Refund policy
Thank you for shopping with sinoitax.shop.
We want customers to understand clearly how returns, refunds, damaged products, incorrect products and other order issues are handled.
This Return and Refund Policy applies to purchases made directly through sinoitax.shop.
For assistance, contact:
Email: info@sinoitax.shop
1. Australian Consumer Law
Our return policy operates in addition to rights available to Australian consumers under the Australian Consumer Law.
Goods sold to Australian consumers are subject to statutory consumer guarantees. Depending on the circumstances, a customer may be entitled to a repair, replacement, refund, cancellation or compensation where a product does not satisfy an applicable consumer guarantee.
Nothing in this policy excludes, restricts or modifies any statutory right, guarantee or remedy that cannot lawfully be excluded.
In particular, the voluntary 30-day change-of-mind period described below does not impose a 30-day limitation on statutory rights relating to faulty or non-conforming goods. The ACCC states that businesses cannot impose their own short return deadline to eliminate consumer-guarantee rights.
2. 30-Day Change-of-Mind Returns
In addition to statutory consumer rights, sinoitax.shop provides a voluntary change-of-mind return policy.
Customers may request a qualifying change-of-mind return within 30 calendar days after receiving the product.
To qualify for a voluntary change-of-mind return, the item should generally:
- Be unused;
- Be unworn where applicable;
- Be unwashed where applicable;
- Be undamaged;
- Be in substantially the same condition in which it was received;
- Include original tags where supplied;
- Include original accessories and components; and
- Be accompanied by proof of purchase.
Customers should not return a product without first contacting us.
To initiate a return, email:
Please include the order number, item concerned and reason for the return.
3. Return Instructions
After a return request has been reviewed, we will provide appropriate return instructions by email.
The return destination may depend on the product, fulfilment location and circumstances of the return. Customers should therefore use only the return instructions supplied by our customer-service team.
Products returned to an unauthorised destination may experience processing delays.
4. Change-of-Mind Return Shipping
Where a customer is returning a product solely because they changed their mind and the product is not faulty, defective, damaged, incorrect or otherwise non-conforming, the customer is responsible for reasonable return shipping costs unless we expressly agree otherwise.
We recommend using a tracked shipping method because customers remain responsible for demonstrating that a voluntary change-of-mind return was sent to the instructed destination.
Original standard shipping is free and therefore no standard outbound shipping fee is deducted from qualifying change-of-mind refunds.
5. Faulty, Defective or Non-Conforming Goods
If you believe an item is faulty, defective, unsafe, damaged, incorrectly supplied, materially different from its description or otherwise fails to satisfy an applicable consumer guarantee, contact us at:
Please provide your order number and a clear description of the problem. Photographs or other reasonable information may be requested where they can assist us in assessing the issue.
Requesting reasonable evidence does not remove or restrict statutory consumer rights.
Depending on the circumstances and applicable Australian Consumer Law, an appropriate remedy may include repair, replacement, refund or another legally required remedy.
6. Major Problems
Where goods have a major problem for the purposes of Australian Consumer Law, a consumer may have the right to choose between a refund and replacement, subject to applicable law.
A product problem may potentially be major where, for example, the product is unsafe, substantially unfit for its normal purpose, substantially different from its description or has a problem serious enough that a reasonable consumer would not have purchased it had they known about the issue.
The remedy available depends on the circumstances and applicable law. ACCC guidance confirms that repair, replacement or refund rights depend on the nature and seriousness of the problem.
7. Minor Problems
Where a problem is not major, we may be entitled under applicable law to choose an appropriate remedy, such as repairing the product within a reasonable time.
If a legally required repair cannot be completed within a reasonable time, additional remedies may become available.
Nothing in this policy is intended to state rights less favourable than those provided by Australian Consumer Law.
8. Return Costs for Faulty Products
Where a product is confirmed to have a problem covered by applicable consumer guarantees, reasonable return costs paid by the customer will be reimbursed where required by law.
Customers should retain postage or transportation receipts.
