REFUND POLICY

This Refund Policy (“Policy”) applies to the following purchases: purchases of digital and physical
products from rachaeldownie.com.au
1. General
(a) We offer refunds, repairs and replacements in accordance with the Australian
Consumer Law and on the terms set out in this Policy.
(b) Any benefits set out in this Policy may apply in addition to consumer’s rights under
the Australian Consumer Law.
(c) Before making a purchase, please read this Policy so that you can understand
your rights and what you can expect from us if you are not satisfied with your
order.

2. Australian Consumer Law
(a) Under the Australian Consumer Law:
(i) Our goods and services come with guarantees that cannot be excluded under
the Australian Consumer Law. For major failures with the goods, you are
entitled
(A) to cancel the purchase; and
(B) to a refund for the price of the goods; and
(C) compensation for any damage or loss (whether direct or
consequential) that was, or reasonably ought to have been,
foreseeable by us.

(ii) If the failure with the service does not amount to a major failure, you are
entitled to to a re-supply of the goods within a reasonably time, or to cancel
the purchase and be provided with a refund of any price paid.
(b) We offer refunds, repairs, and replacements in accordance with the Australian
Consumer Law.
(c) The Australian Consumer Law provides a set of Consumer Guarantees which
protect consumers when they buy products and services.

(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer
Guarantees which it provides. If there is an inconsistency between this Policy and
the Australian Consumer Law, the Australian Consumer Law will prevail.
(e) Further information about the Australian Consumer Law and these Consumer
Guarantees is available from the website of the Australian Competition and
Consumer Commission.
(f) If a product or service which you purchased from us has a major failure (as defined in
the Australian Consumer Law) then you may be entitled to a replacement or refund.
You may also be entitled to compensation for any reasonably foreseeable loss or
damage resulting from that major failure.
(g) If a product or service which you purchased from us has a failure which does not
amount to a major failure (as defined in the Australian Consumer Law) then you
may still be entitled to have the goods repaired or replaced.

3. Cancellation and Change of Mind
(a) We do not offer any refund if you change your mind, or find the same product or
service cheaper elsewhere.
4. Products Damaged During Delivery
(a) In the event that the product you ordered has been damaged during delivery:
(i) Please contact us as soon as possible.
(ii) Any damaged product must be returned in the condition in which it was
received, together with any packaging and other items which you received
with the damaged product.

(b) We will arrange to repair or collect the damaged product and replace it with an
equivalent product, or to refund it, provided that you have contacted us within 7
days from the date of receiving the product.

5. Exceptions
Notwithstanding the other provisions of this Policy, we may refuse to provide a repair,
replacement or refund for a product or service purchased by you if:
(a) You misused the said product in a way which caused the problem.
(b) You knew or were made aware of the problem(s) with the product or service
before you purchased it.

(c) You asked for a service to be done in a certain manner, or you asked for
alterations to a product, against our advice, or you were unclear about what you
wanted.
(d) Any other exceptions that apply under the Australian Consumer Law.

6. Shipping Costs for Returns
(a) In the event that a product you have purchased fails to meet one or more
Consumer Guarantees under the Australian Consumer Law, we shall bear any cost
of shipping the said product (the “Returned Product”) back to us, as well as any
cost of shipping any replacement product to you.
(b) If the Returned Product can easily be shipped or returned, then you are
responsible for organising for the Returned Product to be returned to us. If the
Returned Product is eligible for a repair, replacement or refund under the terms of
this Policy (including under the Australian Consumer Law) then we will reimburse
you for the reasonable postage, shipping or transportation costs for the Returned
Product.
(c) In the event that we organise and pay for the inspection, postage, shipping,
transportation or collection of a Returned Product, and it turns out not to be eligible
for a repair, replacement or refund under the terms of this Policy (including under
the Australian Consumer Law), then you will be required to pay the costs of any
inspection, postage, shipping, transportation or collection of the Returned Product.

7. Response Time
(a) We aim to process any requests for repairs, replacements, or refunds within 5
days of receipt.
8. How to Return Products
(a) You can contact us using the contact email provided at the end of this Policy to
discuss a return using the information.
(b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same
form as the original purchase or to the same account or credit card used to make
the original purchase.
(c) To be eligible for a refund, repair or replacement, you must provide proof of
purchase.

(d) You may be required to provide a government issued identification to qualify for a
refund, repair or replacement.

9. Contact Us
If you wish to speak to us about this Policy or about any refund, repairs or replacements,
please contact us at: info@rachaeldownie.com.au.