Refund & Returns Policy

Every product on this site comes with a 30-day money-back guarantee. Your rights under Australian Consumer Law sit on top of that and are not limited by anything on this page.

The 30-day guarantee

If you are not satisfied with your purchase for any reason, you may request a full refund of the purchase price within 30 days of the date your order was delivered. You do not need to justify the decision beyond telling us it was not for you.

To qualify, the request must be made within those 30 calendar days, the item must be returned to us, and you must quote your order number. Prices displayed are GST-inclusive for Australian orders.

What does not qualify

• Requests made more than 30 calendar days after delivery, unless the claim relates to a statutory right under the ACL, which has no such limit.
• Items intentionally damaged, lost, or disposed of before return, except where a manufacturing defect is confirmed.

Faulty, damaged or not as described

This is separate from the 30-day guarantee. If an item arrives damaged, defective, or not as described, contact us and we will refund or replace it at our discretion and cover return shipping. A manufacturing fault is our problem regardless of when it appears, and your statutory rights apply on top of anything offered here.

To help us assess a claim, include your order number, a clear photograph of the fault, and a short description of the issue.

Your statutory rights under Australian Consumer Law

Our 30-day guarantee is offered in addition to, and does not limit, your rights under the Australian Consumer Law. Under the ACL you are entitled to a remedy — a refund, repair or replacement — if a product:

• is not of acceptable quality, including safe, durable and free from defects;
• does not match the description given at the time of sale;
• is not fit for any purpose we have represented it to be fit for.

These rights exist independently of our voluntary guarantee and are not subject to the same time or condition restrictions. If you believe your consumer guarantee rights have been breached, email support@shoporra.co and we will resolve it in accordance with our obligations under the ACL.

Hygiene and personal-use items

Several products we sell are personal-care items used on the body. We cannot resell a returned used item, which is standard retail practice for this category. That does not restrict a return made under the 30-day guarantee or under a statutory ACL claim — it only means the item is not returned to stock.

How to request a refund

Email support@shoporra.co with the subject line Refund Request - [Your Order Number], and include your name, order number and delivery address, plus a sentence about what went wrong. We reply within 24-48 hours on weekdays, excluding Australian public holidays, and will send return instructions.

Approved refunds are issued to the original payment method. Your bank or card issuer decides how quickly it appears, which is typically a few business days and outside our control.