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Refund Policy

Last updated: 07/08/2026

At GRAIN BOUNDARY PTY LTD, we want you to be genuinely happy with your purchase. This Refund Policy explains your rights and our process for refunds, returns, and exchanges, and works alongside your rights under the Australian Consumer Law (ACL).

1. Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes any right or remedy you have under the ACL that cannot lawfully be excluded.

Under the ACL, you are entitled to a repair, replacement, or refund if a product:

  • Has a fault or defect that would have stopped you buying it had you known (a major failure), or

  • Is faulty, damaged, or not of acceptable quality

  • Is significantly different from its description or the sample shown

  • Doesn't do what it's meant to do, or what we said it would do

  • Isn't fit for the purpose you told us you needed it for

Where a fault is minor, we may choose to repair the item within a reasonable time instead of offering a refund or replacement. Where a fault is major, you can choose a refund, replacement, or (in some cases) compensation for a drop in value.

These rights apply regardless of any warranty offered by us or the manufacturer, and are not limited by time in the way a store's change-of-mind policy might be.

2. Change of Mind Returns

We're also happy to accept change-of-mind returns, subject to the following conditions:

  • You contact us within 30 days of receiving your order

  • The item is unused, in its original condition, and in its original packaging (including any protective film, boxes, and accessories)

  • You provide proof of purchase (order number or receipt)

Change-of-mind returns are offered at our discretion and are not required under the ACL — we provide this as an additional benefit to our customers.

Please note:

  • Return shipping costs for change-of-mind returns are the customer's responsibility, unless otherwise stated.

  • Original shipping fees (if any were charged) are non-refundable for change-of-mind returns.

  • For hygiene reasons, certain items may not be eligible for change-of-mind return once used — see Section 6 below.

3. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or is not what you ordered:

  1. Contact us at sales@grainboundary.com.au within 14 days of delivery.

  2. Provide your order number and photos of the item (and packaging, if damaged in transit).

  3. We'll assess the issue and arrange a repair, replacement, or refund, and cover return shipping costs where the item is confirmed faulty or incorrect.

We aim to resolve faulty item claims within 14 business days of receiving the required information.

4. How to Request a Return or Refund

To start a return or refund request:

  1. Email us at sales@grainboundary.com.au with your order number and reason for return.

  2. We'll confirm eligibility and provide return instructions (including address and any return authorisation needed).

  3. Once we receive and inspect the returned item, we'll notify you of the outcome.

Please do not send items back without contacting us first, as returns sent without prior approval may experience delays.

5. Refund Method and Timing

  • Approved refunds are processed to your original payment method.

  • Please allow 5–10 business days for the refund to appear, depending on your bank or card provider.

  • You'll receive an email confirmation once your refund has been processed.

  • Shipping costs are refunded only where the return is due to our error (faulty, damaged, or incorrect item) or as required under the ACL.

6. Items Not Eligible for Change-of-Mind Return

For hygiene, safety, and practical reasons, the following are generally not eligible for change-of-mind return once opened or used:

  • Items that have been used, washed, or show signs of wear

  • Products missing original packaging, tags, or accessories

  • Gift cards or promotional vouchers

  • Items marked as final sale or clearance at the time of purchase

This does not affect your rights under the ACL if the item is genuinely faulty.

7. Exchanges

If you'd prefer an exchange (e.g. different size or product) rather than a refund, let us know when you contact us. Exchanges are subject to stock availability and the same conditions as change-of-mind returns in Section 2.

8. Sale and Clearance Items

Items purchased on sale or clearance are eligible for the same ACL guarantees as full-price items if faulty or not as described. Change-of-mind returns on sale items may be excluded or subject to different conditions — this will be clearly stated on the product page at the time of purchase.

9. Gifts

If you received an item as a gift and wish to return it, we're happy to help — please contact us with the order number (the gift-giver's order confirmation) or any gift receipt provided. Refunds for gift returns will be issued as store credit unless the original purchaser requests otherwise.

10. Cancellations

If you wish to cancel an order, contact us as soon as possible at sales@grainboundary.com. au. We can cancel and fully refund orders that have not yet been dispatched. Once an order has shipped, it will need to be handled as a return under this policy.

11. Contact Us

If you have any questions about this policy or need to start a return, reach out to:

Email: sales@grainboundary.com.au

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