On the rare occasion something goes wrong with your order, we will accept returns. In any case, you have 2 calendar days to return an item from the date you received it. To be eligible for a return, your product must be unused and in the same condition that you received it. If you have opened the StocksMatter product, the item cannot then be returned.
Sometimes errors happen ...
If we have made an error with your order - such as sending you the wrong stock, or an insufficient quantity, please contact us within 2 days at email@example.com and we will offer you options to resolve this at our cost.
In the situation whereby a product is defective, e.g. the packaging of the product (not the carton it is shipped in) fails, please contact us and report the incident. We will work with you to resolve it as quickly as possible.
How to return an item
To return an item please email customer service at firstname.lastname@example.org to obtain a Return to Sender code. Items cannot be returned to us without a valid without this code which has been issued by our system.
After receiving the Return to Sender Code please place the item securely in its original packaging. Your item needs to have a proof of purchase and we will organise a collection.
Refunds & store credit
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your store credit or refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment) or issue you with Store Credit to use on www.stocksmatter.com.au. You will receive the funds within a certain amount of days, depending on your card issuer’s policies.
The issue of who pays for the return freight will depend upon the circumstances - details of which will be agreed upfront before the return is initiated. Under some conditions, we may elect to issue a partial refund of the original purchase price as a method to cover return freight - only when we have agreed to do so.
In the circumstances whereby you have made an error, you will pay the return freight to us as well as the freight costs for re-sending of the corrected item.
Starter Pack Guarantee *
On the rare chance you have a negative experience with our offer, please write to us and tell us why. We will review this as quick as possible and get back to you with our answer/actions. Please be aware that 'Free-Shipping' offer for the Starter Pack applies only to those customers who are located within our third-party couriers' metropolitan zones. Should you sit outside these zones, we ask you to support us and pay a small additional fee to cover regional post costs. For more information, please contact email@example.com
If you have any questions on how to return your item to us, contact us at firstname.lastname@example.org