Refund policy
RRAN INNOVATIONS PTY LTD, trading as The Mouth Tape (ABN: 70694730633) ("we", "us" or the "Company") prides itself on providing products of the highest quality and is committed to customer satisfaction. This returns policy describes generally how we manage product returns. Returns remain subject to our Website Terms of Use available on this site. If you would like more information, please don't hesitate to contact us.
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.
A product or good has a major failure when:
a. it has a problem that would have stopped someone from buying it if they'd known about it;
b. it is significantly different from the sample or description;
c. it is substantially unfit for its common purpose and can't easily be fixed within a reasonable time;
d. it doesn't do what you asked for and can't easily be fixed within a reasonable time; or
e. it is unsafe.
Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.
Please note there may be limitations on your right to return and obtain a refund for products, however these limits will always be subject to your statutory rights.
Refunds
Subject to the requirements under the Australian Consumer Law, the Company offers a 30-day change-of-mind window for your first order placed via the Company website only. If you are not satisfied with any item that you receive from us, you may return that item within 30 days of delivery in accordance with the below. Beyond the 30-day period, refunds will not be available except as required by the Australian Consumer Law.
Hygiene and Personal Care Products
Due to the personal and hygiene-sensitive nature of our products, mouth tape and nose strips that have been opened, unsealed, or removed from their original packaging cannot be returned or refunded for change of mind, except where the product is faulty or does not meet a consumer guarantee under the Australian Consumer Law. This exclusion exists to protect the health and safety of all our customers and does not affect your statutory rights.
Returns
Replacement, refund or credit as remedy
If you are not satisfied with any item that you receive from us, please let us know as soon as possible. Where the return is made within the 30-day change-of-mind period and the item is unopened, unused, and in its original condition and packaging, we will at your election provide a refund, replacement or credit. Where the item has been opened, used, damaged, or tampered with, the Company may in its discretion offer a replacement or credit instead of a refund, or decline the return, except where required otherwise under the Australian Consumer Law.
What you must return to us
To receive a refund, replacement or credit, you must first return the item to us along with its original packaging.
Returning items within the first 30 days
If we receive the returned item, or written notice from you that you will be returning the item (by emailing us at [support email] with the subject line "Return Request", including your full name and order number), within 30 days of delivery to you, then we will assess the circumstances (including analysing the returned item, if considered appropriate by us) to ascertain whether or not the Company is at fault and:
- (Company at fault) if we consider that the product is faulty or does not meet a consumer guarantee, we will provide a full refund, replacement, or credit at your election; or
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(Company not at fault) if we consider that the Company is not at fault, then:
- if the item is unopened and in its original condition and packaging, we will provide a refund, replacement or credit at your election; or
- if the item has been opened, used, damaged, or tampered with, we will not provide any refund, replacement or credit, except where required under the Australian Consumer Law.
The 30-day change-of-mind period applies to products purchased via the Company website only.
Returning items after the first 30 days
If we do not receive the returned item, or written notice from you that you will be returning the item, within 30 days of delivery to you, then we will assess the circumstances (including analysing the returned item if considered appropriate by us) to ascertain whether or not the Company is at fault and:
- (Company at fault) if we consider that the product is faulty or does not meet a consumer guarantee, we will provide a full refund, replacement, or credit at your election; or
- (Company not at fault) if we consider that the Company is not at fault, then no refund, replacement or credit will be provided, except where required under the Australian Consumer Law.
Shipping costs
Where a product is faulty or does not meet a consumer guarantee under the Australian Consumer Law, the Company will cover the costs of return shipping.
Where a return is made for change of mind within the 30-day period and the item is unopened and in its original packaging, you are responsible for the cost of return shipping.
Where a return is declined under this policy, no shipping costs will be reimbursed.
Contact Us
If you have any questions about this Refund Policy, please contact us at hello@themouthtape.com