Refund policy

Thank you for shopping with dustm.shop. We want you to feel confident when purchasing from our store.

This Return and Refund Policy explains how we handle change-of-mind returns, faulty products, incorrect items, refunds and other post-purchase concerns. Please read this policy carefully before placing an order.

Nothing in this policy limits, excludes or modifies any rights you may have under the Australian Consumer Law.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product is faulty, unsafe, significantly different from its description, not fit for its intended purpose, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or compensation, depending on the nature and seriousness of the issue.

For a major problem with a product, you may be entitled to choose between a refund or replacement. For a minor problem, dustm.shop may choose to repair, replace or refund the product, provided that the issue is resolved within a reasonable time.

Your rights under the Australian Consumer Law apply in addition to any voluntary return rights offered in this policy.

2. Change-of-Mind Returns

We understand that you may occasionally change your mind about a purchase.

For change-of-mind returns, dustm.shop accepts return requests made within 30 calendar days of the date your order is delivered, provided that the item meets the eligibility conditions below.

To be eligible for a change-of-mind return, the item must:

• be unused, unworn and unwashed;

• be in its original condition and suitable for resale;

• have all original tags, labels and accessories attached where applicable;

• be returned with any original packaging supplied with the item, where reasonably available; and

• not be damaged, altered, marked, soiled or affected by misuse after delivery.

Change-of-mind returns do not apply where the item has been used beyond what is reasonably necessary to inspect it, has been damaged after delivery, or is no longer in a resalable condition.

This change-of-mind policy is a voluntary store policy and does not affect your rights for faulty, unsafe, incorrectly supplied or misdescribed products under the Australian Consumer Law.

3. Items That Arrive Faulty, Damaged or Incorrect

If your order arrives damaged, faulty, incomplete, incorrect or significantly different from its description, please contact us as soon as possible at info@dustm.shop.

To help us assess the issue, please include:

• your full name;

• your order number;

• the email address used when placing the order;

• a clear description of the problem; and

• photographs or videos of the item, packaging and any visible damage, where available.

Photos and videos are helpful for assessing a claim, but they do not replace your consumer rights under the Australian Consumer Law.

Please do not return a faulty or incorrect product before contacting us, unless we have advised you to do so. We will provide return instructions or another appropriate solution based on the circumstances.

4. How to Start a Return Request

To request a return, refund, replacement or other assistance, email us at:

info@dustm.shop

Please use a clear subject line such as “Return Request – Order Number” and include your order details and reason for contacting us.

Once we receive your request, we will review the information and advise you of the next steps. If a return is required, we will provide the appropriate return instructions.

Please do not send products to our business address without receiving return instructions, as this may delay the processing of your request.

5. Proof of Purchase

We may ask for reasonable proof of purchase before processing a return, refund, replacement or repair request.

Proof of purchase may include:

• your order confirmation email;

• your order number;

• a receipt;

• the email address used when placing the order; or

• another record of the transaction.

Original packaging is not required for a claim made under the Australian Consumer Law, although it may assist with the return process where available.

6. Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for the cost of returning the item to us.

We recommend using a tracked shipping service and keeping proof of postage until your return has been received and processed. dustm.shop is not responsible for change-of-mind return parcels lost or damaged in transit before they reach us.

If a product is confirmed to be faulty, incorrectly supplied or otherwise does not comply with the Australian Consumer Law, dustm.shop will reimburse reasonable return postage costs where required by law. Please keep your postage receipt or other evidence of the return cost.

For large, heavy or difficult-to-return faulty items, please contact us before arranging a return so that we can discuss an appropriate solution.

7. Refund Process

Once an approved returned item has been received and inspected, we will notify you of the outcome.

Where a refund is approved, it will generally be issued using the original payment method, unless another method is required by law or agreed with you.

For eligible change-of-mind returns, the refund will generally cover the purchase price of the returned item. Any original delivery charge paid for a change-of-mind order is not refundable unless required by law.

For faulty, damaged, incorrect or misdescribed products, the refund amount and any associated delivery costs will be handled in accordance with the Australian Consumer Law.

We aim to process approved refunds promptly after the return has been received and assessed. The time it takes for the funds to appear in your account may vary depending on your payment provider or financial institution.

8. Replacement and Repair Options

Where a product has a minor issue, dustm.shop may offer a repair, replacement or refund, depending on the nature of the product and the issue.

Where a product has a major problem under the Australian Consumer Law, you may be entitled to choose a refund or a replacement.

If a replacement is offered, it will be subject to stock availability. If the same item is no longer available, we will discuss an appropriate alternative remedy with you.

9. Non-Returnable Change-of-Mind Items

An item may not be eligible for a change-of-mind return if it has been:

• worn, used, washed or altered;

• damaged after delivery through misuse, accident or improper care;

• returned without all relevant accessories or components;

• returned in a condition that is no longer suitable for resale; or

• returned after the 30-day change-of-mind return period.

These conditions apply only to change-of-mind returns. They do not remove or reduce any rights you may have under the Australian Consumer Law.

Sale, promotional or discounted items are not excluded from your rights under the Australian Consumer Law.

10. Order Cancellations

If you wish to cancel an order, please contact us immediately at info@dustm.shop.

We will try to assist with cancellation requests where possible. However, once an order has entered processing or has been dispatched, cancellation may not be possible.

If your order has already been dispatched, you may be able to request a return after delivery in accordance with this policy. This does not affect any rights you may have under the Australian Consumer Law.

11. Refused or Uncollected Parcels

If a parcel is refused, not collected, or returned to us because of incorrect delivery details provided by the customer, we may contact you to arrange redelivery or discuss a refund.

Any refund for a change-of-mind, refused or uncollected order may be reduced by reasonable delivery or return costs incurred by dustm.shop, where permitted by law.

This does not apply where the order was faulty, incorrectly supplied or otherwise subject to rights under the Australian Consumer Law.

12. Contact Us

If you have any questions about this Return and Refund Policy, or would like to request assistance with an order, please contact us:

dustm.shop
Email: info@dustm.shop
Telephone: +61 422 180 739
Address: 11 Lake View Ave, New South Wales 2456, Australia