Last Updated: 27 March 2026

Returns, Refunds & Exchanges Policy

Ignite Recovery (ABN 57807670683) 9 Hemdon Street, Gatton QLD Email: info@igniterecovery.com.au

This Returns Policy applies to all purchases made through our website. It should be read together with our Terms of Service and Warranty and Defective Products section.

Nothing in this policy is intended to limit or exclude any rights you have under the Australian Consumer Law (ACL). 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.

1. Australian Consumer Law Rights (Faulty or Not as Described Goods)

Under the ACL, you have the right to a remedy (repair, replacement, or refund) if a product:

• Is faulty or defective
• Does not match its description
• Is not of acceptable quality
• Is not fit for the purpose for which it was sold

Major failure examples (you can usually choose a refund or replacement):

• The product is unsafe
• The problem makes the product significantly different from what was described
• The product cannot be easily repaired or the repair would be too expensive

Minor failure (we will usually repair or replace the item first).

You must contact us as soon as possible after discovering the issue (ideally within a reasonable time). Proof of purchase (order number or receipt) is required.

2. How to Make a Return or Claim (Faulty / Defective / Warranty)

To report a defect, faulty item, or make a claim under our voluntary 12-month warranty (where it applies):

• Provide clear evidence of the issue, including photos and a video clearly demonstrating the problem.
• Email everything to info@igniterecovery.com.au along with:
  • Your order number
  • Proof of purchase
  • A clear description of the problem

We aim to respond to all valid claims within 24 hours of receiving your complete email and supporting evidence.

All warranty, defect, and faulty product issues must go through info@igniterecovery.com.au.

We reserve the right to inspect the product or request additional evidence before approving a remedy. Reasonable return postage costs may apply in some cases (we will advise you).

Once approved, remedies may include:

• Repair
• Replacement
• Refund (full or partial, depending on the circumstances)

3. Change of Mind Returns

We do not offer change-of-mind returns as standard. All sales are final unless the product is faulty or does not meet ACL consumer guarantees.

In exceptional circumstances, we may consider a return at our sole discretion. If accepted:

• The item must be unused, in original condition and packaging (with all tags attached).
• You are responsible for return shipping costs.
• A restocking fee of up to 20% may apply.
• Refunds will be issued to the original payment method within 10 business days of receiving and inspecting the returned item.

We do not accept returns on:

• Opened or used products (unless faulty)
• Personalised or custom-made items (unless faulty)
• Products without proof of purchase

4. Non-Returnable Items

The following items are generally not eligible for return or refund (except where required by the ACL if the item is faulty):

• Hygiene or personal care products that have been opened
• Digital downloads or electronic software
• Sale or clearance items (unless faulty)
• Any product where the 12-month warranty does not apply (please check individual product listings)

5. Return Process & Costs

• Customers are generally responsible for the cost of returning items unless the product is faulty or we have agreed otherwise.
• For large, heavy, or difficult-to-return items that are faulty, we may arrange collection at our expense.
• All returned items will be inspected upon receipt.

6. Refunds

• Refunds for approved faulty items will be processed to the original payment method.
• Processing time is usually 5–10 business days after approval and receipt of the returned item (if required).
• We do not refund shipping costs unless the item was faulty on arrival or incorrectly sent by us.

7. Contact Us

For any return, refund, or warranty questions, please email info@igniterecovery.com.au with your order details.

We appreciate your understanding and aim to resolve all issues fairly and promptly while complying with Australian Consumer Law.