Refund Policy

Returns & Refund Policy

Your rights under the Australian Consumer Law (ACL)

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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Change-of-mind returns (store policy)

• We offer change-of-mind returns within 30 days of delivery for unopened/unused items in original packaging, with proof of purchase. Shipping charges are non-refundable.

• Return shipping for change of mind is at your cost. We recommend tracked postage.

Faulty, damaged or incorrect items

• If your item arrives faulty, damaged or incorrect, contact us within 7 days of delivery with photos and your order number. We will arrange a repair, replacement or refund in line with the ACL. We may provide a pre-paid return label where appropriate.

Exclusions

• Hygiene-compromised or used items (unless faulty), gift cards, and final-sale items are not eligible for change-of-mind returns.

How to start a return

1. Email extremecoolingtowels@gmail.com with your order number and reason.

2. We’ll provide return instructions and, if applicable, a return authorisation (RMA).

3. Once received and inspected, we’ll process your refund to the original payment method within 5–10 business days (processing times may vary by bank).