Refunds and returns
We offer a 30 day money-back guarantee. If something isn't right, you can send it back.
This policy sits on top of your rights under Australian Consumer Law. It doesn't replace them or limit them.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing below takes any of that away.
Changed your mind
You have 30 days from the day your order is delivered to request a return.
To qualify, the item needs to be:
- Unused and in the condition you received it
- In its original packaging, with any tags, manuals, cables, and accessories included
- Accompanied by proof of purchase — your order number is enough
We'll inspect the item when it arrives and let you know either way.
What we can't take back for change of mind
- Earphones, earbuds, and personal grooming items once the seal is broken
- Underwear and swimwear
- Anything perishable or consumable
- Gift cards
- Personalised or made-to-order items
If any of these arrive faulty, damaged, or not as described, the section below applies instead and you're still covered.
Faulty, damaged, or wrong items
Email us within a reasonable time of delivery and include your order number and a photo of the problem. Photos save you posting anything back while we work out what happened.
If the item has a minor problem, we'll repair or replace it, or refund you. If it's a major failure, the choice is yours: a refund, a replacement, or keeping the item and being compensated for the drop in value.
We cover return postage on anything faulty, damaged, or sent in error. You won't be out of pocket.
How to start a return
- Email info@ashcrofttrading.com with your order number and what you'd like to do.
- We'll reply with a return address and instructions, usually within one business day.
- Post the item back. Use a tracked service, until it reaches us, it's still your parcel.
Please don't send anything back before you've heard from us. Returns that turn up unannounced are difficult to match to an order, which slows your refund down.
Return postage
For change of mind, you cover the return postage.
For anything faulty, damaged, or wrong, we cover it.
Refunds
Once your return arrives and we've checked it, we'll refund you within 5 business days. The money goes back to the card or account you paid with, we can't refund to a different method.
Your bank may take a few days after that to show it. If it's been more than 10 business days since we confirmed the refund, email us and we'll chase it.
Original shipping costs are refunded when the item was faulty, damaged, or sent in error. For change of mind, we refund the price of the item.
Exchanges
We don't do direct exchanges. Return the item for a refund and place a new order — it's faster than holding stock aside, and you're not waiting on us to process two things in sequence.
Cancelling an order
If your order hasn't shipped, we can cancel it and refund you in full. Email us as soon as you can. Once it's with the courier, it becomes a return.
Getting in touch
Email info@ashcrofttrading.com. We read everything and usually reply within a day.
Ashcroft Trading Co., Sydney, Australia.