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Consumer Rights & Guarantees

All your usual consumer rights apply when you shop with an Australian online business. 

The Australian Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the Law requires that goods must be free of defects and do what they are meant to do, and any services provided must be carried out with care and skill. These rights, which the Law says automatically apply whenever goods or services are supplied to a consumer, are called “Consumer Guarantees”.

This Law says that these rights cannot be excluded. You are entitled to a replacement or refund if the goods fail to be of acceptable quality. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality.

You may return most new, unopened items within 7 days of delivery for a full store credit of a full refund at our discretion. We will pay the return shipping costs if the return is because of our error (i.e if you received an incorrect or defective item). 

If applicable, you should expect to receive a store credit within 5 days of us receiving the returned item. You should expect to receive a full refund within four weeks of giving your package to the return shipper, however, in some cases you may receive a refund more quickly. The time period includes the transit time for us to receive your return from the shipper (10 to 20 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

We will notify you by email of your exchange/store credit/refund once we have received and processed the returned item.

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your store credit/refund once we've received and processed the returned item.

Please pack the item in the original packing and return to:

The North Pole Shoppe (Returns)

PO Box 526, Garbutt East, Queensland, Australia, 4814

It is your responsibility to mail the items together with the completed Returns Form, which is included as an attachment in the confirmation email that is sent confirming your order, via a traceable Australia Post method. APFS will not be responsible for any returned items that are lost, stolen or damaged.

Exceptions to Guarantees

Consumer Guarantees do not apply if you:

  • received what you ordered but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it
  • misused the product in any way that caused the problem
  • knew of, or were made aware of any faults or conditions before you bought the product

Rights to a repair, replacement, refund, cancellation or compensation do not apply to any items:

  • bought from a private seller or at an auction
  • bought from an eBay seller not associated with APFS Group
  • bought from an Amazon seller not associated with APFS Group

PLEASE NOTE: Special Orders, Custom Orders, Sale & Clearance, Discounted Orders or Sponsored Purchases cannot be returned for either store credit/refund or exchange. All items listed in our Sales & Clearance section of this website are guaranteed NEW, but are sold at heavily reduced Retail Prices as they may be either discontinued lines, past date stock or imperfect in some way. 

IMPORTANT NOTICE: Facebook Delivery & Returns Policy incorrectly states: You can return new and unused items within 45 days. Please refer to our Returns Policy PRIOR to making your purchase.

Internet Shopping Explained - Source: ACCC (Australian Competition & Consumer Commission)

Revised January 13th, 2022