Section 1

Your Consumer Guarantee Rights

Under the Australian Consumer Law, products we sell come with guarantees that cannot be excluded. 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 products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure means any of the following:

• The product would not have been purchased by a reasonable consumer had they known about the problem.
• The product is significantly different from its description, sample or demonstration model.
• The product is substantially unfit for its common purpose and cannot easily be made fit within a reasonable time.
• The product is unsafe.

If a product has a major failure, you choose whether you would like a refund or a replacement. We cannot direct you to the manufacturer instead.

For minor failures, we may choose to repair, replace or refund the product. We will do so within a reasonable time.

Section 2

Change of Mind Returns (Voluntary Policy)

We understand that sometimes a product may not suit your needs. We offer a change-of-mind return window under the following conditions:

Time limit	14 days from the date you receive the product.
Product condition	Unused, unassembled, complete with all original accessories, tags and packaging, and in resalable condition.
Proof of purchase	Required. Order confirmation email, bank statement or receipt.
Return shipping	The customer is responsible for return shipping costs. The product remains at the customer's risk until it is received at our warehouse.
Remedy	For approved change-of-mind returns, we will issue store credit. A refund to the original payment method may be offered at our absolute discretion.

Note: Original shipping costs, any expedited shipping fees and any installation or assembly costs are not refunded for change-of-mind returns.

Section 3

Faulty, Damaged or Incorrect Products

If your product arrives damaged, is faulty, or is not what you ordered, please contact us as soon as possible after becoming aware of the issue. We will work with you to resolve the issue promptly.

What we need from you

• Your order number.
• A description of the issue.
• Photos or video showing the fault or damage (where applicable).

Our assessment process

We may require reasonable information, photographs, video or access to inspect the product before determining the appropriate remedy. This does not limit your rights under the ACL.

What happens next

We will assess the issue and, depending on the nature and severity of the problem, offer you one of the following remedies:

• For a major failure: your choice of a full refund (to the original payment method) or a replacement.
• For a minor failure: we may offer a repair, replacement or refund at our election, completed within a reasonable time.

Return shipping for faulty products: We will cover the cost of return shipping for products with a genuine fault or defect. For bulky items, we will arrange collection at our expense.

Products found not to be faulty

If a product returned as faulty is found, after assessment, not to have a fault, defect or ACL issue, or to have been damaged through misuse, abnormal use or failure to follow care instructions, the return may be refused. In such cases, the customer may be responsible for the cost of redelivery or collection of the product.

Section 4

How to Start a Return

1. Email us at info@wilsontradingimport.com with your order number, the product(s) you wish to return, and the reason.
2. We will respond within 2 business days with instructions, including a return address.
3. For approved returns, we may provide a return shipping label or reference number that must be included with your return parcel. Returns received without the required label or reference may not be identifiable and may experience significant delays in processing.
4. Pack the product securely. We recommend using a trackable shipping service.
5. Once we receive and inspect the item, we will process your remedy within 5–10 business days.

Section 5

Items Not Eligible for Change-of-Mind Returns

The following items cannot be returned for change of mind (but remain covered by consumer guarantees if faulty):

• Products that have been assembled, installed or modified.
• Products not in their original, unused and resalable condition.
• Products without original packaging, tags or accessories.
• Hygiene-sensitive products that have been opened or used (e.g. mattress protectors, pillow covers).
• Gift cards and store credit vouchers.

Returns that do not meet the above conditions may be declined.

Section 6

Refund Processing

Approved refunds will be processed within 5–10 business days after we receive and inspect the returned product. For consumer guarantee claims, refunds will be issued to the original payment method. For change-of-mind returns, store credit will be issued (see Section 2).

Please allow additional time for your bank or payment provider to reflect the refund.

For Afterpay purchases, refunds are processed through Afterpay according to their standard process.