The ACCC states that when a business confirms that goods have a problem, it must reimburse reasonable return costs already paid by the consumer.
Where appropriate, we may instead provide another reasonable return arrangement.
9. Damaged Products
If an order arrives damaged, please contact us as soon as reasonably possible at:
Include:
- Your order number;
- The affected product;
- A description of the damage; and
- Photographs where reasonably available.
We will review the circumstances and provide an appropriate solution.
A request to notify us promptly helps us investigate shipping damage but does not create an artificial expiry date for statutory consumer rights.
10. Incorrect Products
If you receive an item different from the item ordered, contact us at info@sinoitax.shop.
Where we have supplied an incorrect product, we will provide an appropriate remedy and will not require the customer to bear return costs that the law requires us to pay.
11. Missing Items
If part of an order appears to be missing, first check whether the order has been divided into multiple shipments.
If you still believe an item is missing, contact:
We will review the order and available shipment information.
12. Non-Returnable Change-of-Mind Products
For hygiene, safety or customisation reasons, certain products may be excluded from our voluntary change-of-mind return program, including where applicable:
- Personalised or customised products;
- Products made specifically to customer instructions;
- Items that cannot reasonably be resold for hygiene reasons after opening or use;
- Perishable goods;
- Gift cards or equivalent stored-value products where permitted by law; and
- Items clearly identified before purchase as ineligible for voluntary change-of-mind returns.
These exclusions apply only to voluntary change-of-mind returns.
They do not exclude remedies required under Australian Consumer Law for faulty or non-conforming goods. The ACCC has specifically warned businesses against presenting exclusions for sale or specialised goods as though they override statutory consumer guarantees.
13. Sale and Promotional Products
Sale, discounted and promotional products remain protected by applicable Australian Consumer Law.
A discounted price does not remove consumer guarantees merely because an item was on sale.
For voluntary change-of-mind returns, products purchased during a promotion may be refunded based on the amount actually paid by the customer, taking into account any legitimate discount allocation.
14. Exchanges
Where operationally available, we may offer an exchange for eligible products.
Exchange availability depends on inventory.
If a requested replacement variation is unavailable, we may offer another appropriate option, including a refund where required or agreed.
15. Refund Processing
Once a return has been received and, where appropriate, inspected, we will process an approved refund using the original payment method whenever reasonably possible.
The time required for a refund to appear after processing may depend on the bank, card issuer, payment provider or other financial institution.
We do not control external banking processing times.
16. Refund Amount
Where a full refund is legally required for a product, the refund will be handled consistently with applicable Australian Consumer Law.
For voluntary change-of-mind returns, the refund generally covers the amount actually paid for the returned product.
Because sinoitax.shop provides free standard shipping, there is normally no standard outbound shipping charge to refund.
17. Order Cancellations
If you wish to cancel an order before shipment, contact:
We will make reasonable efforts to accommodate the request.
However, once an order has entered fulfilment or has been dispatched, cancellation may no longer be operationally possible. In that situation, the customer may request a return after receiving the goods in accordance with this policy.
This does not affect cancellation or refund rights that may arise under applicable law.
18. Refunds for Undelivered Orders
If an order is not delivered, contact us so that we can investigate the shipment.
Australian consumer law requires businesses that cannot provide a paid product within the promised or a reasonable period to provide an appropriate solution.
Depending on the circumstances, this may include replacement, refund or another appropriate resolution.
19. Proof of Purchase
We may request reasonable proof of purchase in connection with a return or consumer-guarantee claim.
Examples may include:
- Order confirmation;
- Order number;
- Payment record; or
- Other reasonable evidence demonstrating that the product was purchased from sinoitax.shop.
20. Abuse and Fraud
We may take reasonable steps to investigate suspected return fraud, payment fraud or abuse of our voluntary return program.
However, fraud-prevention procedures will not be used to deny legitimate statutory consumer rights.
21. Contact Us
For cancellations, returns, refunds, damaged products, incorrect items or consumer-guarantee inquiries, contact:
sinoitax.shop
Email: info@sinoitax.shop
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