Refund policy

Thank you for shopping with tuaoru.shop.

We want you to feel confident when purchasing from our store. This Return and Refund Policy explains our voluntary change-of-mind return program and the remedies available when a product is faulty, damaged, unsafe, incorrect, incomplete, or otherwise fails to meet an applicable consumer guarantee.

This policy applies to products purchased directly from tuaoru.shop.

1. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, remedy, condition, warranty, or liability that cannot lawfully be excluded, restricted, or modified.

Depending on the circumstances, you may be entitled to a repair, replacement, refund, compensation, or another appropriate remedy if a product:

• Is faulty or defective

• Is unsafe

• Is not of acceptable quality

• Does not match its description, image, sample, or representation

• Is not fit for its normal purpose

• Is not fit for a particular purpose communicated to us before purchase

• Is materially different from what you ordered

• Otherwise fails to meet an applicable consumer guarantee

Our voluntary return policy operates in addition to your statutory rights.

2. Thirty-Day Change-of-Mind Returns

We offer a voluntary 30-day change-of-mind return period.

To request a change-of-mind return, you must contact us within 30 calendar days after the product is recorded as delivered.

To qualify, the product must generally be:

• Unused

• Unworn

• Unwashed

• Unmodified

• In its original condition

• Free from stains, odours, hair, damage, or signs of use

• Returned with all original tags, accessories, manuals, components, and packaging

• Accompanied by reasonable proof of purchase

We may inspect a returned product before approving a change-of-mind refund.

The 30-day period applies only to our voluntary change-of-mind policy. It does not impose a 30-day limit on your rights regarding faulty or non-compliant products under applicable law.

3. How to Request a Return

Before returning any product, contact us at:

Email: info@tuaoru.shop

Please include:

• Your full name

• Your order number

• The email address used to place the order

• The product you wish to return

• The reason for the return

• Clear photographs or videos where relevant

• Your preferred resolution

After reviewing your request, we will provide return instructions where appropriate.

Do not send a product back before receiving return instructions.

4. Return Address

Do not return products to the address printed on the original parcel, shipping label, or carrier documentation unless our customer service team has specifically instructed you to use that address.

The original shipping address may belong to a supplier, carrier, fulfilment facility, or logistics provider that is not authorised to receive customer returns.

The appropriate return location may depend on:

• The product

• The reason for the return

• The fulfilment location

• Your delivery destination

• The remedy being provided

We will provide the correct return instructions after reviewing your request.

Unauthorised returns may be delayed, refused, or lost.

5. Proof of Purchase

We may request reasonable proof that the product was purchased from tuaoru.shop.

Acceptable proof may include:

• An order confirmation

• An invoice

• A receipt

• An order number

• A payment statement

• A transaction reference

• Other documentation reasonably demonstrating the purchase

We may also ask you to verify the name, email address, or delivery address associated with the order.

6. Major Problems

A product may have a major problem where:

• A reasonable customer would not have purchased it if they had known about the problem

• It is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time

• It is substantially unfit for a purpose communicated to us and cannot easily be fixed

• It is materially different from its description, sample, or representation

• It is unsafe

• It has multiple minor problems that, considered together, amount to a major problem

Where a product has a major problem under the Australian Consumer Law, you may generally choose between:

• A replacement, where reasonably available

• A refund

You may also choose to keep the product and seek compensation for any reduction in value where applicable.

7. Minor Problems

Where a product has a minor problem that can be repaired within a reasonable time, we may provide an appropriate repair at no cost to you.

Depending on the product and circumstances, we may instead choose to provide:

• A replacement

• A refund

• Another appropriate remedy

If the product cannot be repaired within a reasonable time, or if the repair is unsuccessful, you may be entitled to choose a replacement or refund where required by law.

8. Damaged Products

Please inspect your order as soon as reasonably possible after delivery.

If a product arrives damaged, contact us promptly at info@tuaoru.shop and provide:

• Your order number

• A description of the damage

• Photographs of the complete product

• Close-up photographs or videos showing the damaged area

• Photographs of the outer packaging

• Photographs of the internal packaging

• A photograph of the shipping label

Please keep the product and all packaging until we have reviewed your request and provided further instructions.

9. Faulty or Defective Products

If a product does not function correctly or develops a fault, please contact us and explain:

• What the problem is

• When the problem first appeared

• How the product was being used

• Whether troubleshooting has been attempted

• Whether any warning, error, or unusual behaviour occurred

We may request photographs, videos, serial numbers, troubleshooting results, or a reasonable assessment of the product.

The assessment process will not remove or restrict your rights under applicable consumer law.

10. Incorrect Products

If you receive a product different from the one shown in your confirmed order, contact us promptly.

