Refund policy

Last updated: 1 October 2026

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes those rights.

Faulty, damaged or incorrect items

If your item is faulty, arrives damaged, does not match its description, or is not what you ordered, contact us through our contact form with your order number, a description of the problem and photos where possible. We will arrange a repair, replacement or refund in line with the Australian Consumer Law. We cover the return shipping for faulty, damaged or incorrect items, and no restocking fee applies.

For a minor problem we may choose to repair or replace the item. For a major failure you can choose a refund or a replacement.

Change of mind returns (15% restocking fee)

If you change your mind about an order placed on netwattle.com, you can return it within 30 days of delivery, as long as:

• the item is new, unused and in its original, undamaged packaging with all accessories, manuals and parts,
• it has not been installed, registered, activated or configured, and
• you contact us first so we can give you the return address.

Change of mind returns are subject to a restocking fee of 15% of the product price, which is deducted from your refund. Returns are sent by mail, and you are responsible for the return postage and for packing the item securely. We recommend a tracked and insured service, as we cannot refund items lost or damaged on the way back to us. Original shipping charges are not refunded.

The following cannot be returned for change of mind: software, licences, subscriptions, warranty and support extensions, opened consumables (such as ink, toner and labels), opened in-ear or on-ear audio products, and items ordered specially for you.

Examples of change of mind include: you no longer want the item, you ordered the wrong item or model, you found it cheaper elsewhere, or it is not compatible with equipment you already have where the product listing did not claim it was. If you are not sure whether an item suits your setup, send us a message before buying and we will help.

The restocking fee never applies to faulty, damaged, incorrect or not-as-described items, or to items that are not fit for a purpose you told us about before buying.

How to make a return or claim

Send us a message through our contact form. Include your order number, the item, whether it is a change of mind or a problem with the item, and photos where possible. We will reply with the next steps and the return address. Please do not send items back without contacting us first.

Manufacturer warranties

Many products also come with a manufacturer's warranty. This is in addition to your rights under the Australian Consumer Law. We can help you with a manufacturer warranty claim, or you can contact the manufacturer directly.

Refunds

Once we receive and inspect the returned item, approved refunds are made to your original payment method within 14 days. Your bank or card provider may take a few extra days to show it.

Orders placed on eBay

Orders placed through our eBay store follow the return policy shown on the eBay listing (30-day returns). eBay does not allow restocking fees, so no restocking fee applies to eBay orders.

Questions

Please use our contact form.