Refund Policy

Rinjani Holdings wants customers to receive products that are acceptable in quality, match their description, and are fit for their intended purpose.

Nothing in this policy excludes, restricts, or modifies any consumer right or guarantee that cannot legally be excluded, including rights under the Australian Consumer Law where applicable.

Faulty, damaged, incorrect, or misdescribed products

If a product is faulty, damaged on arrival, materially different from its description, or otherwise fails to meet an applicable consumer guarantee, contact us at [CONTACT EMAIL] with your order number and supporting photographs where appropriate.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund, or another appropriate remedy. Where the problem is major, customers covered by the Australian Consumer Law may generally choose a refund or replacement. We will cover reasonable return costs where required by law.

Change-of-mind returns

Unless a product is excluded below, we accept change-of-mind return requests made within 30 days after delivery, provided that the product is unused, unopened where applicable, in resalable condition, and returned with its original packaging and proof of purchase.

Customers are responsible for change-of-mind return shipping costs. Original shipping charges are not refundable unless required by law. We recommend using a tracked return service because we are not responsible for change-of-mind returns lost in transit.

For hygiene, safety, or customisation reasons, change-of-mind returns may not be accepted for personalised products, made-to-order products, perishable products, opened hygiene-sensitive goods, or products clearly marked as final sale. These exclusions do not apply where the product is faulty or where a remedy is required by law.

Return process

Before returning a product, contact [CONTACT EMAIL] to request return instructions. Unauthorised returns may delay processing.

Approved returns should be sent to:

Refunds

Once a returned product has been received and assessed, we will notify you of the outcome. Approved refunds will normally be issued to the original payment method within 5–10 business days. Your bank or payment provider may require additional time to display the refund.

We may reduce a change-of-mind refund where permitted by law if a returned product has been used, damaged, or is missing components for reasons not caused by us.

Order cancellations

Contact us as soon as possible if you wish to cancel an order. We cannot guarantee cancellation after processing or dispatch has begun. If an order has already been dispatched, the applicable return conditions will apply.

For refund or return assistance, contact admin@rinjaniholdings.com.