Return and Refund Policy                                                              

Update Date: 14/11/2024                                                                                                                                      

1. Introduction to Returns and Refunds

At Expaio.com, we are committed to providing our customers with a seamless and hassle-free shopping experience. Our returns and refund policy ensures that our customers are satisfied with their purchases and are treated fairly in case of any issues.

This policy is based on the consumer protection laws and regulations in various countries, including Australia, the European Union, and the United States. We strive to adhere to the highest customer service standards and to uphold the principles of fair and transparent consumer practices.

The following details our comprehensive returns and refunds policy, which outlines the conditions and procedures for returning and refunding products. We encourage our customers to familiarize themselves with this policy to ensure a smooth and efficient process should the need for a return or refund arise.

If you have any questions or concerns regarding our returns and refund policy, please don't hesitate to contact our customer service team. We're here to assist you and ensure that your shopping experience with us is positive.

2. Returns and Refunds Claim Eligibility

• Defective or Damaged Products: Customers may be eligible for a return and refund if the received product is defective, damaged, or significantly different from the product description.  All claims must be submitted within 30 days of receiving the product, along with photographic evidence of defective and damages.
• Quality Concerns: Customers may request a return if the product does not meet their reasonable expectations in terms of quality, workmanship, or materials. The buyer can claim a return/refund. The product must be in its original condition with all packaging and tags intact. Return for quality issues must be requested within 30 days of receiving the item.
• Incorrect Item Received: if the received product does not match the original order (incorrect item, colour, or size), customers could request a return or refund. The Seller covers return shipping costs in such issues.
• Goods & Services not Shipped: If an item is out of stock or unavailable after the order has been placed, the full amount including shipping costs will be refunded within 3 to 7 business days based on the initial payment method.
• Order Status Not Updated: If an order status is not updated within 14 days, customers can request a 100% guaranteed refund. The full amount of the sold item, including shipping costs, will be refunded within 3 to 7 days.
• Non-Delivery of item: If an item does not arrive within the estimated delivery time, customers should contact the seller if approved that the item is not delivered due to any reason like inventory shortage or the seller willing to not deliver the item, the customer can request a 100% guaranteed refund. The full amount, including shipping costs, will be refunded.
• Refused Deliveries: Refusing to receive an item at the doorstep is not covered under our refund policy.
• Minor Problem: seller can't or won't fix a minor problem within a reasonable amount of time. in case of minor Problems, the seller would be entitled to repair or fix the problem. if not consumer is entitled to: get it done somewhere else, with the seller paying the consumer back for the reasonable cost of the fix or repair or getting a refund or replacement.

3. Replacement, Cancelation and Alteration                                                                                                                                 

Replacement:

At Expaio, we stand behind the quality of our products. If you receive an item that is faulty, damaged, or of low quality due to our error, we will gladly facilitate a replacement. To request a replacement, please contact our customer service team within 30 days of receiving your order. You will need to provide proof of purchase and details about the issue with the item. We will cover the cost of shipping the replacement item to you.

Cancellation:

We generally do not accept order cancellations once the item has been dispatched. However, if you persistently request a cancellation, we may consider it on a case-by-case basis. If approved, we reserve the right to deduct any expenses we have incurred, such as costs for customized products, dispatch, packaging, or other arrangements. Please note that we are unable to cancel orders for customized or personalized products.

We do not accept cancellations from customers who have changed their minds, found the product cheaper somewhere else, decided they didn’t like the purchase or had no use for it.

Alteration:

We appreciate that you may need to make changes to your order after placing it. If you have provided incorrect details such as the delivery address or mobile number, please contact our customer service team as soon as possible or directly open your Order Tab and contact with seller to provide any alteration you need to make on your products directly to the seller. We will do our best to accommodate your alteration request, provided it is feasible and does not incur additional costs. Please note that alterations may not be possible once the item has been dispatched. Please keep in mind some alterations may not be applicable or may need extra charges. Contact directly with seller on your My Order.

4. Return Process                                                                                                                                                          

1. Notification

• Customers must notify us of their intention to return a product within 30 days of receiving the item.
• Return claims must be submitted through our designated channels (email, web form, app, or customer support). Returns requested after this period may not be eligible unless there are exceptional circumstances, such as product defects or legal obligations.

