documentation unless we specifically instruct you to use that address.

The original shipping address may belong to a carrier, supplier, fulfilment facility, or logistics provider that is not authorised to receive customer returns.

The correct return location may depend on:

• The product
• The reason for the return
• The fulfilment location
• Your delivery destination
• The remedy being provided

Sending a return to an unauthorised address may cause delays or loss of the parcel.

5. Proof of Purchase

We may request reasonable proof that the product was purchased from tuaosm.shop.

Acceptable proof may include:

• An order confirmation
• An invoice or receipt
• An order number
• A card or bank statement
• A payment transaction reference
• Other documentation reasonably demonstrating the purchase

We may also ask you to verify the name, email address, or delivery address associated with the order.

A business may request reasonable proof of purchase when handling a repair, replacement, or refund claim.

6. Major Product Problems

A product may have a major problem where:

• A reasonable customer would not have purchased it if they had known about the problem
• It is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time
• It is substantially unfit for a purpose communicated to us and cannot easily be fixed
• It is materially different from its description, sample, or representation
• It is unsafe
• It has multiple minor problems that, taken together, amount to a major problem

Where a product has a major problem under the Australian Consumer Law, you may generally choose between:

• A replacement, where reasonably available
• A refund

You may also choose to keep the product and seek compensation for any reduction in its value where applicable.

7. Minor Product Problems

Where a product has a minor problem that can be fixed within a reasonable time, we may provide a repair at no cost to you.

Depending on the product and circumstances, we may instead provide:

• A replacement
• A refund
• Another appropriate remedy

If the product cannot be repaired within a reasonable time, or the repair is unsuccessful, you may be entitled to a replacement or refund where required by law.

8. Damaged Products

Please inspect your order as soon as reasonably possible after delivery.

If a product arrives damaged, contact info@tuaosm.shop and provide:

• Your order number
• A description of the damage
• Photographs of the complete product
• Close-up photographs or videos showing the damage
• Photographs of the outer and internal packaging
• A photograph of the shipping label

Please retain the damaged product and packaging until we provide further instructions.

9. Faulty or Defective Products

If a product does not function correctly or develops a fault, please provide:

• A description of the problem
• The date the problem first appeared
• Information about how the product was used
• Photographs or videos showing the fault
• Relevant serial or model numbers where applicable
• Details of any troubleshooting already attempted

We may reasonably inspect or assess the product before providing a remedy.

A product does not need to be in its original packaging for a valid consumer-guarantee claim concerning a fault.

10. Incorrect Products

If you receive a product different from the one shown in your confirmed order, contact us and provide:

• Your order number
• The product ordered
• The product received
• Clear photographs of the received product
• Photographs of the packaging
• A photograph of the shipping label

After verification, we may:

• Send the correct product
• Arrange a return
• Provide a replacement
• Issue an appropriate refund

Where the error was caused by us, we will cover reasonable return costs.

11. Missing Products

Products from the same order may be shipped separately and arrive on different dates.

Before reporting a product as missing, please check:

• All tracking numbers
• All shipping confirmation emails
• Whether another parcel remains in transit
• Whether another person accepted the delivery
• Whether the package was damaged or opened

If all parcels have arrived and a product is still missing, contact us with:

• Your order number
• Details of the missing product
• Photographs of the parcel contents
• Photographs of the packaging
• A photograph of the shipping label

We will review our fulfilment and shipping records and provide an appropriate solution.

12. Change-of-Mind Return Exclusions

The following products may not qualify for a voluntary change-of-mind return:

• Personalised or custom-made products
• Products made to the customer’s specifications
• Sealed hygiene products after the seal has been opened
• Opened or used personal-care products
• Underwear, swimwear, or intimate products after hygiene protection has been removed
• Perishable products
• Products that deteriorate or expire rapidly
• Digital products after access or download has been supplied
• Gift cards
• Products damaged through misuse, neglect, or unauthorised alteration
• Products clearly identified as final sale before purchase

These exclusions do not apply where a product is faulty, unsafe, incorrectly described, or otherwise fails to meet a consumer guarantee.

