Returns & Refunds

We want you to be happy with your purchase from BrisKites. If something isn't right, get in touch and we'll do our best to sort it out.

This policy covers purchases made from briskites.au and should be read together with our Warranty and Shipping policies.

Change of Mind

Please choose carefully, as we don't normally provide refunds if you simply change your mind, order the wrong item, decide you no longer want it, or find it cheaper somewhere else.

That said, we understand that sometimes things don't work out. We may choose to accept a change-of-mind return at our discretion.

If you'd like to request one, please contact us before sending anything back.

For a change-of-mind return to be considered, the item should generally be:

• unused and in new, resaleable condition;

• complete with its original packaging, tags, manuals and accessories; and

• free from marks, damage or signs of use.

If we agree to a change-of-mind return, return shipping is the customer's responsibility unless we agree otherwise.

Any refund, exchange or store credit offered for a change-of-mind return is at BrisKites' discretion and does not affect your rights where a product is faulty or otherwise covered by the Australian Consumer Law.

Where we agree to provide a discretionary refund, any reasonable payment-processing costs that cannot be recovered by BrisKites may be deducted from the refund. We'll let you know before the return is finalised if this applies.

Faulty Products & Australian Consumer Law

Products sold by BrisKites come with rights and guarantees under the Australian Consumer Law (ACL).

These rights apply separately from any manufacturer's warranty.

If you believe a product is faulty or you need to make a warranty claim, please start by completing our Warranty Claim Form. This gives us the information we need to assess the issue and get the claim moving as quickly as possible.

Depending on the problem, the appropriate solution may include a:

• repair;

• replacement;

• refund; or

• other remedy required under Australian Consumer Law.

Major Problems

If a product has a major failure under Australian Consumer Law, you are generally entitled to choose between a refund or replacement.

A major failure can include situations where a product:

• is unsafe;

• is substantially different from its description or sample;

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

• has a problem serious enough that a reasonable customer would not have bought it if they'd known about the issue beforehand.

Minor Problems

If the problem is minor and can reasonably be fixed, BrisKites is entitled to provide a repair or otherwise fix the problem within a reasonable time.

If the problem can't be fixed, or isn't fixed within a reasonable time, other remedies may become available under Australian Consumer Law.

Product Assessment

In many cases we'll need to inspect or assess the product before deciding what remedy applies.

Depending on the product and the issue, this assessment may be carried out by BrisKites, the Australian distributor, manufacturer or an authorised repairer.

We may ask you for information such as:

• your order number or other proof of purchase;

• photos or video showing the problem;

• the product serial number;

• a description of how and when the problem occurred; and

• any other information reasonably needed to assess the claim.

We'll try to make this process as straightforward as possible.

You don't need the original packaging to make a claim about a faulty product.

Returning a Faulty Product

Please contact us before sending a product back so we can give you the correct return instructions and avoid unnecessary freight costs.

For products that can reasonably be posted or returned, we may ask you to send the item to us for assessment.

If the product is confirmed to have a fault covered by the Australian Consumer Law, we'll reimburse reasonable return shipping costs you have incurred.

For large, heavy or difficult-to-return products where Australian Consumer Law requires us to arrange collection or cover the cost of return, we'll organise this with you.

Please keep any postage or freight receipts if you've paid to return a product.

Where No Fault Is Found

Sometimes a product may be assessed and found to be operating normally, or the problem may have resulted from something not covered by Australian Consumer Law or the manufacturer's warranty.

Examples can include:

• accidental damage;

• misuse or abuse;

• incorrect installation or assembly;

• damage caused by impact, crashes or other external forces;

• normal wear and tear; or

• modifications or repairs that have caused the problem.

Where appropriate, we may charge reasonable assessment, repair or freight costs if the issue isn't covered.

If we expect there may be a charge for assessment, collection or repair, we'll let you know beforehand where reasonably possible.

Goods Damaged in Transit

If your order arrives damaged, please contact us as soon as reasonably possible.

Photos of the product and packaging are very helpful, so please keep the packaging until we've had a chance to review the issue.

Depending on the damage, we may arrange a replacement product, replacement part, repair, refund or another suitable solution.

Damage that occurred during delivery is not treated as a change-of-mind return.

Repairs

Products returned for repair will be assessed and repaired within a reasonable time.

Repair times can vary depending on the product, availability of parts, the nature of the fault and whether the product needs to be sent to a distributor or manufacturer for assessment.

We'll keep you informed if there is likely to be a significant delay.

In some circumstances, repaired products may contain refurbished parts or a refurbished replacement product may be supplied where permitted by law.

Manufacturer Warranties

Many products sold by BrisKites also include a manufacturer's or distributor's warranty.

We're happy to assist with these warranty claims. The easiest way to get started is through our Warranty Claim Form.

A manufacturer's warranty is in addition to your rights under Australian Consumer Law and doesn't replace or limit those rights.

You don't have to deal directly with the manufacturer simply because a product has a manufacturer's warranty.

Refunds

Once a refund has been approved, we will normally process it within 3–5 business days.

Refunds will generally be made back to the original payment method unless another method is agreed with you.

Your bank, card provider or payment service may take additional time to show the refund in your account after we've processed it.

For refunds required under Australian Consumer Law, we will not deduct restocking fees, payment-processing fees or similar charges from the amount you are legally entitled to receive.

Proof of Purchase

We may ask for proof that the product was purchased from BrisKites.

Your BrisKites order number, tax invoice, receipt or another reasonable record of purchase will normally be enough.

Contact Us First

If you have a problem with something you've bought from us, the easiest approach is to contact BrisKites before returning it.

For warranty or faulty-product claims, please complete our Warranty Claim Form and include your order details, a description of the issue and, where useful, photos or a short video.

We'll let you know the next step and where the product should be sent if a return is needed.

Your Consumer Rights

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you have under the Australian Consumer Law that cannot lawfully be excluded.