Refund policy

Refund Policy

We do not offer returns or refunds for change of mind. Please choose carefully before purchasing.

Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged, or incorrect item, you must contact us within 24 hours of delivery at Support@silentwavesau.com.

Your email must include:

  • Order number
  • Clear photos of the issue
  • Description of the problem

Claims made outside of this timeframe may not be accepted.

Resolution Process

All claims are assessed on a case-by-case basis.

If your claim is approved, we will:

  • Offer a replacement, store credit, or refund (at our discretion)
  • Provide return instructions if required

We do not cover return shipping costs unless required under Australian Consumer Law.

Return Conditions

If a return is requested:

  • The item must be unused and in original packaging
  • Items showing signs of use will not be accepted

Returns sent without prior approval will be rejected.

Non-Returnable Items

We do not accept returns for:

  • Change of mind
  • Used items
  • Opened sensory or personal-use products (for hygiene reasons)
  • Sale items or gift cards

Refunds

If approved, refunds will be issued to your original payment method within 10 business days.

Important

We reserve the right to:

  • Refuse claims that appear fraudulent or abusive
  • Request additional evidence before approving a claim