Refund policy

Last updated: 5 November 2026

Faulty, damaged or incorrect products

Contact hello@wylders.com.au with your order details and a description of the problem. Photos and the product model can help us assess it. Wylders will assist with the applicable repair, replacement or refund.

Your Australian Consumer Law rights are separate from our change-of-mind policy. The 30-day period, unused condition, original-packaging requirements and change-of-mind exclusions below do not restrict those rights. For a major product failure, consumers may choose a refund or replacement. For a minor failure, we will provide the remedy required by law.

A faulty product does not need its original packaging. We may ask for proof of purchase. Where a product problem is confirmed, reasonable return costs will be reimbursed as required by law. Contact us to arrange collection of a faulty item that is large, heavy or difficult to remove.

30-day change-of-mind returns

You have 30 days after receiving an item to request a change-of-mind return. It must be unused, in the condition received, with any tags and original packaging. Keep your receipt or proof of purchase.

Email hello@wylders.com.au to start a request. Once accepted, we will send a return shipping label and instructions, including the correct return address. Please wait for these instructions before sending a change-of-mind return.

Change-of-mind returns exclude custom or personalised products, special orders, hazardous materials, flammable liquids or gases, sale items and gift cards. Contact us if you are unsure. These exclusions do not remove remedies for faulty, misdescribed or incorrect goods.

Exchanges and refunds

For a change of mind, request the return first. Once accepted, you can order a replacement separately. We will notify you after inspecting the returned product. Approved refunds are made to the original payment method within 10 business days. Your bank or payment provider may take additional time to show the refund.

If more than 15 business days have passed since approval, contact hello@wylders.com.au.

Other statutory cancellation rights

If an order is shipped to the European Union and mandatory cancellation rights apply, those rights continue to apply. Nothing in this policy limits a statutory right that cannot be excluded.