This page explains Dewspell’s change-of-mind process and your rights when a product has a problem.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may provide an appropriate remedy within a reasonable time.
These rights are separate from, and are not limited by, the change-of-mind conditions below.
Faulty, damaged or incorrect items
Please contact us as soon as reasonably possible with your order number, a description of the issue and clear photographs where relevant. Do not dispose of the product or packaging until we have reviewed the issue. We may ask for proof of purchase and may need to assess the product before confirming the remedy.
You do not need original packaging to seek a remedy where the Australian Consumer Law applies.
Change-of-mind returns
You may request a change-of-mind return within 30 calendar days after delivery if the product is unused, unopened, in resalable condition and returned with its original packaging.
- Contact us before returning the item so we can provide instructions.
- Return postage is paid by the customer.
- Original delivery charges are not refundable for change-of-mind returns.
- For hygiene reasons, opened personal-care tools cannot be accepted for change of mind.
- Products damaged through misuse, improper care or ordinary wear are not eligible for a change-of-mind refund.
These change-of-mind conditions do not restrict any right or remedy available under the Australian Consumer Law.
Refunds
Approved refunds are sent to the original payment method after the return has been received and assessed. Bank or payment-provider processing times can vary.
Before sending a return
Do not send a product to a supplier or an address shown on a parcel without contacting Dewspell first. Returns sent without approval may be delayed or unable to be identified.