Refund policy

Last Updated: June 13th, 2025

At EZ Purchases, customer satisfaction is our priority. This policy explains your rights and our obligations with respect to returns, exchanges, and refunds in compliance with the Australian Consumer Law (ACL).

This policy does not exclude or limit any rights you may have under the ACL, including the Consumer Guarantees. Our goods and services 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.

1. Eligibility for Return (ACL Consumer Guarantees)

You are entitled to a return, repair, or exchange if your item has a fault, whether it is new, on sale, or discounted.

A fault may occur if the item:

Has a defect or manufacturing fault.
Is not of acceptable quality or safe.
Is not fit for its stated purpose.
Does not match the description or demonstration provided.
Arrives damaged or different from what was advertised.

Timeframe for Contact: You should contact us as soon as you identify a fault. ACL Consumer Guarantees apply for a reasonable period of time after purchase, depending on the type of product, its cost, its expected lifespan, and the way the item was used. This period is not limited to 30 days.

Item Condition for Return (Applicable only to "Change of Mind" Returns, if offered): For "change of mind" returns (if EZ Purchases chooses to offer them, which is not a consumer right under the ACL), the item must be returned in original condition, including packaging, tags, and all components, and must not show signs of use or intentional damage. However, for faulty items, you are entitled to a repair, replacement, or refund, even if the item has been used or the original packaging is missing.

Proof of Purchase: Proof of purchase (e.g., order confirmation email or receipt) is required for all return requests.

2. Items Not Eligible for Return (As per ACL)

Cases where the ACL does NOT grant a right to return/refund/replacement:

Change of mind: If you simply changed your mind or made the wrong choice (unless EZ Purchases chooses to offer a separate "change of mind" policy).
Found the product cheaper elsewhere.
Damage caused by misuse: If the item was damaged by improper use or by not following product instructions.
Problem with use: If the problem was caused by you.
Defect disclosure: If you were advised of the defect before purchasing the product.
Expected variations: Slight variations in size, colour, or design that are considered normal and do not affect functionality or matching the description.

Important: The "Clearance" or "Final Sale" label does NOT override your rights under the ACL Consumer Guarantees. You are still entitled to a remedy if a sale item is faulty or not as described.

Personal Use/Hygiene Items: For hygiene reasons, we do not accept returns for personal-use items (e.g., opened headphones, beauty products) if you simply changed your mind. However, if these items have a fault, your rights under the ACL Consumer Guarantees still apply, even if they have been opened or used.

3. Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item:

Email us at support@ezpurchases.com as soon as possible after delivery.
Include your order number and, if possible, clear photos or videos showing the issue.
We will assess your request in accordance with the ACL Consumer Guarantees.

Upon confirmation of the fault, we will:

For minor failures: Offer a free repair, replacement (if available), or refund, at our discretion.
For major failures: You will have the right to choose between a full refund, a replacement, or in some cases, keeping the item and receiving compensation for the drop in value. A major failure is when the item:
- Would be considered unacceptable by a reasonable person.
- Is not fit for the purpose for which it was sold and cannot be easily fixed within a reasonable time.
- Is significantly different from the description.
- Is unsafe.

Return Shipping Costs: We will cover the return shipping costs for faulty or incorrect items. We will provide instructions on how to return the item.

Note on Proof: While photos or videos help expedite the process, they are not strictly mandatory. If visual proof cannot be provided, we will still investigate your claim to determine the fault.

4. Refunds

Once we receive and inspect your return for a faulty item:

You will be notified of the approval or rejection of your refund based on our assessment of the fault.
If approved, your refund will be processed via the original payment method within 5–10 business days of approval.
We do not refund original shipping charges unless the return is due to an item fault, our error, or as required by the ACL.

5. Exchanges

We offer exchanges for faulty or incorrect items, subject to availability. If the replacement item is unavailable, a full refund will be issued, in accordance with your rights under the ACL.

6. Return Shipping Costs

For faulty or incorrect items: EZ Purchases will cover the return shipping costs. We will provide a pre-paid shipping label or instructions for reimbursement of costs.
For "change of mind" returns (if applicable): Customers are responsible for return shipping costs.
We recommend using a tracked postal service when returning items. EZ Purchases is not responsible for lost or damaged return parcels if the shipping responsibility lies with the customer. However, if EZ Purchases instructed or was responsible for the return shipment of a faulty item, we are responsible for the parcel.

7. Undelivered or Lost Orders (Risk of Loss)

If your order has not arrived after the maximum estimated delivery time, please contact us immediately at support@ezpurchases.com.

We will initiate a thorough investigation with the carrier.
Under the Australian Consumer Law, the risk of loss or damage to an item during transit generally remains with the seller until the item is delivered to the consumer. If your order is confirmed to be lost or undelivered through no fault of the customer, we will issue a full refund or a replacement, at your choice, as per your rights.

8. How to Initiate a Return

Email support@ezpurchases.com with your order number and reason for return.
Await return instructions from our support team before shipping your item.
Send the item to the provided return address and keep proof of postage.
We will not process returns sent without prior contact.

9. Contact

EZ Purchases ABN: 53 735 079 680 Unit 1406, Number 70 Remembrance Drive Surfers Paradise, QLD 4217, Australia Email: support@ezpurchases.com Phone: +61 432 222 786