Complaints handling policy

Last updated 25 August 2026.

Our commitment

We are committed to good service and a good customer experience, and that includes dealing with complaints efficiently and fairly. When something has gone wrong we would rather hear about it and put it right than have you work around it.

How to make a complaint

Email caseresolution@customersupport.care. This is a different address from general support and it goes straight to case resolution.

So that we understand the complaint properly, please include as much relevant information as you can: your order number, the email address you used at checkout, what happened, when, and what you would like us to do about it. Photographs help where something arrived damaged.

How we handle complaints

Once we receive your complaint we will respond as soon as we can. It is recorded and passed to a person to look at from the start, and you will hear back from whoever is assigned to it.

That response will set out the steps taken to investigate, what we found, and a fair and reasonable remedy to resolve the situation. If we need more information from you to get there, we will ask for it rather than close the matter.

Your rights are not affected

Nothing in this policy limits the consumer guarantees under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010). Those guarantees cannot be excluded, restricted or modified, and a complaint about a faulty, damaged or misdescribed item is dealt with under them: a repair, a replacement or a refund depending on how serious the problem is, at our cost including the return postage.

If you are not satisfied with how we have resolved a complaint, you can take it to the consumer protection agency in your state or territory, or to the Australian Competition and Consumer Commission at accc.gov.au.

Your personal information

We keep a record of every complaint and its outcome, so that problems that keep happening get found and fixed rather than handled one at a time. Personal information in those records is handled in line with our privacy policy and the Privacy Act 1988 (Cth).