We want our customers to receive products in good condition. If you have received a faulty or damaged item, please review the steps below to get it resolved.
1. Return Eligibility
Returns are accepted for products that arrive faulty, broken, damaged or defective, subject to assessment and applicable consumer law.
- Please contact us within 14 days of receiving your order to report the issue.
- Eligible faulty or damaged products will be returned free of charge.
- Change-of-mind returns are not accepted.
- Products damaged through misuse or accidental damage caused by the customer may not qualify for a remedy under this policy, unless otherwise required by law.
The 14-day reporting period does not restrict any additional rights or remedies available under the Australian Consumer Law.
2. Reporting a Faulty or Damaged Product
If you receive a faulty, broken or damaged product, contact us within 14 days of delivery, where possible.
Please provide:
- Your order number.
- A description of the problem.
- Clear photographs or videos showing the damage or fault, where available.
- Any relevant packaging or delivery information, if available.
Please contact us at [email protected] or through our Contact Us page.
Our team will review your request and provide the next steps. Please wait for return instructions before sending the product back.
3. Free Return Shipping
For an eligible faulty, broken or damaged product, Xtra Deals will arrange or cover reasonable return shipping costs in accordance with this policy and applicable law.
Customers will not be charged return shipping for an eligible claim confirmed to be covered by this policy.
Please contact us before arranging return shipping yourself so we can confirm the return method. If you have already paid reasonable return costs for a confirmed product problem, contact us with your postage receipt so we can assess reimbursement.
4. Inspection and Resolution
Once we receive the relevant information or returned product, we may assess the reported issue to determine the appropriate resolution.
Depending on the nature and seriousness of the problem, the resolution may include a repair, replacement or refund, as applicable under Australian Consumer Law.
We will communicate the outcome and any next steps to you. Original packaging may help with the assessment but will not be required where doing so would unlawfully restrict your consumer rights.
5. Refunds
If a refund is approved, it will generally be processed to your original payment method within 5–10 business days after approval.
The time required for the funds to appear in your account may vary depending on your bank or payment provider.
Where Australian Consumer Law requires a refund or another remedy, we will comply with those obligations. Our standard processing time does not limit your legal rights.
6. Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law, where applicable.
Depending on the problem, you may be entitled to a repair, replacement or refund. For a major failure, you may have the right to choose a refund or replacement. For a minor failure, a repair may be an appropriate remedy.
Our 14-day reporting request and return procedure do not remove or restrict any rights you may have under Australian Consumer Law. Your legal rights may apply even if a problem is reported after 14 days.
For more information, visit the Australian Competition and Consumer Commission (ACCC).
7. Contact Us
For return or refund enquiries, please contact:
- Business Name: Xtra Deals (Xtradeals)
- Website: https://xtradeals.com.au
- Email: [email protected]
- Contact Page: https://xtradeals.com.au/contact
We will review your request and guide you through the next steps.