Returns and refunds
Last updated: 6 November 2026
If there is a problem with an Arlaan purchase, start by contacting us. Tell us the order number, the item involved, what has happened and the outcome you are seeking. We remain your point of contact; you do not have to resolve a consumer-guarantee claim directly with a manufacturer or fulfilment partner.
Your consumer-guarantee rights
Australian Consumer Law provides automatic guarantees for products covered by that law. These include acceptable quality, correspondence with the description and fitness for disclosed purposes where those guarantees apply. Our change-of-mind policy and any manufacturer’s warranty do not replace or restrict those guarantees.
For a major problem, you can generally choose a refund or replacement. For a minor problem, we will provide an appropriate remedy at no cost within a reasonable time. If a minor problem cannot be remedied within a reasonable time, or is not remedied, further options can become available. Compensation for reasonably foreseeable loss can also be available where the law provides it. The appropriate outcome depends on the problem and circumstances.
Damaged, incorrect or incomplete items
Contact us when you notice a problem. Your order details, a description and photographs where practical can help us assess it. If a product appears unsafe, stop using it. Please retain relevant parts and packaging where practical while we arrange the next step, but you do not need the original packaging to make a consumer-guarantee claim.
We may ask for reasonable proof of purchase. An order confirmation is useful; another suitable record can also help identify the purchase. We will not reject a statutory claim solely because you cannot provide the original receipt or packaging.
Returning an item or arranging collection
Contact us for the correct return address and instructions before arranging transport. This helps route the item correctly and does not remove statutory rights. Where an item is confirmed not to meet a consumer guarantee, we are responsible for reasonable return costs required by law. For a large or heavy product that cannot reasonably be returned by you, discuss collection arrangements with us.
We will explain any assessment or return arrangement, including costs that could lawfully apply if no fault or consumer-guarantee failure is found. We will not impose an undisclosed fee as a condition of an assessment.
Change of mind
A change-of-mind return is available only where we have agreed to it or expressly offered it with your purchase. Contact us before sending an item back so eligibility, condition requirements and any return costs can be agreed. This is separate from your rights when a product does not meet a consumer guarantee.
Refunds
When a refund is agreed or required, we will confirm the amount and the next step. Refunds are normally returned through the original payment method unless another method is agreed or required. Processing and bank-settlement times can vary. Any entitlement to delivery-cost refunds or compensation is assessed under the rights applying to the purchase; it is not excluded by a blanket rule.
Where you are entitled to a refund, you do not have to accept a voucher or store credit instead unless you choose that option.
Start a request
Signed-in customers can open an order to request help with an item. If you cannot access the order online, use our contact form instead. You do not need an online account to exercise consumer-guarantee rights.