Refunds & Returns Policy

This Refunds & Returns Policy applies to products purchased from Point Australia Pty Ltd through our website, by telephone, by email or through one of our sales representatives.

Point Australia is primarily a wholesale supplier to approved business customers. We are committed to supplying products that are correctly described, fit for their intended purpose and delivered in satisfactory condition.

Incorrect, damaged or missing goods

Please inspect your order promptly after delivery.

If goods have arrived damaged, an incorrect product has been supplied, or an item shown on the delivery documentation is missing, please notify us within seven days of delivery where reasonably practicable.

Please email admin@pointaustralia.com.au and provide:

• Your business name and customer account number
• Your invoice or order number
• The item number and quantity affected
• A description of the issue
• Clear photographs of the product, packaging and shipping label where applicable

The seven-day notification period assists us in investigating delivery and picking discrepancies. It does not limit any rights or remedies that cannot lawfully be excluded.

Please do not discard damaged goods or packaging until we have completed our assessment or advised you that disposal is permitted.

Faulty products

If you believe a product is faulty, defective, unsafe, materially different from its description or otherwise unsuitable for its intended purpose, please contact us as soon as reasonably possible.

We may request photographs, videos, batch information or other information reasonably required to assess the product. In some circumstances, the product may need to be returned to us or inspected by the manufacturer or supplier.

Once the issue has been assessed, we may provide an appropriate remedy, which may include:

• Replacement of the product
• Repair, where appropriate
• A credit to your Point Australia account
• A partial or full refund
• Another remedy agreed with you

The appropriate remedy will depend on the nature of the issue, the circumstances of the purchase and any applicable legal requirements.

Return authorisation

Products must not be returned without prior approval from Point Australia.

Please contact our team to obtain a return authorisation and return instructions. Unauthorised returns may be refused or returned to the customer at the customer’s expense.

Where Point Australia supplied the wrong product, or a product is confirmed to be faulty or damaged before delivery, Point Australia will arrange the return or reimburse reasonable return freight costs where required.

Change-of-mind returns

As a wholesale supplier, Point Australia does not ordinarily accept returns because a customer has changed their mind, ordered the incorrect product or quantity, or is unable to resell the product.

We may, at our discretion, approve a change-of-mind return where:

• The request is made within 14 days of delivery
• Prior written return authorisation is obtained
• The goods are unused, unopened and in their original undamaged packaging
• The goods are current stock and suitable for resale
• The goods have not been priced, labelled, marked or altered by the customer
• The customer pays all applicable return freight costs

An approved change-of-mind return may be subject to a restocking fee of up to 15% of the returned goods’ invoiced value. Any restocking fee will be advised before the return is approved.

Approval of a change-of-mind return in one instance does not create an obligation for Point Australia to approve future returns.

Products not accepted for change-of-mind return

Unless Point Australia agrees otherwise in writing, change-of-mind returns will not be accepted for:

• Clearance, discontinued or run-out products
• Special-order, customised or indent products
• Goods purchased in promotional or bulk quantities specifically arranged for the customer
• Opened fragrance, aroma, cosmetic, personal-care or hygiene-sensitive products
• Products with damaged, marked or incomplete retail packaging
• Products that have been used, assembled, installed or modified
• Products that cannot be safely or legally resold

These exclusions do not limit any rights or remedies that cannot lawfully be excluded.

Shortages and delivery discrepancies

Claims relating to carton shortages, quantity discrepancies or visible transit damage should be recorded with the delivery driver where possible and reported to Point Australia within seven days of delivery.

Signing a carrier’s delivery record as “received in good condition” may affect our ability to pursue a claim against the carrier. Customers should note any visible carton damage or shortage before signing where reasonably possible.

Refunds and credits

Once a refund or credit has been approved:

• Credit-account customers may receive a credit against their Point Australia account.
• Card payments will be refunded to the same card or payment account used for the original transaction.
• We do not provide cash refunds for card transactions.
• Approved refunds are generally processed by Point Australia within five business days.
• Your financial institution may require additional time for the refund to appear in your account.
• Original freight charges will only be refunded where appropriate, including where Point Australia supplied an incorrect product, the goods were damaged before delivery, or a refund of freight is otherwise legally required.

Proof of purchase

We may require proof of purchase before processing a return, credit or refund. Acceptable proof may include a Point Australia invoice, order confirmation, account statement or other transaction record.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, restricted or modified, including any applicable rights under the Australian Consumer Law.

Some wholesale purchases made for resale may not be covered by the consumer guarantees. However, Point Australia will assess all genuine product and supply issues fairly and in accordance with the terms of the sale and applicable law.

Contact us

To request a return, report a problem or ask a question about this policy, please contact: