Refund policy

In this policy “you” or “your” refers to a Customer, and “us”, “our” or “we” refers to TAGcove.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Warranty for products

  • All products come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.
  • In addition to a customer’s rights under the Australian Consumer Law, we offer a 12-month warranty on all products which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):
    • if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
    • in relation to accessories or bonus gifts (as noted as such in a product listing); or
    • if the fault or damage is due to:
      1. normal wear and tear
      2. damage arising from improper assembly or modification of the product;
      3. damage arising from abnormal use or abuse of the product;
      4. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
      5. damage to external product packaging only.
    • We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
      1. send missing parts (if applicable);
      2. suggest a method of self-repair (if applicable).
      3. replace the product (subject to availability);
      4. offer an alternative product; or
      5. offer a partial or full credit voucher or refund.

Making a warranty claim or a refund request for damaged/faulty goods or missing parts

  • Warranty claims or refund requests for any damaged/faulty goods or missing parts should be sent to us at admin@tagcove.com.au. The following should be included in the message:
    • order number;
    • proof of purchase - e.g. your receipt;
    • a brief explanation of the fault or damage;
    • the quantity of each product and/or part missing, faulty or damaged; and
    • an image or video (of acceptable quality) of the product that clearly shows:
      1. the fault or damage (if applicable)
      2. what part is missing (if applicable);
      3. the product in the original packaging (if applicable); and/or
      4. the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).
    • type of compensation that is being requested, i.e. refund, credit or replacement of parts/product.
  • All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.
  • Please do not dispose of items before a warranty claim or a refund request has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.
  • Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or the return label has not been provided. Also, please note that if an incorrect product is returned to us, we will not be responsible for these products or have any obligation to return these to the customer.
  • For missing or replacement parts/products, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to two working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law. Also, please note that if there is an address discrepancy with the order due to your error such that the part/product is returned to us, a cost of Return To Sender (if applicable) and re-delivery cost will be imposed by us on you for any parts/products returned to us.
  • Any delivery delay should be reported by you to us within 10 working days from the date of dispatch. Any delivery delay will be investigated by our courier partner, which can take up to two working days . If we receive no update within two working days of notifying the partner, we will offer an appropriate remedy in accordance with the Australian Consumer Laws. Due to ongoing unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the warranty claim or refund request was approved or not. If approved, you’ll be automatically refunded on your original payment method. We cannot issue refunds to a different account or credit card to that used to place the relevant order. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Change of Mind

We always ask that you choose carefully and avoid a change of mind return. This is to prevent unnecessary hassle and costs for you that are associated with change of mind returns and also avoid losses for our business. However, in exceptional cases where a change of mind return is unavoidable, we'll consider your request on a case-by-case basis. Please review the following important guidelines:

  • We do not accept change of mind refund requests:
    • if you have opened the original packaging;
    • if you have simply changed your mind with no valid reason;
    • for health and safety products;
    • for bulk purchases (including by pallet or pick up);
  • Otherwise, we only consider a change of mind refund request if this is made within 7 days after the item is delivered to you. You must notify us of a change of mind refund request within these 7 days. If this does not occur, the change of mind refund request will be rejected.
  • Some products are subject to a different change of mind policy to that contained in this Policy. Hence, you should refer to the listing to confirm the applicable change of mind refund policy if it's any different to what is stated here.
  • All items returned by the courier company as a result of incorrect or incomplete delivery information will be treated as a change of mind return, including items returned due to being unclaimed.

Change of Mind request procedure

  • You must consult with us about any change of mind refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.
  • Please send us a message at admin@tagcove.com.au and provide us below information:
    • order number;
    • proof of purchase - e.g. your receipt;
    • pictures or video (of an acceptable quality) that shows the condition of the received product;
    • an explanation about why the customers would like to return the product, and if the item is eligible for a refund.
  • We prefer that returns due to a change of mind are done at the customer's arrangement.
  • If a change of mind request is accepted, and:
    • you have been provided with the return label, we will refund the item price and the shipping fee minus return postage and a restocking fee of 10% of the item price and the shipping fee; or
    • you have not been provided with the return label, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee; and/or
    • the customer changes their mind before the item is received and requires the action of Return to Sender (RTS), we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee. Refund for RTS will be provided after the item is received at our/supplier warehouse facility.
  • Some products are exempt from returns or exchanges due to change of mind. These exceptions will be clearly indicated on the relevant product listings. To avoid any inconvenience, we kindly request that you carefully review product details and specifications, and ensure it meets your needs before completing your purchase.
  • Please note that all change of mind refunds will be via a store credit or a gift card.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable products, custom products, and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Product recalls

In the event of a product recall, we will advise you of the relevant procedure.

Changes

We may update this policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

 

Business Address: Ringwood North, VIC 3134, Australia

Email: admin@tagcove.com.au

Phone: +61 400 275 527