Refund policy

SECTION 1 - Returns & Refunds 

All conditions outlined below follow The Australian Consumer Law Consumer Rights & Guarantees.

We will always do our best to accommodate where applicable. Please read all of the information below and instructions provided on each product page to ensure you are using our products correctly and safely.

Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email us using our Contact form on the ‘Contact Us’ page.

Our returns policy lasts 30 days for indoor lights and 100 days for our outdoor lights. If you receive your item and you change your mind within 30 days, then you are entitled to a full refund. Whether you’ve changed your mind or are not fully satisfied with your purchase, our returns policy is designed to give you peace of mind. As long as the product(s) meet the conditions set out below in this policy, we can help process a return quickly and smoothly for you.

Items must be returned unused, in their original and resalable condition, including all accessories, manuals, and documentation. The product’s original packaging should be intact and unaltered.

Refunds are not applicable if 30 days go by and:

• You have received your order and have changed your mind
• The order or specific products were placed by mistake and you let us know after the 30 days 
• You found the product cheaper elsewhere
• Misused the product in any way that caused the damage or against our advice
• Decided you no longer had use for it
• Knew or were made aware of the faults before purchasing the product

Please use our products with care, as they are delicate. If any products come into contact with any substances or liquids that cause damage to the product, that is no fault of our own, and you will not be eligible for a return.

Prior to you returning your item (if we decide on this), we will require you to contact us via the contact page with your your order number to ensure we are speaking to the right person. You can visit this page through our website by clicking on the “Contact” link in the header. Please note, that contacting us via social media channels may not be the best place for a quick response and that we prefer being contacted via our website contact form. 

If we request you to return your item a return address will be provided. 

A receipt or proof of purchase is required for all returns. Returns without verification may be declined.

Once your return has been processed (with proof of return e.g. receipt), then your refund will be processed and money returned will automatically be applied to your credit card or original method of payment within 5-10 business days, excluding public holidays and weekends. 

In the instances of bundles and/or multiple items within the same purchase, a partial refund is not permitted. We are able to offer a full refund of the entire order if all items are returned and in unused condition and in their original packaging.

Disclaimer: We reserve the right to refuse returns that do not meet our return conditions. If an item appears used or cannot be restocked, we will contact you regarding your ineligible refund or exchange.

SECTION 2 - Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your bank; it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form. Please keep in mind that it usually takes approximately up to 5 business days for funds to arrive, for some customers it may take longer, just keep in communication with us so we can all be aligned together. Contacting us via the contact form is the best way to get in touch with us. 

If you have any questions about your refund money arriving (after it’s been processed), please firstly allow for a minimum of 5 business days after the refund has been processed to check up on it, then contact your bank and then contact us. But at a maximum, it shouldn’t arrive any longer than 10 business days, depending on the banking institution - feel free to reach out to us so we can communicate with you during this time. 

SECTION 3 - Shipping

Return shipping costs will not be covered by GardenBrite. Anything out of the scope of the refund policy, listed above, in accordance with Australian Consumer Law, is at our discretion (anything past 30 days and not due to a faulty product). 

Shipping costs are NOT eligible for credit or refund for changes of mind - only for products with major faults or defects.

SECTION 4 - Lost or Stolen Packages

GardenBrite is not responsible for lost or stolen packages.

If your tracking information states that your package was delivered to your address and you have not received it, please file a complaint to your respective courier.

If you have any further questions on how to do this please reach out to our Customer Support Team.

ENDING NOTES & RECAP

If you have any further questions, please do not hesitate to read this page again for extra clarity and to then contact us via the Contact page :) 

Remember, contacting us via social media may not be the best way to get a prompt response. We do our best to respond to everyone within 24-48 hours (business hours / Mon - Fri) via email and sometimes, messages can get lost in social media. So make sure to contact us on our website, via the contact form. 

Lastly, we seek to resolve all matters civilly and in a good way. If you are genuinely unhappy about something (order, product etc), please contact us to resolve things. 

To learn more about our postage times, please visit our "Shipping Information" page, listed on the header & footer of our website. We look forward to doing business with you. Thank you - all of our products are shipped directly to you from local Australian warehouses.

 

Customer Complaints and/or Bullying

At GardenBrite, we are committed to providing outstanding customer service and addressing any legitimate concerns or issues our customers may encounter. We value open and respectful communication with our customers.

However, we reserve the right to maintain a safe and respectful environment for our staff and to uphold the integrity of our return and refund policies. We understand that issues may arise, but we will not tolerate abusive, threatening, or bullying behaviour towards our customer support representatives or any other employees.

In cases where a customer engages in such behaviour, including unjustified threats of complaints to external organisations, or threats to post negative reviews on social media or our website, we reserve the right to take the following actions:
1. Document the communication: We will document all interactions with the customer to ensure a clear record of events.
2. Warn the customer: We will issue a warning to the customer, reminding them of our commitment to respectful communication and explaining the impact of their behaviour.
3. Terminate communication: If the customer continues to engage in disrespectful or abusive behaviour, including threats to post false negative reviews, we may choose to cease further communication with them.
4. External organisations: If a complaint is made to external organisations (e.g., Consumer Rights), we will provide accurate and detailed information about the case, including our efforts to address the customer's concerns professionally and within our policy guidelines.

Our priority is to maintain a positive and productive relationship with our customers. We appreciate your understanding and cooperation in adhering to these guidelines, which allow us to serve you and all of our valued customers more effectively.

GardenBrite reserves the right to update and modify this policy as needed to ensure the best possible customer experience while maintaining a respectful and safe working environment for our staff.