Please provide:

• Your order number

• The product you ordered

• The product you received

• Clear photographs of the received product

• Photographs of the packaging

• A photograph of the shipping label

After verification, we will provide an appropriate solution, which may include:

• Sending the correct product

• Arranging a return

• Providing a replacement

• Issuing a refund

Where the error was caused by us, we will be responsible for reasonable return costs.

11. Missing Products

Products from the same order may occasionally be shipped separately and arrive on different dates.

Before reporting a product as missing, please check:

• Whether the order has multiple tracking numbers

• Whether another parcel remains in transit

• Whether the product appears in a separate shipping confirmation

• Whether the parcel was damaged or opened during delivery

If all parcels have arrived and a product is still missing, contact us with:

• Your order number

• Details of the missing product

• Photographs of the parcel contents

• Photographs of the packaging

• A photograph of the shipping label

We will review our fulfilment and shipping records and provide an appropriate solution.

12. Change-of-Mind Return Exclusions

Unless otherwise stated, the following products may not qualify for a voluntary change-of-mind return:

• Personalised or custom-made products

• Products made to your specifications

• Sealed hygiene products after the seal has been opened

• Opened or used personal-care products

• Underwear, swimwear, or intimate products after the hygiene seal has been removed

• Perishable products

• Products that deteriorate or expire rapidly

• Digital products after access or download has been supplied

• Gift cards

• Products damaged through misuse, neglect, or unauthorised alteration

• Products clearly identified as final sale before purchase

These exclusions do not apply where a product is faulty, unsafe, incorrectly described, or otherwise fails to meet a consumer guarantee.

13. Sale and Discounted Products

Sale, clearance, promotional, and discounted products may qualify for a change-of-mind return where they satisfy the applicable eligibility requirements, unless they were clearly identified as final sale before purchase.

A final-sale designation applies only to change-of-mind returns.

Sale, clearance, discounted, and final-sale products remain covered by applicable consumer guarantees.

Where a product was discounted because of a specific defect clearly disclosed before purchase, you may not be entitled to a remedy for that disclosed defect. Other undisclosed problems remain subject to applicable consumer rights.

14. Incorrect Size, Colour, or Variation

Selecting the wrong size, colour, style, quantity, or product variation is generally treated as a change-of-mind return.

The product must satisfy the change-of-mind eligibility requirements.

If we supplied a size, colour, style, or variation different from the one shown in your confirmed order, the product will be treated as an incorrect item rather than a change-of-mind return.

15. Exchanges

Where available, an eligible product may be exchanged for another size, colour, style, or replacement product.

Exchanges are subject to:

• Product availability

• Return approval

• Inspection of the returned product

• Any applicable price difference

• Applicable shipping arrangements

We cannot guarantee or reserve replacement stock until the return has been approved.

Where the requested replacement is unavailable, we may offer:

• A different product with your agreement

• Store credit with your agreement

• A refund

A statutory refund will not be replaced with store credit unless you agree or the law permits it.

16. Change-of-Mind Return Shipping

For an approved change-of-mind return:

• You are generally responsible for return shipping costs

• You should use a trackable delivery service

• You should keep the return receipt and tracking number

• The product must be securely packaged to prevent transit damage

• Optional express or priority delivery charges are generally non-refundable

We are not responsible for a change-of-mind return that is lost or damaged before reaching the authorised return location.

17. Return Costs for Faulty or Incorrect Products

Where a product is confirmed to be faulty, damaged on arrival, incorrect, unsafe, or otherwise non-compliant, we will cover or reimburse reasonable return costs where required by law.

Depending on the circumstances, we may provide:

• A prepaid return label

• A carrier collection

• Reimbursement of reasonable postage

• Instructions for another suitable return method

Please contact us before paying for an unusually expensive return method.

18. Product Assessment

We may reasonably inspect or assess a returned product before providing a remedy.

An assessment may consider:

• The reported problem

• Product condition

• Product age

• Normal wear and tear

• Intended use

• Care and maintenance

• Misuse or accidental damage

• Product instructions

• Photographs and videos

• Supplier or technical findings

An assessment will be completed within a reasonable period.

A product will not be refused solely because it is no longer in its original packaging where the claim concerns a consumer guarantee.

19. Customer-Caused Damage

A statutory repair, replacement, or refund may not be available where the problem was caused by:

• Misuse

• Accidental damage after delivery

• Failure to follow instructions

• Improper installation

• Unauthorised repair or modification

• Neglect

• Abnormal use

• Normal wear and tear

• Failure to take reasonable care

This does not affect rights relating to any separate manufacturing defect or undisclosed product problem.

20. Refund Method

Approved refunds will generally be issued to the original payment method used for the order.

Depending on the original transaction, refunds may be processed through:

• Shopify Payments

• A credit or debit card

• A digital wallet

• Another authorised payment provider

We generally cannot issue a refund to an unrelated card, account, or payment method.

Where the original payment method is unavailable, we will work with you and the payment provider to determine an appropriate alternative.

