Return & Refund Policy

At Densol, we want you to be fully satisfied with your purchase. If you are not happy with your order, we offer refunds, exchanges, and repairs in line with the Australian Consumer Law and our internal policy outlined below.

1. Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. If the problem is minor, we may choose to repair the item, replace it, or offer a refund at our discretion. More details about your rights are available at the Australian Competition & Consumer Commission (ACCC)

2. Change of Mind

If you change your mind, we may offer a refund or exchange at our discretion, provided that:

You notify us within 7 days of receiving your order
The item is unused, in original condition, and in its original packaging
You can provide proof of purchase (e.g., order number, receipt)

Please note: return shipping costs for change-of-mind refunds are the responsibility of the customer.

3. Damaged or Faulty Items

If your order arrives damaged or becomes faulty:

Contact us within 7 days of delivery
Provide clear photos of the damage or defect
Ensure the item is returned in the condition it was received, including all packaging and accessories

Once we assess and confirm the fault or damage, we will offer you a repair, replacement, or refund, and cover any applicable return shipping costs.

4. Items Not Eligible for Refund

We may refuse returns or refunds if:

The item was used or damaged through misuse
You were aware of the issue before purchase
The issue was caused by modifications or misuse not approved by us
The item is a final-sale or clearance product (unless faulty)

5. Return Shipping Costs

If the return is due to a fault or error on our part, we will cover the cost of return shipping.
If the return is for a change of mind, the customer is responsible for return shipping.
All returns must be authorised by our team before being sent back.

6. Processing Time

We aim to process all refund or exchange requests within 5 business days of receiving the returned item

7. How to Request a Return or Refund

To initiate a return or refund request:

Email us at [email protected] with your order number and a brief explanation of the issue
Wait for return instructions and approval before sending anything back
Refunds will be processed to the original payment method once the returned item is received and approved