Returns & [Refunds]
★★★★★ REFUND & RETURNS POLICY

Returns & Refunds

Clear, fair and transparent returns for every order.

We want you to be completely satisfied with your purchase. This policy explains how refunds, returns and exchanges are handled, while ensuring your rights under the Australian Consumer Law are always protected.

Effective Date: 1 January 2026

Refund & Returns Policy

1. Your Consumer Rights

Under the ACL, you are entitled to a remedy if a product is faulty, not fit for purpose, or doesn't match its description.

  • Major Failure: You may choose a full refund or replacement.
  • Minor Issue: We may repair, replace, or refund the item at our discretion.

2. Change of Mind Returns

We are not required to provide refunds or exchanges for change-of-mind purchases under the Australian Consumer Law. However, at our discretion, we may approve a return in certain circumstances.

If a discretionary return is approved:

  • Contact us within 30 days of purchase.
  • Items must be unused, in their original condition and include all original packaging.
  • Return shipping costs are the responsibility of the customer.
  • A reasonable restocking fee may apply where appropriate.

3. Exchanges

We're happy to exchange an item if stock is available. Please contact us before returning anything so we can confirm availability and guide you through the process.

4. Faulty Goods

If you believe your item is faulty:

  • Contact us at info@paytonswax.com.au quoting your order number or name.
  • We'll respond within 2 business days to assess your claim and advise next steps.
  • If your claim is accepted, we'll guide you through the return, repair, or refund process.

5. Warranty Claims

Warranty claims are handled in accordance with our Warranty Policy. Please refer to that document for full details of coverage periods, what is and isn't covered, and how to lodge a claim.

6. Damaged Orders

If your order arrives damaged, please contact us as soon as practicable after receiving the goods. In accordance with your rights under the ACL, we will work with you to resolve the issue promptly.

  • Provide clear photos of the damaged items and packaging.
  • Retain all packaging and damaged items until the matter is resolved.

7. Refunds

  • Method: Refunds are issued to the original payment method.
  • Timeframe: Please allow 2-10 business days for funds to appear, depending on your bank or payment provider.
  • Deductions: Applicable restocking fees or original shipping charges may be deducted from your refund where permitted under the ACL.

8. Customer Responsibilities for Returns

  • Ensure all returns are securely packaged to prevent damage in transit.
  • Use a trackable shipping service and retain proof of postage.
  • Return shipping costs are the customer's responsibility unless the return is due to a fault or ACL remedy.
  • Original shipping charges are non-refundable unless required under the ACL.

9. Return Address

So Simple Solutions Pty Ltd
Returns Department
38 Ramsay Rd
Five Dock NSW 2046

10. Contact Us

For assistance with returns or refunds:

  • Email: info@paytonswax.com.au
  • Phone: 1800 979 763

Policy Updates

We may update this policy from time to time to reflect changes in our business practices, legal obligations or website functionality. Any updates will be published on this page and will take effect from the revised Effective Date shown at the top of the policy.