21. Refund Amount

An approved statutory refund may include:

• The amount paid for the affected product

• Applicable taxes paid on that product

• Reasonable return costs where required by law

• Original delivery charges where required by law

For a voluntary change-of-mind return, the following are generally non-refundable:

• Express or priority shipping upgrades

• Gift wrapping

• Optional delivery insurance

• Return postage

• Other optional services already supplied

Any deduction will be reasonable, clearly explained, and applied only where permitted by law.

22. Refund Processing Time

After an approved return has been received and assessed, we aim to process the refund within 5 business days.

You will be notified when the refund has been submitted.

Your bank, card issuer, Shopify, digital-wallet provider, or other payment service may require additional time to display the refund in your account.

Payment-provider processing times are outside our direct control.

23. Late or Missing Refunds

If you have received confirmation that a refund was issued but cannot see it:

1. Check the original payment account.

2. Contact your bank or card issuer.

3. Check whether the transaction remains pending.

4. Allow for the payment provider’s processing period.

5. Contact us at info@tuaoru.shop if the refund remains unavailable.

Please include your order number and refund confirmation.

24. Promotional Orders and Free Gifts

Where a return affects a promotion, bundle, multi-buy offer, discount threshold, or free gift:

• The refund may be based on the amount actually paid for the returned product

• A free gift may need to be returned where the qualifying purchase is returned for change-of-mind reasons

• A discount may be recalculated where the remaining order no longer meets the promotional conditions

• Any adjustment will be reasonable and clearly explained

Promotional conditions will not reduce statutory remedies for faulty or non-compliant products.

25. Partial Returns

You may request a return for one or more products from an order without returning the entire order.

Refunds for partial returns will be calculated using:

• The amount paid for the returned product

• The allocation of any order-level discount

• Applicable taxes

• Promotional conditions

• Any lawful shipping adjustment

Returning part of a bundle may affect the promotional value of the products retained.

26. Order Cancellations

Contact us at info@tuaoru.shop as soon as possible to request an order cancellation.

Cancellation cannot be guaranteed after an order has entered:

• Processing

• Picking

• Packing

• Fulfilment

• Shipping

If the order has already been dispatched, you may need to wait for delivery and then request a return.

Nothing in this section limits a cancellation right or remedy available under applicable law.

27. Refused and Unclaimed Deliveries

Refusing delivery or failing to collect a parcel does not automatically create an approved return.

If a parcel is returned because it was refused or unclaimed, we may:

• Contact you

• Arrange redelivery

• Process an eligible return

• Issue an appropriate refund

• Deduct reasonable return or redelivery costs where legally permitted

No deduction will be made where the refusal resulted from a major product problem or another matter giving rise to a statutory remedy.

28. Unauthorised Returns

A return is unauthorised where it is sent:

• Without contacting us first

• To an unapproved address

• Without sufficient identifying information

• After the voluntary return period without a valid legal basis

• Using cash-on-delivery services without approval

Unauthorised returns may be delayed, refused, or returned to the sender.

This section does not remove any rights available under the Australian Consumer Law.

29. Return Fraud and Abuse

We may investigate or refuse a return where there is reasonable evidence of:

• Fraud

• Product substitution

• Deliberate product damage

• False claims

• Altered documents

• Repeated abuse of voluntary returns

• Return of a product not purchased from our store

We may request additional information to verify a claim.

A legitimate exercise of consumer rights will not be treated as return abuse.

30. Manufacturer Warranties

Some products may include a manufacturer’s warranty.

Manufacturer warranties operate in addition to rights under the Australian Consumer Law.

You are not required to purchase an extended warranty to retain your statutory rights.

Where appropriate, we may assist with a manufacturer process, but we will not improperly require you to deal only with the manufacturer where tuaoru.shop is legally responsible for providing a remedy.

31. Privacy

Information submitted in connection with a return, refund, repair, replacement, or product assessment will be handled in accordance with our Privacy Policy.

We may share relevant information with service providers including:

• Shopify

• Payment processors

• Shipping carriers

• Fulfilment partners

• Product suppliers

• Technical assessors

• Fraud-prevention providers

Information will be shared only where reasonably necessary to process the request, investigate the issue, prevent fraud, or comply with applicable law.

32. Changes to This Policy

We may update this Return and Refund Policy to reflect changes to:

• Our products

• Return procedures

• Fulfilment arrangements

• Payment services

• Business operations

• Legal or regulatory requirements

The updated version will be published on this page with a revised “Last Updated” date.

Changes will apply prospectively and will not retrospectively remove rights that have already arisen.

33. Contact Us

For return, refund, exchange, repair, replacement, or cancellation enquiries, contact:

Company: tuaoru.shop
Website: tuaoru.shop
Email: info@tuaoru.shop

When contacting us, please include your full name, order number, the email address used for the purchase, and a clear explanation of the issue.