Goods Return Request

Overview

In order to process a request to return goods to Independence Australia, it is important that you provide all the relevant information to Customer Service for efficient and accurate processing.

  Before submitting a Return Request (located at the bottom of this article under "Downloadable Resources", please ensure your request is within our Returns Policy  Click Here

The Return Request Form can be sent thru to [e-mail] for processing.

  For Mainland Collections- StarTrack will contact you to confirm the pickup details and ensure the goods are ready for collection. Please provide a contact phone number so the courier can arrange a suitable pickup time, along with an address where someone will be available to sign the required collection paperwork

  Please ensure the correct number of boxes is provided when booking the collection. If the number of boxes presented for pickup does not match the quantity advised, the courier may be unable to proceed with the collection

Return Request: What You Need to Include

Faulty Goods

Please ensure you include the following additional information when submitting a return request for items that are faulty:

• The Batch and/or Lot number on the faulty product pack
• A clear description of the fault
• A photo clearly displaying the fault of the product where possible
• The total number of units being returned from the faulty batch that have not been used
• How many units have been used that have been faulty, if possible
• Whether the item needs to be replaced or credited

  Do not dispose of faulty product if it is unused or a machine, as these products may need to be returned for investigation with the manufacturer, or repair arranged if appropriate

Damaged Goods 

Please ensure you include the following additional information when submitting a return request for items that are delivered damaged:

• Was the outer carton damaged?
• Was the contents of the carton poorly packaged?
• Please provide a photo of the outer carton as well as the damaged product(s) themselves

Our Conditions of Change of Mind Returns are as Follows:

• Returns must be for goods received within the last 14 days
• Goods must be returned in their original condition, with packaged goods unopened
• Special order items will not be accepted for return, unless faulty at the time of supply
• Independence Australia reserves the right to charge a restocking fee on returned products as follows:
  •  
    • Metro - $8.25 inc GST per parcel
    • Country - 13.75 inc GST per parcel

Downloadable Resources