Refund policy

Aimex Australia - Return & Refund Policy

 

Our goal is your complete satisfaction. This policy outlines the process for returns and is provided in addition to your statutory rights under the Australian Consumer Law. We are committed to honouring our obligations and ensuring you are confident in your purchase.

 

1. Your Rights Under Australian Consumer Law (for Faulty Products)

 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

What is a major failure? A product has a major failure when it:

  • Has a problem that would have stopped someone from buying it if they’d known about it.

  • Is unsafe.

  • Is significantly different from the sample or description.

  • Doesn’t do what we said it would, or what you asked for, and can’t be easily fixed.

If your item has a major failure: You are entitled to choose between a refund, a replacement of an identical item, or a different item of similar value.

If your item has a minor failure: We will choose to repair the item, provide you with a replacement, or offer a refund.

How to make a claim for a faulty product:

  1. Contact our support team immediately at helpdesk@aimexaustralia.com.au.

  2. Please provide your order number and a detailed description of the fault, including clear photos or a short video. This will help us resolve your issue as quickly as possible.

  3. Our team will assess the fault and provide you with instructions on how to proceed.

Return Shipping for Faulty Items: If an item is confirmed to have a fault, we will cover the cost of the return postage. Please do not ship the item back until you have received instructions from our team.

 

2. Returns for "Change of Mind"

 

If you have changed your mind about your purchase, we are happy to offer a refund provided you meet the following conditions.

  • You must request a return within 30 days of your purchase date.

  • The item must be unopened, unused, and in its original, resalable condition with all seals intact.

  • A receipt or proof of purchase must be provided.

Important Notes for Change of Mind Returns:

  • Hygiene: For strict hygiene reasons, we cannot accept change-of-mind returns on any item that has been opened or has had its packaging seal broken.

  • Sale Items: Please choose carefully, as we do not offer refunds on sale or clearance items for change of mind. Your rights under the Australian Consumer Law still apply if the sale item is faulty.

  • Return Shipping: You are responsible for the cost of return shipping. Original and return shipping costs are non-refundable.

  • Restocking Fee: A restocking fee may apply to change-of-mind returns to cover administrative and processing costs. This will be confirmed with you before you return the item.

 

General Return Process

 

Step 1: Contact Us Email our support team at helpdesk@aimexaustralia.com.au. In your email, please state:

  • Your full name and order number.

  • Whether the return is for a faulty product or a change of mind.

  • A brief reason for the return (with photos/videos if the item is faulty).

Step 2: Await Instructions Our team will guide you through the next steps based on your reason for return.

Step 3: Package & Ship Once instructed, package the item securely and mail it to:

Aimex Australia: Returns 26/191 McCredie Road Smithfield, NSW 2164, Australia