Returns and Refunds
Our ’No Questions Asked’ return policy makes it easy for you to return an item if you are unhappy for any reason. This goes above and beyond the ACCC policy (see below). If you would like to return or swap a product, the item/s must be returned so that they arrive within 30 days of the purchase date. (15 Days for sale items).
Items must be in a resellable, unopened, tags attached condition. All care must be taken to package the item so it is not damaged in transit on return to Angelfish Dragonfly.
Customers must contact us via email: firstname.lastname@example.org with your request and we will give you instructions and an authorization for return of goods.
After 30 days we follow:
The Australian Competition and Consumer Commission (ACCC) provides the following principles for a refund policy:
“We are not required to provide a refund or replacement if you change your mind.
But you can choose a refund or exchange if an item has a major problem. This is when the item:
¦ Has a problem that would have stopped someone from buying the item if they had known about it
¦ Is unsafe
¦ Is significantly different from the sample
or description, or
¦ Doesn’t do what we said it would or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the
item within a reasonable time. If it is not repaired in a reasonable time, you can choose a refund
Please keep your proof of purchase – for example, your receipt.”
We take care to check items before dispatch & to package to prevent damage however if damage does occur during transit, contact us to arrange replacement or a refund. Customers are advised to check items thoroughly upon receipt before removing any tags or labels. In the event that you need to return or exchange the product.
We may request a photo of the damaged product to determine a refund or exchange.
Products that have been soiled, used, damaged, washed or altered will not be accepted. Goods may be returned to the customer at their expense. Items will not be returned without payment of postage first. We recommend customers use registered post to return goods.
Refunds can only be made into the account that the goods were purchased from. Strictly no cash refunds for online purchases.
Orders over $100 ship FREE within Australia!
Local Townsville customers who can collect their order can select ‘Free local pickup’ at checkout.
We pride ourselves on our fast dispatch service! Packages are dispatched within 24hrs of payment being received with the majority dispatched the same business day if orders placed by 2pm AEST. Orders will be posted the next available business day if ordered after hours or on weekends. If you can add a product to cart, it is available.
Dropship items may take an extra day for processing.
NB: Customers can request to have a parcel left in a secure location of their choice however no Registered Post sticker will be added to your parcel and no signature on delivery can be recorded. Your parcel can not be tracked if you chose this option and we – Angelfish Dragonfly is not responsible for lost packages.
Once an order has been packed and a customer changes their mind, we will refund minus the postage cost as we have used prepaid postage bags and packaging and staff time to pack the order.
1. Australia Post - Registered Mail - $9.99
Secure shipment, with signature and tracking. Depending on your location, your parcel may take anywhere from 1 - 10 working days within Australia for delivery.
Registered Mail and Courier are the only ways of securely tracking your parcel to your door and can be done online.
2. Express Post - $15.00 is available throughout Australia. (1 - 5 working days depending on locality) Express orders are put to the top of the dispatch priority list.
NB: We are NOT in the "guaranteed next day delivery network", however by selecting this option the parcel will get there quicker than ordinary post.
These time frames are an estimate and factors such as adverse weather conditions may affect all deliveries regardless of the method.
International Deliveries is by Australia Post International Registered Air Mail.
Please allow 2-3 weeks to post internationally (however many parcels arrive in 1-2 weeks)
NO free post option for International deliveries.
NO gift wrapping for International orders as this can cause your parcel to go to the next weight category and cost significantly more to send.
We currently deliver to the following countries:
United Kingdom - $28.50
United States -$28.50
Canada - $28.50
Ireland - $28.50
France - $28.50
New Zealand - $18.50
Netherlands - $28.50
If the cost of sending your goods internationally is significantly more we will contact you with the best quote for delivery.
If we have not set up for delivery to your country, please email us to request this and we will be happy to set it up.
If an international parcel is lost, please allow up to 60 days for a response from Australia Post for tracking the package.
Due to shipping costs rising regularly and this is not at our discretion, we reserve the right to change the shipping costs as necessary to reflect the current cost of shipping.
Shipping fees include handling and packing fees as well as postage costs and are discounted from the actual cost we pay.
If you place two orders, we will not group them. We advise you to group your items in one order. We cannot group two different orders placed separately, and shipping fees will apply to each of them, particularly if your order has already been packaged. Special care is taken to protect fragile objects. Boxes and bags are sized according to your purchases and your items are well-protected.
It is the customer’s responsibility to be careful when opening parcels to make sure you do not damage the contents of your order inside. If we believe you have damaged your order upon opening, we will not accept the item/s for return or replacement.
Depending on where you live will determine if we are able to offer Courier, Australia Post or Buss Freight. We will endeavour to select the best way of shipping your goods to you.
We do not accept responsibility for delays in delivery due to unforeseen circumstances such as strikes or adverse weather conditions. If we become aware of such conditions, we will notify you at our earliest convenience.
Loss or Damage
In the event that you parcel is lost or damaged by the shipping companies, Angelfish Dragonfly will not be held responsible for the loss. It is possible to obtain insurance from Australia Post and you would need to contact us to arrange this before sending if your parcel is valued more than $100. Insurance is covered up to $100 with Registered Post.
If you believe that your parcel has not arrived within the approximate delivery time, you will need to:
- Contact us, preferably via email so that we can track our correspondence.
- We will then have to launch an investigation with the sending company - either Australia Post or Courier. This may take up to 2 - 3 weeks for this to be processed and we cannot offer any other avenues until they complete their investigation.
- Angelfish Dragonfly will then, based on the findings of the shipping company decide what is to happen. This is why we are now only sending parcels via registered or trackable methods. We do not like anything to go missing but if it does we would like the shipping company to be able to track it down and find it for you.
If you have any concerns about shipping times or any questions please email us: email@example.com