Last updated: 29 September 2026
This policy explains what happens if something you buy from The Online Retailer is faulty, damaged, not what you ordered, or no longer wanted. The Online Retailer is a business name used by Kyle Aidan Tudor (ABN 17 104 423 373), a sole trader based in Western Australia. In this policy “we” and “us” means that business.
Nothing in this policy limits or replaces your rights under the Australian Consumer Law or, if you live in New Zealand, the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
1. Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Everything we sell must be of acceptable quality (safe, durable, free from defects and acceptable in appearance and finish), fit for any purpose you told us about, and match its description, photos and any sample. These guarantees apply equally to sale, clearance and full-price items.
- Major failure (for example: the item is unsafe, is significantly different from its description, or has a problem that means a reasonable customer would not have bought it): you choose a refund or a replacement, and you can claim compensation for reasonably foreseeable loss.
- Minor failure: we will repair, replace or refund the item within a reasonable time. If we do not, you can have it fixed elsewhere and recover the reasonable cost from us, or reject the item and get a refund.
There is no fixed cut-off such as “30 days” for faulty goods. How long the guarantees last depends on the type of item, its price and how long a reasonable person would expect it to last.
2. Customers in New Zealand
The Consumer Guarantees Act 1993 gives you similar protection: goods must be of acceptable quality, fit for purpose and match their description. If a failure is of a substantial character you can choose a refund or a replacement; otherwise we will repair, replace or refund within a reasonable time.
3. Faulty, damaged or incorrect items: what to do
- Email [email protected] (or reply to your order email) with your order number, the item, a short description of the problem, and a photo or short video if you can.
- We reply, usually within one business day, and tell you what happens next. Often we do not need the item back. If we do, we arrange and pay for the return (a prepaid label, or a courier pick-up for large items).
- Once the problem is confirmed, we provide the remedy described in section 1. You do not need the original packaging to return a faulty item, and we never charge a restocking fee on a faulty, damaged or incorrect item.
Proof of purchase is your order number or order email; you do not need a printed receipt.
Damaged in delivery? Please tell us as soon as you can and keep the packaging until we reply, so we can claim from the courier. If a courier asks you to sign for a visibly damaged parcel, note the damage on the delivery record if you can. Your rights are the same even if you could not do this.
4. Change of mind
If you change your mind, you can return most items within 14 days of delivery. The item must be unopened and unused, complete, and in its original sealed packaging. Please contact us first so we can give you the correct return address. You pay the cost of sending it back. Once it has been received and checked, we refund the price of the item less a restocking fee of 10% of the item price; the original delivery charge is not refunded. Bulk or trade-quantity orders cannot be returned for a change of mind.
For hygiene and safety reasons, change-of-mind returns are not possible for: opened intimate, adult and personal-care products (including cosmetics, underwear and swimwear); unwrapped mattresses, pillows and bedding; perishable goods; and custom or made-to-order items. These exclusions never apply to items that are faulty, damaged or not as described.
5. Manufacturer’s warranties
Some products also come with a manufacturer’s warranty. It is in addition to your rights under the Australian Consumer Law and does not replace or shorten them. You can always come to us first with a problem about something you bought from us.
6. If we cannot supply your order
We check stock before taking payment, but occasionally a supplier cannot send an item after an order is placed. If that happens we email you straight away, cancel the item, and refund everything you paid for it, including any delivery charge for that item, to your original payment method. You receive an email confirming the refund.
7. Cancelling an order
Contact us as soon as possible. If the item has not yet been dispatched we cancel it and refund you in full. Once an item has been dispatched, section 4 applies (or section 3 if there is a problem with it).
8. How refunds are paid
Refunds go back to the card or payment method you used. We process approved refunds promptly, usually within 2 business days, and email you to confirm the amount. Your bank may take a further 3 to 10 business days to show the credit. For Australian orders the refund includes the GST you paid on the refunded amount, and we email you an adjustment note showing the amount and GST refunded.
9. Gifts
If you received an item as a gift, you have the same rights to a remedy for a faulty or incorrect item. Contact us with the order number if you have it; refunds are paid to the original payment method.
10. Product safety recalls
If a product you bought from us is recalled, we will contact you using the details on your order and explain the remedy (usually a refund, replacement or repair) and how to stop using or return the item safely.
11. Questions and complaints
Email [email protected] or write to Kyle Aidan Tudor, The Online Retailer, 14 Hehir Street, Belmont WA 6104. Our complaints process is in section 14 of our Terms and Conditions. You can also contact the ACCC (accc.gov.au) or your state or territory consumer protection agency (in Western Australia: Consumer Protection, consumerprotection.wa.gov.au). In New Zealand you can contact the Commerce Commission (comcom.govt.nz) or apply to the Disputes Tribunal (disputestribunal.govt.nz).