Refund policy

We want you to choose the right tools with total confidence. If something isn't right, here's exactly how it works. 

1. Change-of-mind returns (30 days)

You have 30 days from receiving your order to request a return for change of mind. To be eligible, the item must be unused, in its original condition and original packaging, with proof of purchase. Change-of-mind returns must be approved by us before you send anything back — unsolicited returns aren't accepted.

To start a return, email sales@sheargenius.com.au. If your return is approved, we'll send you a return shipping label and instructions on where to send it.

2. Damaged, incorrect or faulty products

If your item arrives damaged, faulty, or isn't what you ordered, contact us as soon as reasonably possible at sales@sheargenius.com.au with your order number and a photo. This is not limited by the 30-day change-of-mind window above — we'll make it right.

3. Your rights under the Australian Consumer Law

Our returns policy does not affect your rights under the Australian Consumer Law. 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 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. These rights are not limited by the 30-day change-of-mind period above.

4. Return shipping costs — Australia

For approved returns within Australia, we provide a prepaid return shipping label at no cost to you (a downloadable, printable label sent after your return is approved).

5. Return shipping costs — international (including the United States)

For orders shipped outside Australia, return shipping for change-of-mind returns is the customer's responsibility unless we agree otherwise in writing. For faulty or incorrect international orders, contact us and we'll arrange the return at our cost.

6. Refunds

Once we receive and inspect your return, we'll notify you of the outcome. Approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may take additional time to post it.

7. Exchanges

We don't process direct exchanges. The fastest way to get the item you want is to return the eligible item (once approved) and place a new order.

European Union

Customers in the European Union have a 14-day cooling-off period — you may return an eligible item within 14 days for any reason, in the same eligible condition, with proof of purchase.

Questions

For any return or refund question, email sales@sheargenius.com.au.