Refund policy

Higoods Pty Ltd – Order Cancellation, Returns & Refund Policy (ACL-Compliant)

Last Updated: 16 January 2026

Higoods Pty Ltd is committed to providing high-quality products and service. This policy is designed to comply with the Australian Consumer Law (ACL) and guidance provided by the Australian Competition and Consumer Commission (ACCC).

1. Order Cancellation Policy

1.1 Cancelling an Order Before Dispatch

  • You may request to cancel your order before it is dispatched for a full refund.

  • Please contact us as soon as possible at info@higoods.com.au.

  • If the order has not been dispatched, we will process a refund to the original payment method.

1.2 Cancelling an Order After Dispatch

  • If your order has already been dispatched, it cannot be cancelled.

  • If there is an issue with the goods (faulty / not as described), your rights under the ACL may entitle you to a remedy (repair, replacement or refund) depending on whether the problem is major or minor.

2. No Change-of-Mind Returns

We do not offer returns, exchanges or refunds for change of mind, including (but not limited to):

  • deciding you no longer want the item

  • ordering the wrong item/colour

  • finding the item cheaper elsewhere

This does not affect your rights under the ACL for faulty or not-as-described goods. (Statements like “no refunds on sale items” or “no refunds after 30 days” can be misleading under consumer law.)

3. Consumer Guarantees Under Australian Consumer Law (ACL)

Under the ACL, you may be entitled to a remedy if goods fail to meet a consumer guarantee. Remedies depend on whether the problem is major or minor.

3.1 Major Failures – Refund or Replacement

A major failure may include (for example) when the product:

  • is unsafe

  • is very different from the description or sample

  • cannot be used for its normal purpose and can’t easily be fixed within a reasonable time

  • has a serious problem (or several problems) that would have stopped someone from buying it if they knew beforehand

If there is a major failure, you are entitled to choose:

  • a refund, or

  • a replacement of the same type.

3.2 Minor Failures – Repair (or Replacement if Repair Not Possible)

If the issue is minor and can be fixed within a reasonable time, we will offer:

  • a free repair, or

  • a replacement if repair is not feasible within a reasonable timeframe.

If we can’t repair within a reasonable time, you may be entitled to a refund or replacement.

3.3 Sale / Discounted / “Final Sale” Items

Your ACL rights still apply to sale, discounted, clearance, or “final sale” items. We will not deny remedies for faulty goods based on a store policy.
(If a defect was clearly disclosed before purchase, you may not be entitled to a remedy for that specific disclosed defect.)

4. How to Request a Remedy (Return/Repair/Replacement/Refund)

To lodge a claim, please contact info@higoods.com.au and include:

  • Order number / proof of purchase (receipt, order confirmation, etc.)

  • A clear description of the issue

  • Photos/videos where relevant (to help us assess promptly)

We may need to assess the product before providing a remedy.

Packaging: The product does not need to be in its original packaging to claim a remedy under the ACL, but please include all accessories/parts where possible.

5. Returning Faulty Products & Return Costs

  • Consumers are responsible for returning products that can be posted or easily returned.

  • If the product is large/heavy/hard to remove, we are responsible for arranging collection or covering shipping costs within a reasonable time.

Reimbursement of return costs:
If we confirm the product has a problem, we will reimburse any reasonable return costs you have already paid. Please keep postage/transport receipts.
If we find the product does not have a problem, we may charge reasonable collection/inspection costs, but we will provide an estimate before collecting the product.

6. Refund Process

  • Approved refunds will be processed to the original payment method unless otherwise agreed.

  • Timing: typically within 5–10 business days after the refund is approved and/or returned goods are received and assessed (where a return is required).

  • Return window (defective goods): Please contact us as soon as possible after you notice the issue. For faster assessment, we recommend lodging your claim within 30 days of delivery, noting that your rights under ACL apply for a reasonable time.

7. ACL Standard Statement (Recommended)

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.

Contact

Email: info@higoods.com.au