Refund policy

Returns & Refunds Policy

Last updated: 17 April 2026 Operator: Wombat Haul Pty Ltd (ABN: [TO ADD]) trading as Wombat Haul

We want you to be happy with what you buy from us. This policy explains how returns and refunds work — on top of the guarantees you already have under the Australian Consumer Law.

Your rights under Australian Consumer Law

Under the Australian Consumer Law (ACL), you are entitled to a repair, replacement or refund if a product:

  • Is faulty or damaged
  • Does not do what we said it would do
  • Is significantly different from the description or sample shown
  • Is unsafe

These rights cannot be excluded, and they apply even after any warranty period has ended. Nothing in this policy reduces these rights.

Change-of-mind returns

We also accept returns for change of mind, within 14 days of delivery, provided the product is:

  • Unused and in its original condition
  • In its original packaging with all tags and seals intact
  • Not a hygiene item or consumable (no returns on items like opened cleaning tablets, dishcloths removed from packaging, or personal-care items that have been used)

We refund the product price. Original shipping (if any was paid) and return postage are at your cost for change-of-mind returns. We'll email a return label if that's simpler for you, and the cost is deducted from your refund.

Faulty, damaged or incorrect items

Contact us within 30 days of delivery at support@wombathaul.com.au with:

  1. Your order number
  2. A photo showing the issue
  3. A short description of what's wrong

We'll reply within 2 business days with one of: - Full refund to your original payment method - Free replacement shipped to you - Repair where practical

You don't pay return postage for faulty, damaged or incorrect items — we cover it.

How refunds are processed

  • Refunds go back to the original payment method you used
  • Shopify Payments, Afterpay and Zip refunds take 3‚Äì10 business days to appear in your account
  • We process approved refunds within 2 business days of receiving your request (for faulty items) or within 2 business days of receiving the returned product (for change-of-mind returns)

Items we can't refund for change of mind

  • Items discounted as part of a clearance sale (marked "Final sale" on the product page)
  • Opened consumables (cleaning tablets, dishcloths, sponges once removed from packaging)
  • Items returned more than 14 days after delivery
  • Items without original packaging or with damaged packaging

These exclusions do not apply if the item is faulty, damaged or not as described — your ACL rights still apply.

Wombat Club membership refunds

Membership refunds are covered separately in the Wombat Club Terms.

How to start a return

  1. Email support@wombathaul.com.au with "Return" and your order number in the subject
  2. Include a photo if the item is faulty
  3. We'll email you a return address (and a prepaid label for faulty items)
  4. Send the item back within 14 days of receiving the return address

Tracking the return is your responsibility — we recommend a tracked service.

Shipping returns back to us

Return address (for approved returns only — don't send without contacting us first):

Wombat Haul Returns [TO ADD — warehouse address] Australia

Contact

Wombat Haul Pty Ltd Email: support@wombathaul.com.au Response time: 2 business days (AEDT)

Not legal advice: This policy is a production-ready starter consistent with ACL requirements. Have an AU consumer-law solicitor review it before your annual turnover reaches $1M or before handling your first major dispute.