Refund Policy

PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS. A FEE WILL BE CHARGED.

RETURNS

Is it possible to return my order?
Yes, it is possible.

If you are not satisfied with the items you ordered, you have the option to return them within 14 days of receipt.

In this case, the order must fulfill the following conditions:

1. The order still contains all the relevant parts and components, and the packaging is in the same condition as when the product was received.
2. Normal handling of the product is evident; breakage due to careless handling is excluded.
3. Products where hygiene is important must have been thoroughly cleaned before initiating the return process.
4. The product has been found to be defective immediately upon receipt.
5. We reserve the right to charge the customer for shipping costs.
6. Returns will be processed within 7 working days, and if the conditions are met, the return will be officially recognized within this period.

We reserve the right to refuse returned goods if we suspect that the goods have been used or damaged through no fault of our own.

 

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HOW CAN I RETURN MY ORDER?

If your order fulfills the above conditions, please do the following to begin the return process:

1. Send an email to: info@conceptcanberra.com
2. Include the following information in your email:
   • Order number
   • Reason for the return request
   • Photo of the product
   • First and last name
   • Your address

We will provide you with the return address after reviewing your request. Do not return the item to the sender. We will send you the correct address upon confirmation.

The customer is responsible for the shipping costs when returning the product.

 

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CANCELLATION POLICY

The consumer has the right of cancellation according to the following provisions if the consumer is a natural person entering into a legal transaction for purposes not predominantly related to their commercial or professional activity.

A. CANCELLATION CONDITIONS

Right of Cancellation
The cancellation period is 14 days from the day you, or a third party designated by you (who is not the carrier), receives the last goods in your order.

As we work with a fully automated system, orders are processed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, and a refund is only possible after receipt of the goods.

To exercise your right of cancellation, you must inform us (Concept Canberra) by email at info@conceptcanberra.comof your decision to withdraw from the contract. The cancellation is complete only when we have received the goods. The costs of returning the goods are borne by the buyer.

 

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REGISTRATION OF SHIPMENTS IN TRANSIT

As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us.

To guarantee the fastest possible return, we ask you to send us a shipping confirmation.

 

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CONSEQUENCES OF CANCELLATION

If you withdraw from this contract, we will reimburse all payments we have received from you, with the exception of delivery costs (including any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery we offer). Reimbursement will occur without undue delay and no later than 14 days from the date we receive:

1. Your notification of withdrawal from this contract, and
2. The goods you returned.

For this refund, we will use the same means of payment you used for the original transaction unless otherwise agreed. You will not be charged any fees for this refund.

IMPORTANT: ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.