Refund policy
Every CloseCut order comes with a 30 day guarantee. If the product is not right for you, you have 30 days from the day it arrives to let us know.
Starting a return
Email us at hi@closecut.com.au within 30 days of delivery. Tell us your order number and what went wrong. We will reply with a return address and simple instructions.
Please do not send anything back before you hear from us. Returns that arrive without a return authorisation can take much longer to process.
The condition it comes back in
We expect you to have used it. A grooming tool is something you only really judge after a week of actually using it, and that is what the 30 days are for.
What we do ask is that the product comes back complete. That means the item itself plus anything that came in the box with it, including charging cables and any heads or attachments. Give it a clean before you pack it, and use packaging that will survive the trip back to us.
Your refund
Once your return reaches us and we have checked it over, we refund the full purchase amount to the payment method you used at checkout. We will email you when it is done.
Your bank or card provider usually takes a further 5 to 10 business days to show the money in your account. That part is out of our hands.
Exchanges
If you would rather swap a product than be refunded, say so in your first email. We will send the replacement once the original is on its way back to us.
Items that arrive damaged or faulty
If something turns up damaged, or stops working the way it should, email us with your order number and a photo. We will arrange a replacement or a refund, and we will cover the return postage. You do not need to wait for the 30 days to run out, and a fault is treated as a fault at any point, not just inside the trial window.
Cancelling or changing an order
Orders are dispatched within 1 to 2 business days, so if you need to change or cancel one, email us as soon as you can. If it has already left us, treat it as a return once it arrives.
Wrong or incomplete address
Please check your delivery address at checkout. If a parcel is returned to us because the address was wrong or incomplete, we will contact you to arrange redelivery.
Your rights under Australian Consumer Law
Nothing in this policy takes away from your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. 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 are not of acceptable quality and the failure does not amount to a major failure.
Contact
hi@closecut.com.au
CloseCut
241 Adelaide Street, Level 1 Suite 1105, Brisbane QLD 4000
ABN 15 410 544 164