2. Return Authorization         

• Upon receiving a return request, we will review and approve eligible returns based on the following conditions:
• The item must be unused, undamaged, and in original packaging with all tags.
• For defective, damaged, or incorrect items, photographic evidence may be required.
• If the return is authorized, the customer will receive a Return Merchandise Authorization (RMA) number.
• We do not accept returns for items that have been used or for items on sale.

3. Return Instructions

• Customers will provide detailed return instructions, including the return address and any necessary shipping labels.
• Return shipping costs are the customer’s responsibility, except for damaged or incorrect items.
• International returns should adhere to customs requirements to avoid delays or additional fees.

4. Refunds and Processing

• Once the product is received and inspected, refunds will be issued to the original payment method within 3-7 business days.
• Shipping costs are generally non-refundable unless the item is defective or incorrect.

5. Compliance with Australian and International Rules

• This policy follows Australian Consumer Law (ACL). You can return products that are faulty, unsafe, or not as described on the product page.
• For international orders, we follow best practices to ensure smooth cross-border returns by providing clear instructions and minimizing disputes

5. Return Conditions                                                                                                                                                                     

1. Original Packaging

• You need to return products in their original packaging. This includes all tags, labels, and accessories that came with the product.
• Items without original packaging, used, or missing parts may not qualify for a refund or exchange. We may deny your return request. If an item is delivered, the item will be sent back to you.

2. Unused and Unaltered

• Products must be unused, unwashed, and unaltered, maintaining the same condition as when received.
• Items showing signs of use, damage, or alteration will not be accepted unless faulty.                                                                                                                                                             

3. Return Shipping

•  Customers are responsible for return shipping costs, except in cases where the return is due to our error (e.g., incorrect or damaged item shipped).
• Customers must follow customs and shipping requirements for international returns to avoid delays and additional fees.

4. Faulty or Defective Items

• Under Australian Consumer Law (ACL), if a product is faulty, unsafe, or not as described on the product page, customers are entitled to a repair, replacement, or refund without any return shipping costs.
• We comply with international e-commerce laws to ensure a smooth return process for cross-border customers

6. Refund Scenarios:

• Refund against return items: the refund is processed if the return claim is deemed valid.
• Refund against order cancellation: the refund will be processed if the claim is processed and deemed valid and approved.
• Refund against non-delivery: the refund will be processed automatically if the claim is deemed valid.
•  seller doesn’t update the order status. The refund will be processed automatically if the claim is deemed valid.

7. Refund Process                                                                                                                                                

1. Refund Authorization.

• Once the returned product is received and inspected for eligibility, we will authorize the refund.
• If the product does not meet return criteria (e.g., damaged, used, or incomplete), we reserve the right to decline the refund.

2. Refund Method.

• Refunds will be processed using the same payment method used for the original purchase.
• Depending on the payment provider, it may take 3 to 7 business days for the refund of payments to reflect in the customer’s account.

3. Non-Refundable Items

• Items like gift cards, downloadable software, and perishable or personalized goods cannot be refunded unless they are faulty when delivered.
• As per Australian Consumer Law, faulty or misrepresented products must be refunded or replaced, even if classified as non-refundable.

8. Exceptions

1. Final Sale Items. Products marked as final sale are not eligible for returns or refunds. This policy will be communicated at the point of purchase to ensure transparency between buyer and seller.
2. Personalized or Custom-Made Items. Tailor-made products (such as clothing designed to the customer’s preferences) or customized items are non-returnable, as they are unique and unsuitable for other buyers.
3. Hygiene Products. Personal care and intimate products, such as underwear and cosmetics, cannot be returned once their packaging has been opened or tampered with. This policy is in place to comply with health and hygiene regulations and ensures compliance with health regulations.
4. Perishable Items. Perishable goods (e.g., food, flowers) are non-returnable due to their limited shelf life and the inability to resell them safely.
5. Exceptions to the Refund Policy. Sale items or products purchased during discount campaigns are non-refundable unless defective or incorrect upon arrival.

9. Customer Responsibilities                                                                                                         

Accurate Information

Customers are asked to provide accurate and complete information when initiating a return request to ensure smooth processing and compliance with e-commerce regulations.

Timely Returns

Customers must ship the returned product within 30 days of receiving the return authorization. Late returns may not be eligible for a refund or exchange, as per consumer protection policies.

Contact Information

If customers have any inquiries or concerns about the return and refund process, they can contact customer service at [email protected]. Clear communication ensures compliance with Australian and global customer service standards.