Refund policy

RETURNS POLICY

The returns policy set out below applies to products purchased from any Galaxy Water store, including the website.

In these Terms the expressions us, we, our and Galaxy Water are a reference to RCTL Limited and reference to you is the Customer.

Change of Mind

We do not accept change of mind returns.

 

Time Frame for Returns

All eligible items must be returned within 30 days of purchase (ordinary days, not working days).

Where delivery has been delayed for an online order, we will take in consideration the delivery date, as well as the purchase date.

Unless a product is faulty or the wrong product was received, we will not accept any products returned outside of these time frames. No exceptions.

International Online Orders have 30 days to return product.

Clearance

Products identified and advertised as Final Clearance will not be accepted for returns, unless faulty. These will be clearly marked.

Returns Process

You can return products to your local Galaxy Water store, or to the Online Returns Address.

For full returns instructions contact us at hello@galaxywater.store

All returns must include proof of purchase.

Couriered Returns

Returns sent via courier are at the customer's expense, and Galaxy Water will not pay or reimburse return freight costs for any product that is returned for reasons other than faulty product.

We recommend using a tracked delivery service. Galaxy Water is not liable for any lost courier returns, and cannot track parcels not sent through a tracked service.

Once we receive the package, we will endeavour to inspect and process your returns within 24 hours to ensure you receive your exchange or refund as quickly as possible. We will send an email to confirm and update you on the process.

Australian Orders that require exchanges will incur a $19 shipping fee.

Returns are not processed over weekends as the Couriers do not operate.

If items are being posted back, please place any product packaging inside a satchel and do not attach any labelling to the outside of the packaging. If the packaging has been marked or is in unsatisfactory condition there may be a chance that we will be unable to exchange or refund the product.

If your product has been damaged in transit, please contact our customer service team and we will arrange to replace the damaged products.

If you have any problems with the returns process, please do not hesitate to contact our team

Faulty Returns

Items are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Items which are damaged or are affected due to normal wear and tear are not considered faulty.

Upon receiving your item, if your item is faulty (and unworn and unused), you can return it for a replacement or refund within 30 days. It is the consumer's responsibility to inspect all products and inform us of any faults as soon as possible.

If your item is faulty outside of the 30 days or does not meet the above criteria, please contact us as soon as possible so we can guide you through the returns process as quickly as possible. You may be required to send us images of the deemed fault for a preliminary assessment. If deemed a potential fault, we will have the product returned and sent to the original supplier for an assessment. We do our best to move through this process as quickly as possible and try to have a resolution within 14 working days. If deemed a fault by the supplier we will repair, replace or refund the item as required. If your item is not deemed faulty we will ship the item back to you at your cost.

Galaxy Water will always meet our obligations under the Consumer Guarantees Act 1993 to provide a remedy.

Please note that each supplier / manufacturer may have different warranty periods or service standards for faulty products. While we will endeavour to deal with all faulty products promptly, we do not have control over the repairs or assessment process for warranty issues. In some cases, such as most watches, products returned in used condition will be repaired instead of replaced and will not be refunded unless repair is impossible. For more information on your product’s warranty, please refer to the information included with the product.

For further information on warranties and faulty items, please contact our customer service team.

Returns Terms & Conditions

All products returned for refund or exchange must be returned in original saleable condition (unless faulty). Any packaged items must be returned with the original packaging in good condition or may not be accepted (unless faulty).

Gift cards and promo codes cannot be applied to exchanges.

Galaxy Water will not accept any "Collect On Delivery" deliveries. Any returns sent "Collect On Delivery" will have the postage costs deducted from your refund.

For all returns (except faults which is addressed above), we will endeavour to process all returns as quickly as possible. During peak periods, Galaxy Water cannot guarantee returns will be processed within 24 hours. During these periods some exchanges may not be processed if your requested product is out of stock and a refund will be processed instead. We recommend placing a new order online and returning your original items for refund to avoid exchange products selling out. You will receive an email to notify you whether a refund or exchange was made on your return.

Refunds will be credited through your original payment method.

Afterpay, Laybuy & Store Order returns

All orders paid via Afterpay and Layby must be returned to the original store from which the purchase was made to process a refund, otherwise a store credit will be issued. Orders placed in store for delivery to your home must be returned to the store you paid at to process a refund, otherwise a store credit will be issued. This excludes faulty items.

For any further information please contact our customer service team

Last updated August 2022