Refund policy

Our 30-day promise

You have 30 days from the day your order arrives to change your mind. Send it back and we'll refund what you paid for the product.

To be refunded under this promise the item needs to be in a condition we can reasonably accept — complete, with everything that came in the box. You're welcome to have tried it; that's the point of a 30-day promise. Items that have been damaged, or hygiene items used well beyond a reasonable trial, may be refused or partially refunded, and we'll always tell you why.

How to start a return

Email hello@getwarmdown.com.au with your order number and a line about what went wrong. We'll reply with the return address and instructions. Please don't send anything back before you hear from us.

Return postage is at your cost unless the item is faulty, not as described, or we sent you the wrong thing — in those cases we cover it.

Once your return reaches us we'll inspect it and refund you within 5 business days to your original payment method. Your bank may take a few days more.

Faulty or damaged items

If something arrives damaged or stops working, email us with a photo. We'll sort it out — replacement or refund — and you won't pay for postage.

Your rights under Australian Consumer Law

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.

Nothing in this policy limits those rights. Our 30-day promise is in addition to them, not instead of them.

Exceptions

Gift cards and items marked as final sale are not covered by the 30-day promise, but your rights under Australian Consumer Law still apply.