13. Sale and Final-Sale Products

Sale, clearance, promotional, and discounted products remain covered by applicable consumer guarantees.

A product identified as final sale may be excluded from our voluntary change-of-mind policy, but it cannot be excluded from statutory remedies where it is faulty, unsafe, incorrectly described, or otherwise non-compliant.

Where a product was discounted because of a specific defect clearly disclosed before purchase, a remedy may not be available for that disclosed defect. Other undisclosed problems remain subject to applicable consumer rights.

14. Incorrect Size, Colour, or Variation

Selecting the wrong size, colour, style, quantity, or variation is generally treated as a change-of-mind return.

The product must satisfy the eligibility requirements in Section 2.

If we supplied a different size, colour, style, or variation from the one shown in your confirmed order, the product will be treated as an incorrect item.

15. Exchanges

Subject to product availability, an eligible product may be exchanged for another size, colour, style, or replacement product.

Exchanges are subject to:

• Return approval
• Inspection of the returned product
• Replacement stock availability
• Any applicable price difference
• Applicable shipping arrangements

We cannot guarantee or reserve replacement stock before the returned product has been approved.

Where the requested replacement is unavailable, we may offer:

• Another product with your agreement
• Store credit with your agreement
• A refund

A statutory refund will not be replaced with store credit unless you agree or the law permits it.

16. Change-of-Mind Return Shipping

For an approved change-of-mind return:

• You are generally responsible for the return shipping cost
• You should use a trackable delivery service
• You should retain the return receipt and tracking number
• The product must be securely packaged to prevent transit damage
• Optional express or priority delivery charges are generally non-refundable

We are not responsible for an untracked change-of-mind return that is lost before reaching the authorised return location.

17. Return Costs for Faulty or Incorrect Products

Where a product is confirmed to be faulty, damaged on arrival, incorrect, unsafe, or otherwise non-compliant, we will cover or reimburse reasonable return costs where required.

Depending on the circumstances, we may provide:

• A prepaid return label
• A carrier collection
• Reimbursement of reasonable postage
• Another suitable return arrangement

Please contact us before using an unusually expensive return method.

Where a business confirms that a product has a problem, reasonable return costs already paid by the customer must be reimbursed.

18. Product Assessment

We may reasonably inspect or assess a returned product before providing a remedy.

The assessment may consider:

• The reported problem
• Product condition and age
• Normal wear and tear
• Intended product use
• Care and maintenance
• Accidental damage
• Misuse or neglect
• Product instructions
• Photographs and videos
• Supplier or technical findings

An assessment will be completed within a reasonable period.

We will not refuse a valid faulty-product claim solely because the original packaging is unavailable.

19. Customer-Caused Damage

A repair, replacement, or refund may not be available where the problem was caused by:

• Misuse
• Accidental damage after delivery
• Failure to follow product instructions
• Improper installation
• Unauthorised repair or modification
• Neglect
• Abnormal use
• Normal wear and tear
• Failure to take reasonable care

This does not affect rights relating to a separate manufacturing defect or undisclosed product problem.

20. Refund Method

Approved refunds will generally be issued to the original payment method used for the order.

Depending on the original payment method, refunds may be processed through:

• Shopify Payments
• A credit or debit card
• A digital wallet
• Another authorised payment provider

We generally cannot issue a refund to an unrelated card, bank account, or payment method.

Where the original payment method is no longer available, we will work with you and the relevant payment provider to determine an appropriate alternative.

21. Refund Amount

An approved refund for a product that fails to meet an applicable consumer guarantee may include:

• The amount paid for the affected product
• Applicable taxes paid on that product
• Reasonable return costs where required
• Original delivery charges where required by law

For a voluntary change-of-mind return, the following are generally non-refundable:

• Express or priority shipping upgrades
• Gift-wrapping charges
• Optional delivery insurance
• Change-of-mind return postage
• Other optional services already supplied

Any lawful deduction will be reasonable and clearly explained.

