Returns & Refunds
We want you to have confidence when shopping with Selac Australian.
This Returns & Refunds Policy explains how we handle product issues, returns and refunds.
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law (ACL).
1. Australian Consumer Guarantees
Products sold to consumers in Australia come with consumer guarantees under the Australian Consumer Law.
Among other things, goods must be of acceptable quality, be fit for any disclosed purpose and match their description.
Where these guarantees are not met, you may be entitled to a remedy such as a replacement, refund or other remedy depending on the circumstances.
2. Faulty, Damaged or Incorrect Products
Please contact us if:
- your product arrives damaged or leaking
- you receive an incorrect product
- an item appears defective
- the product is materially different from what you ordered
Email: [email protected]
Please include:
Order number
Product name
Description of the problem
Photos of the product and packaging, where relevant
Photos can help us assess the matter more quickly, but requesting photos does not remove any rights you have under applicable consumer law.
3. Major Problems
Where a product has a major problem under the Australian Consumer Law, you may be entitled to choose between a refund or replacement.
A major problem may include circumstances where a product is substantially unfit for its normal purpose, unsafe, materially different from its description or cannot easily be fixed within a reasonable time, depending on the circumstances.
The ACCC distinguishes between remedies available for major and minor failures.
4. Minor Problems
Where the problem is minor, we may be entitled to choose an appropriate remedy, such as repairing or replacing the product where applicable.
If the problem cannot be remedied within a reasonable time, further rights may apply under the Australian Consumer Law.
5. Change-of-Mind Returns
We do not generally offer refunds or exchanges where you:
- simply change your mind
- decide you no longer want the product
- find the same product cheaper elsewhere
- order the wrong product
This does not affect your rights if the product fails to meet a consumer guarantee.
For health, safety and product-integrity reasons, opened or used household cleaning products will generally not be accepted for change-of-mind returns.
The ACCC confirms that change of mind alone does not normally create an automatic right to a refund under consumer guarantees.
6. Proof of Purchase
We may ask you to provide reasonable proof of purchase.
Examples may include:
- your order confirmation
- invoice
- receipt
- transaction record
A product does not necessarily need to be returned in its original packaging for a valid claim concerning a faulty product.
7. Returning a Product
Please contact us before sending a return so we can provide the appropriate instructions.
Do not send products to an address shown on product packaging unless we specifically instruct you to do so.
Return address:
3/14–18 Connells Point Road, South Hurstville NSW 2221, Australia
8. Return Shipping Costs
For a change-of-mind return that we voluntarily agree to accept, the customer may be responsible for return shipping costs.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, reasonable return costs may need to be reimbursed.
The ACCC states that if a business confirms a product has a problem, reasonable return costs already paid by the customer must be reimbursed.
9. Refund Processing
Where a refund is approved, we will normally return the funds to the original payment method unless another method is agreed or required.
We aim to process approved refunds within 3–5 business days.
Your bank or payment provider may require additional time before the funds appear in your account.
10. Sale and Promotional Items
Products purchased during a sale or promotion have the same Australian Consumer Law rights regarding faulty or non-compliant goods as products purchased at full price.
A discounted price does not remove consumer guarantee rights.
11. Misuse or Damage After Delivery
Consumer guarantee remedies may not apply where a problem has been caused by misuse, failure to follow product directions or damage caused after delivery by the customer.
This does not affect rights that otherwise apply under law.
12. Contact Us
For returns, refunds or product issues:
Selac Australia Pty Ltd
Email: [email protected]
Address: 3/14–18 Connells Point Road, South Hurstville NSW 2221, Australia
Please include your order number to help us assist you more quickly.