Refund policy

Returns & Refund Policy

We want you to love your purchase. If something isn’t right, we’re here to help.


30‑Day Return Window

You have 30 days from the date you receive your order to request a return.

To be eligible for a return, the item must be:

  • unused and in the same condition you received it

  • in its original packaging

  • with all accessories included

  • accompanied by proof of purchase

To start a return, contact us at daniel@pozzolemeole.com


Where to Send Returns

All returns must be sent to our Australian returns address:

98 /501 Queen St

 Brisbane City

 Queensland

 Australia 4000

Do not send returns to the product manufacturer or supplier. Items returned to any other address will not be accepted.


Return Approval Process

Once you contact us:

  1. We review your request

  2. If approved, we provide:

    • a return shipping label (if applicable)

    • instructions on how and where to send your item

  3. Once we receive and inspect the item, we notify you of approval or rejection

Items sent back without first requesting a return will not be accepted.


Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect:

  • Contact us within 7 days of delivery

  • Provide photos or a short video showing the issue

For defective or incorrect items, you do not need to return the product unless we specifically request it. We will offer:

  • a replacement

  • or a full refund

This aligns with our supplier policies and ensures fast resolution.


“Keep the Item” Policy (Low‑Value Items)

For low‑value items or items where return shipping is not practical, we may offer:

  • a refund

  • or a replacement

…and allow you to keep the item.

This is decided on a case‑by‑case basis.


Non‑Returnable Items

We cannot accept returns for:

  • perishable goods

  • personalised/custom items

  • intimate or sanitary goods

  • hazardous materials

  • flammable liquids or gases

  • gift cards

  • sale/clearance items

If you’re unsure whether your item qualifies, contact us.


Exchanges

To exchange an item, complete a return first. Once your return is approved, you can place a new order for the item you want.


Refunds

Once your return is received and inspected:

  • If approved, we issue a refund to your original payment method

  • Refunds typically take 3–10 business days to appear, depending on your bank

If more than 15 business days have passed since your refund approval, contact us at daniel@pozzolemeole.com

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