Return Policy

Returns

1. 14 Day Change of Mind Return

1.1 We will allow a return for store credit, exchange product, or refund* where you have changed your mind, provided that the item in question is:

(a) returned within 14 days of receiving order;
(b) as new and is not used, worn, or opened and has all original packaging and tags in-tact (including any package seals (if any) being unbroken);
(c) in a resalable condition; and
(d) not damaged in any way.

*NOTE - Refunds under this policy will incur 10% restocking fee.

1.2 We cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken.

1.3 To return your item for change of mind, you must contact us first, before returning any items purchased from mypingu. Any items returned without our approval will be returned at your cost.

1.4 You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by us or the seller, you will not be eligible for a store credit or exchange. We recommend you insure high value items that you return for change of mind.

1.5 You may be provided with a product exchange or store credit (at our discretion or at the discretion of the Seller) only when the returned product is received, and it complies with the requirements of clause 1.1 above.

1.6 If the returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address.

1.7 Change of mind returns are not accepted for intimates, which includes underwear, hosiery, socks and swimwear due to hygienic reasons. Remedies for defective goods are still available. Under no circumstances can change of mind returns for digital access codes or downloadable software be accepted.

1.8 The following goods are excluded under this policy:

- Cosmetics & Beauty products (If hygiene seal is broken)
- Pharmaceutical/Health products
- Perishable Goods & Food items
- Personal Care Items
- Hosiery
- Underwear & socks
- Swimwear
- Pierced jewellery
- Mattresses, pillows, mattress and pillow protectors
- Gift cards, phone recharge or third party gift cards
- Media - Books and unsealed CDs, DVDs & Video Games
- Adult toys/sexual health products
- Assembled furniture
- Digital Goods (download codes etc.)
- Personalized/Made to order Goods
- Earphones/Headphones (if package has been opened)
- Large/Bulky Appliances
- Any merchandise where the GST has been claimed under the Tourist Refund Scheme, unless proof of repayment of the GST upon return to Australia is provided.
 
2. Wrong item delivered
 
If, for any reason, you received the wrong and incorrect item that you did not purchase, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.
 
3. Defective Goods
 
3.1 All goods sold on mypingu.com.au (whether by us or an independent Seller) come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement for or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

3.2 Any product warranty given by mypingu.com.au will apply in addition to other rights and remedies you may have under the Australian Consumer Law. Where applicable, you may make a claim in relation to goods that are faulty in accordance with our 12 Month Warranty Terms & Conditions. This warranty only applies where specifically advertised in the product's listing.

3.3 Goods that you purchase from our site (including Seller goods) may contain warranty documents on or inside the packaging provided by the manufacturer of the product. Any such warranty documents are not given by mypingu.com.au, and rights you may have in relation to those warranties are separate to any warranty rights given to you by mypingu.com.au. Some warranty documents provided by manufacturers of imported goods may not apply in Australia. You should contact the manufacturer identified on the warranty document to determine whether or not the warranty applies to the goods in Australia and, if so, how you should go about making a claim under such a warranty.

4. Cancellations

You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit voucher or refund in the amount you paid for the product, including shipping. After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them. Products described as 'made to order' cannot be cancelled. Please be advised, for Next day and Fast Track dispatch items, no cancellations or changes may be possible.

5. Damaged in transit

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:

  • Suggest a self repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
  • Offer a partial or full store credit voucher or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us or our supplier

If the items are delivered in dagamed conditions, and if we require you to return the product to us, we will cover the cost of the return.

6. Exchange

Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.

7. Your consumer rights

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. Full details also available under clause 18 and 19 of our terms & condition. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.

8. Our rights

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care.

9. Warranty

In some cases products offered for sale on our website may be subject to a separate manufacturer's warranty. This will be communicated on the relevant product page. In this case we request that you contact the manufacturer directly. If the manufacturer is unable to assist you or you are not happy with the resolution of your issue, please contact us for help. We will be happy to liaise with the manufacturer for you but our liability will be limited to the refund of your purchase price.

For full details of our warranty terms, please also read this page.