For a major product problem, an eligible refund should be for the full amount paid rather than a partial goodwill amount imposed by the seller.

22. Refund Processing Time

After an approved return has been received and assessed, we aim to submit the refund within 5 business days.

You will receive a notification after the refund has been submitted.

Your bank, card issuer, digital-wallet provider, or payment processor may require additional time to display the refund in your account.

23. Late or Missing Refunds

If you have received confirmation that a refund was issued but cannot see it:

1. Check the original payment account.
2. Review pending transactions.
3. Contact your bank, card issuer, or payment provider.
4. Allow for the provider’s normal processing time.
5. Contact info@tuaosm.shop if the refund remains unavailable.

Please include your order number and refund confirmation.

24. Promotional Orders and Free Gifts

Where a return affects a bundle, multi-buy offer, order-level discount, promotional threshold, or free gift:

• The refund may be based on the amount actually paid for the returned product
• A free gift may need to be returned where the qualifying purchase is returned for change-of-mind reasons
• A discount may be recalculated where the remaining order no longer meets the promotion’s conditions
• Any adjustment will be reasonable and clearly explained

Promotional conditions do not reduce statutory remedies for faulty or non-compliant products.

25. Order Cancellations

To request cancellation, contact info@tuaosm.shop as soon as possible.

Please provide:

• Your full name
• Your order number
• The email address used for the purchase
• A clear cancellation request

Cancellation cannot be guaranteed after an order has entered processing, picking, packing, fulfilment, or shipping.

If the order has already been dispatched, you may need to wait for delivery and then request a return.

26. Refused and Unclaimed Deliveries

Refusing delivery or failing to collect a parcel does not automatically create an approved return.

Where a parcel is returned because it was refused or unclaimed, we may:

• Arrange redelivery
• Process an eligible return
• Issue an appropriate refund
• Deduct reasonable return or redelivery costs where legally permitted

No deduction will be made where the refusal resulted from a faulty product, incorrect product, or another matter giving rise to a statutory remedy.

27. Unauthorised Returns

A return may be treated as unauthorised where it is sent:

• Without contacting us first
• To an unapproved address
• Without sufficient order information
• After the voluntary return period without a valid legal basis
• Using a cash-on-delivery service without approval

Unauthorised returns may be delayed, refused, or returned to the sender.

This section does not remove rights available under the Australian Consumer Law.

28. Return Fraud and Abuse

We may investigate or refuse a voluntary return where there is reasonable evidence of:

• Fraud
• Product substitution
• Deliberate product damage
• False claims
• Altered documents
• Repeated abuse of voluntary return arrangements
• Return of a product not purchased from tuaosm.shop

We may request additional information to verify a claim.

A legitimate exercise of consumer rights will not be treated as return abuse.

29. Manufacturer Warranties

Some products may include a manufacturer’s warranty.

Manufacturer and voluntary warranties operate in addition to Australian consumer guarantees and do not replace or limit them.

Customers are not required to purchase an extended warranty to retain their statutory rights. We will not improperly require a customer to deal only with the manufacturer where tuaosm.shop is responsible for providing a remedy.

30. Privacy

Information submitted in connection with a return, refund, repair, replacement, exchange, or product assessment will be handled in accordance with our Privacy Policy.

Relevant information may be shared with service providers where reasonably necessary to:

• Process the return
• Arrange transportation
• Assess the product
• Process a refund
• Prevent fraud
• Comply with applicable law

31. Changes to This Policy

We may update this Return and Refund Policy to reflect changes to:

• Our products
• Return procedures
• Fulfilment arrangements
• Payment services
• Business operations
• Applicable legal requirements

The updated policy will be published on this page with a revised “Last Updated” date.

Changes will apply prospectively and will not retrospectively remove rights that have already arisen.

32. Contact Us

For return, refund, exchange, repair, replacement, or cancellation enquiries, contact:

Company: tuaosm.shop
Website: tuaosm.shop
Email: info@tuaosm.shop

When contacting us, please include your full name, order number, the email address used for the purchase, and a clear explanation of your request.