Returns & Refund Policy

1) Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), being Schedule 2 to the Competition and Consumer Act 2010 (Cth). Where a consumer guarantee is not met:

• For a major failure, you may choose a refund or replacement, and we will bear any reasonable return or collection costs. We will also refund the standard delivery charges you paid, if delivery charges were paid at the time of purchase.
  
  
• For a minor failure, we may (at our option) repair, replace or refund within a reasonable time, at no cost to you for returning a faulty item if return is required.
  

Nothing in this policy limits your statutory rights. Any statement below operates in addition to, and not in substitution for, your ACL rights. Misuse, abnormal use or damage caused by the consumer may limit remedies.

2) Quality assurance & prompt inspection

Our products are manufactured to a high standard (historical defect rate <1%). We recommend you open, set up and test the product promptly upon delivery We recommend setting up the product within 14 days of delivery and reporting any issues promptly. Please contact us as soon as practicable if you believe there is a defect so we can assist swiftly; however, your ACL rights are not cut off by any internal reporting timeframe.

3) If your item is defective, damaged or incorrect (ACL remedies)

• How to lodge a claim: Email info@coody.com.au with your order number and a clear video/photo showing the issue to help expedite assessment. We may ask for reasonable additional information or, where appropriate, to inspect the goods.
• Our obligations:
• Major failure: you choose refund or replacement. We will arrange collection or reimburse reasonable return costs and refund the standard delivery charge you originally paid.
• Minor failure: we will repair, replace or refund within a reasonable time and at our cost for any returns reasonably required for assessment.

Notes on assessment: Assessment & Costs (where no fault is found)
Where it is reasonably necessary, we may request return of the product for inspection. If, after assessment, the product is found not to have a manufacturing defect under the Australian Consumer Law (ACL) and the issue is due to setup error, unfamiliarity with use, or other non-fault causes, we may charge you the reasonable actual costs of collection/return, inspection, and re-delivery. This does not apply where a defect is confirmed, and it does not limit your rights under the ACL.

4) Change-of-mind returns (our voluntary policy)

Change-of-mind returns are not required by the ACL, but we offer the following in Australia:

• Within 24 hours of purchase
  A full refund is available if the order has not yet been lodged with a carrier. If the order has already been lodged with the carrier or dispatched, the product value may still be refundable once the item is returned; however, the original shipping cost is not refundable and the customer must pay the return shipping. Although shipping may be offered free of charge to customers, the actual delivery cost paid to our carrier may be deducted from the refund for change-of-mind returns.
  
  
• Up to 30 days after receiving the item
  Returns for change of mind are accepted only if the product is unused and the packaging remains undamaged. The customer is responsible for return shipping, and the original shipping cost is not refundable. If free shipping was provided, the actual shipping cost incurred by our company may be deducted from the refund. This condition applies only to change-of-mind returns and does not affect your rights under the Australian Consumer Law.
  
  
• Tents & Repacking
  Our tents are machine-packed at the factory and designed to expand once removed from the storage bag. Once the tent has been removed from the bag, unfolded, or inflated, it cannot be repacked to its original factory condition. For this reason, change-of-mind returns are not accepted if the tent has been removed from the product bag, unfolded, or inflated. This condition does not apply to claims made under the Australian Consumer Law (ACL) for faulty products.
  
  
• Return shipping
  For change-of-mind returns, return shipping must be arranged and paid for by the customer.

For all change-of-mind returns, we must first issue written return authorisation. Items returned without prior approval may be refused.

5) Delivery delays & risk

We will provide tracking and assist with carrier enquiries. Delivery delays attributable to the carrier or customs are generally not faults with the goods and do not, by themselves, entitle you to an ACL refund. Once dispatched, cancellation requests on the basis of delay are handled under §4 (change-of-mind). This does not displace any ACL remedy where the goods ultimately fail to arrive within a reasonable time or as promised.

6) Fees, surcharges and refunds

• Payment surcharges (if any) will never exceed our cost of acceptance and are disclosed at checkout.
• When we must refund under the ACL (faulty/major failure): we refund the full price paid for the goods and standard delivery charges. We do not deduct “transaction fees”, “processing fees” or “restocking fees” from ACL refunds. Charging such fees risks being misleading or unfair.
• Change-of-mind refunds: once an order has been lodged with the carrier, the original shipping cost is not refundable and the customer is responsible for return shipping. A 2% restocking fee will also apply and may be deducted from the refund.

7) Examples where remedies may not be available (subject to ACL)

Following assessment, remedies may not apply where issues are caused by: misuse or negligence; abnormal use or conditions (e.g., severe weather events beyond design limits); animal/insect damage; sharp objects, rocky/abrasive surfaces, or improper installation; unauthorised modification; contamination from mould, prolonged damp storage, smoke or improper care; or minor packaging marks from handling/transit. We will always consider the product’s nature, instructions and expected durability.

8) International orders

For customers outside Australia, we generally do not accept change-of-mind returns. Where a return is approved, you must cover all costs, including international return freight, duties and taxes, and any refund is processed net of such charges. This section does not limit any non-excludable rights that may apply under the laws of your local jurisdiction. (Australian customers purchasing from Australia remain protected by the ACL.)

9) How to initiate a return

1. Email info@coody.com.au with order number, reason for return, and (for faults) clear video or photos. (Providing a video of the issue will allow us to process your case more accurately and promptly)
2. We will respond with next steps and, if applicable, a return authorisation and prepaid label or collection (for ACL claims) or instructions for self-shipment (for change-of-mind).
3. Once received and inspected, we will confirm the remedy.
4. Refund timing: if approved, refunds are processed to the original payment method within 10 business days (bank processing times may vary).

*Change-of-mind returns must be arranged by the customer with prior approval, and unauthorised returns may be refused.

10) Proof of purchase

Please retain your tax invoice or other proof of purchase; it assists us to validate and expedite your request.

11) Contact

Coody Australia (DAI INTERNATIONAL PTY LTD)
ABN 34 684 037 661
Email: info@coody.com.au