Returns and refunds

For return, exchange or product concerns, contact hello@emfblock.com.au. Please include your order number or another reasonable proof of purchase and explain what has happened.

Your rights under Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law. This policy does not limit those guarantees or any other rights that cannot lawfully be excluded. If a product has a major failure, you can choose a refund or replacement. You may instead keep it and seek compensation for its reduced value. For a minor failure, we will provide an appropriate remedy at no cost within a reasonable time, usually a repair. We may instead offer a replacement or refund. If we do not, you may have further rights, including a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage caused by a failure. The 30-day change-of-mind period and conditions below do not apply to a claim under these consumer guarantees. You do not need the original packaging, and a sale price does not remove your statutory rights. The time available to seek a remedy depends on the product, the problem and the applicable law.

Faulty, damaged, incorrect or misdescribed products

Please contact us when you notice the issue. Photos and a description may help us assess it, but please tell us if providing photos is not practical. We may need to inspect the product. We will explain the next steps and provide the remedy required by law. If a product problem is confirmed, we will cover reasonable return costs. Contact us first so we can arrange a return label or suitable return instructions. Not obtaining return instructions does not, by itself, remove a statutory remedy.

Our 30-day change-of-mind offer

Separately from your statutory rights, you may request a change-of-mind return within 30 days after receiving your item. To qualify for this voluntary offer, the item must be unworn or unused, in the same condition you received it, with its tags and original packaging. Please provide your receipt, order number or other reasonable proof of purchase. Sale items, gift cards, custom-made items, special-order items and personalised items are excluded from this voluntary change-of-mind offer. These exclusions do not apply where you have a right to a remedy under Australian Consumer Law or another applicable law. Email us before posting a change-of-mind return. Once the return is accepted, we will send a return shipping label and instructions explaining where and how to send the parcel. Please follow those instructions so the return can be identified and processed.

Exchanges

For a change-of-mind size or style exchange, request a return first. Once it is accepted, you can place a separate order for the item you prefer, subject to availability. A separate purchase is not required to obtain a replacement to which you are legally entitled.

Refund processing

We will let you know the outcome after receiving and assessing a returned item. Approved refunds are issued to the original payment method within 10 business days, or sooner if the law requires. Your bank or payment provider may take additional time to display the credit. If more than 15 business days have passed since approval, contact us at hello@emfblock.com.au. We will not impose a restocking fee or require store credit in place of a refund you are legally entitled to receive. Shipping costs will be refunded where required by law.

Orders delivered to the European Union

If we accept an order for delivery to the European Union, you may notify us that you wish to cancel it within 14 days after receiving the goods, without giving a reason. Contact us for return instructions. Any mandatory cancellation, return-cost and refund rights that apply to your purchase are preserved. The conditions of our voluntary change-of-mind offer do not restrict those mandatory rights.