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Refund policy

Refund Policy

At Aussie Surplus, we want you to be completely satisfied with your purchase. If you change your mind or experience an issue with your order, you can return your item in accordance with your legal rights under Australian Consumer Law or under the terms of this Return and Refund Policy.

Aussie Surplus is operated by FPFM SIA, a private limited company (SIA) registered in Latvia (FPFM SIA, Saulgožu iela 4 - 17, LV-1055 Rīga, Latvia), serving customers in Australia. Products are sourced from our international supplier warehouses and returns are processed through our Latvian headquarters.

1. Returns for Defective or Incorrect Items

IF YOUR ITEM IS DEFECTIVE, DAMAGED, OR WE SENT THE WRONG ITEM:

You are entitled to a remedy at no cost to you under Australian Consumer Law. We will provide one of the following options:

  • Full refund (processed within 10 business days)
  • Free replacement shipped at no charge to you
  • Repair (if applicable and you agree)

Return Process for Defective Items:

  1. Email contact@aussiesurplus.com with your name, order number, and photos/description of the defect
  2. We will assess your claim within 2 business days
  3. If a physical return is required, we will provide a prepaid return label at no cost to you
  4. In many cases, we will offer a full refund or replacement without requiring you to return the defective item

📌 IMPORTANT: You will NOT be charged return shipping costs for defective, damaged, or incorrect items. This is our responsibility under Australian Consumer Law.

2. Change of Mind Returns

In addition to your legal rights, we offer a 14-day change of mind return policy for items that:

  • Are unused and in the same condition as when received
  • Are in their original packaging with all tags and labels attached
  • Include the original receipt or proof of purchase
  • Have been approved for return before being sent back to us

Change of Mind Return Process:

  1. Email contact@aussiesurplus.com within 14 days of delivery with your order details
  2. Wait for our return approval and instructions
  3. Ship the item to our return address in Latvia (provided in our instructions)

📌 Note: For change of mind returns, return shipping costs are the customer's responsibility. As products are returned internationally to France, shipping costs typically vary depending on the carrier and parcel weight. We recommend using a tracked shipping service.

3. Refunds

If your return meets the requirements above:

  • You will receive a full refund of the item price, accounting for any discounts applied at the time of purchase
  • For defective items: Original shipping costs are refunded
  • For change of mind returns: Original shipping costs are non-refundable
  • Refunds are issued via your original payment method within 10 business days of receiving the return at our warehouse or approving a refund without return

If your returned item does not meet the requirements:

  • We will inform you of the issue
  • You may be offered a partial refund (e.g. for items that have been used or damaged after delivery)
  • You can choose to have the item returned to you (shipping charges may apply)

4. Exchanges

If you wish to exchange an item (e.g. for a different size or colour):

  • Follow the standard return process outlined above
  • Indicate in your request that you want an exchange and specify the replacement item

If the replacement product is available, it will be shipped within 3-5 business days after we receive your return. If the requested exchange is not available, we will process a refund and you may place a new order.

5. Your Legal Rights Under Australian Consumer Law

This Return and Refund Policy is in addition to your legal rights under Australian Consumer Law (ACL), which cannot be excluded or modified by contract.

CONSUMER GUARANTEES: Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if:

  • The product is faulty, damaged, or not as described
  • The product is not fit for its intended purpose
  • The product does not match the sample or demonstration model
  • The product has a major failure or problem that would have stopped you from buying it if you had known

These guarantees apply regardless of any voluntary warranty we provide and have no set time limit – depending on the price and quality of goods, you may be entitled to a remedy even after extended periods of time.

For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au/consumers.

To exercise your rights or for further information, contact us at contact@aussiesurplus.com or refer to our Terms and Conditions.

📍 FPFM SIA, Saulgožu iela 4 - 17, LV-1055 Rīga, Latvia
📞 +61 2 8261 0212
📧 contact@aussiesurplus.com

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