Refund policy

Last updated: 19 September 2026

At Click To Buy, we want you to be satisfied with your purchase.

This policy explains how we handle returns, refunds, replacements and product issues.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

1. Australian Consumer Law

Products sold by Click To Buy come with consumer guarantees under the Australian Consumer Law.

These guarantees cannot be excluded.

Depending on the circumstances, if a product has a problem, you may be entitled to a:

repair;
replacement;
refund; or
compensation for reasonably foreseeable loss or damage.

The remedy available depends on the nature and seriousness of the problem.

Where there is a major failure, you may have a right to choose between a refund and replacement, subject to applicable law.

For a non-major failure, we may generally have the right to repair or replace the product within the requirements of the Australian Consumer Law.

2. Faulty or Defective Products

If your product is faulty, defective or does not meet the consumer guarantees, please contact us.

Please provide:

your order number;
your name;
the product affected;
a description of the problem; and
photographs or video where appropriate.

We may request additional information to help assess the issue.

Depending on the circumstances, we may arrange a repair, replacement, refund or another appropriate remedy.

3. Damaged Products

If your product arrives damaged, please contact us as soon as reasonably possible.

Where appropriate, please provide clear photographs or video showing:

the damaged product;
the external packaging;
internal packaging;
the shipping label; and
the relevant damage.

Please retain the product and packaging until we have advised you that they are no longer required.

4. Incorrect Product

If you receive a product that is different from what you ordered, contact us as soon as possible.

Please provide:

your order number;
photographs of the product received;
photographs of the packaging and shipping label; and
details of the product you expected to receive.

We will investigate and arrange an appropriate remedy.

5. Missing Parts or Accessories

If a product is missing parts or accessories, contact us.

Where appropriate, we may arrange for missing parts to be supplied or provide another remedy.

6. Change-of-Mind Returns

A change-of-mind return is different from a return arising from a faulty, defective or otherwise non-compliant product.

Where the applicable product and supplier policy permits a change-of-mind return, Click To Buy may accept the return subject to the applicable conditions.

Because Click To Buy uses third-party suppliers and fulfilment services, change-of-mind eligibility can vary between products.

Where applicable, a change-of-mind request should generally be made within 14 days after delivery.

However, certain products may be excluded or subject to different conditions.

These exclusions do not remove any rights that apply under the Australian Consumer Law.

7. Condition of Change-of-Mind Returns

Where a change-of-mind return is accepted, the product may need to be:

unused;
in its original condition;
complete with accessories and manuals;
in suitable original packaging; and
suitable for resale.

Additional conditions, return postage charges or restocking fees may apply where disclosed and legally permitted.

We will advise you of any applicable return requirements before the return is arranged.

8. How to Request a Return or Refund

To request a return, refund or replacement, contact:

Click To Buy
Email: customercare@clicktobuy.au

Please include:

order number;
customer name;
product name;
reason for the request;
photographs or video where relevant; and
preferred remedy, if applicable.

Please do not send a product back to a supplier or fulfilment centre unless we have instructed you to do so.

9. Return Instructions

Because products may be fulfilled through Dropshipzone or its participating suppliers, the correct return address can vary by product.

We will provide return instructions where a return is required.

Do not send a product to Dropshipzone, a supplier or another warehouse unless we have specifically instructed you to do so.

10. Return Shipping

Where a product is faulty, damaged, incorrect or otherwise covered by an applicable consumer guarantee, Click To Buy will handle the return process in accordance with the Australian Consumer Law and the applicable circumstances.

For approved change-of-mind returns, the customer may be responsible for return shipping and other applicable costs where this has been disclosed and is permitted by law.

11. Refunds

Where a refund is approved, we will generally process the refund to the original payment method.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

12. Partial Refunds

In some circumstances, a partial refund may be appropriate, including where permitted by applicable law and agreed as an appropriate resolution.

A partial refund will not be used to remove or reduce a consumer's rights under the Australian Consumer Law.

13. Product Warranty

Some products may have a manufacturer's warranty or supplier warranty in addition to Australian Consumer Law consumer guarantees.

Where applicable, warranty claims will be assessed according to the relevant warranty terms.

Any manufacturer's or supplier warranty does not replace your rights under the Australian Consumer Law.

14. Products Not Covered by Change-of-Mind Returns

Some products may not be eligible for change-of-mind returns.

Examples may include:

products where the applicable supplier does not accept change-of-mind returns;
certain health or safety products;
opened products where the applicable supplier policy excludes returns;
bulk purchases;
products that have been used or damaged by the customer; and
products subject to specific supplier return conditions.

These exclusions do not remove rights that apply under the Australian Consumer Law.

15. Customer-Caused Damage

A return or warranty claim may be affected where a product has been damaged through:

misuse;
abuse;
improper assembly;
unauthorised modification;
failure to follow care or maintenance instructions; or
other customer-caused damage.

This does not affect any rights the customer may have under the Australian Consumer Law.

16. Refunds Where We Cannot Supply an Order

If Click To Buy cannot supply a product that you have paid for, we will contact you and provide an appropriate solution.

Depending on the circumstances, this may include a replacement, alternative product or refund.

17. Product Recalls

If a product is subject to a recall, Click To Buy will follow the applicable recall process and provide customers with relevant information and remedies.

18. No Waiver of Consumer Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.