Refund policy

RETURNS, REFUNDS AND ORDER CANCELLATIONS POLICY

Last updated: 11th June 2026

 

SECTION 1 - OVERVIEW

At SOFT99 Australia, we want you to shop with confidence.

This policy explains your options for order cancellations, change-of-mind returns, digital products, store credits, refunds, exchanges, and your rights under Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies any rights, guarantees, remedies, or consumer protections available under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.

 

SECTION 2 - CHANGE OF MIND RETURNS

Although we are not required to accept change-of-mind returns, we offer a 30-day change-of-mind return policy for eligible products.

To qualify for a change-of-mind return:

  • The return request must be made within 30 days of delivery.

  • The product must be unused, unopened, and undamaged.

  • Any seals, shrink wrap, tamper-evident packaging, or protective packaging must remain intact and unbroken.

  • The product must be returned in its original packaging with all supplied components, accessories, documentation, inserts, and promotional items included.

  • The product must be in a condition suitable for resale as new.

  • Proof of purchase must be provided.

Change-of-mind returns will not be accepted if:

  • The product has been opened, used, tested, installed, or damaged after delivery.

  • Any seal or tamper-evident packaging has been broken or removed.

  • Parts, accessories, documentation, packaging, or included items are missing.

  • The product is not returned in a resalable condition.

  • The return request is made outside the stated return period.

Approved change-of-mind returns are not eligible for a refund or exchange.

Instead, a store credit equal to the purchase price of the returned product will be issued for use on the SOFT99 Australia website.

Any shipping, delivery, handling, insurance, or other service charges associated with the original order are non-refundable and will not be included in the store credit.

Customers are responsible for all costs associated with returning change-of-mind items.

 

SECTION 3 - DIGITAL PRODUCTS

Unless otherwise stated, digital products include downloadable files, digital guides, digital content, software licences, access codes, subscriptions, memberships, and other electronically delivered products.

Due to the nature of digital products, all sales of digital products are final.

Change-of-mind returns, exchanges, store credits, and refunds are not available for digital products where:

  • You change your mind.

  • You purchase the wrong product.

  • You no longer require the product.

  • You fail to read the product description prior to purchase.

  • You incorrectly assume the product includes features, content, compatibility, functionality, or benefits that are clearly not stated in the product description.

We make reasonable efforts to ensure digital product descriptions contain sufficient information to allow customers to make an informed purchasing decision before completing their purchase.

Nothing in this section excludes, restricts, or modifies any rights or remedies available under Australian Consumer Law. Where a digital product is faulty, defective, not supplied as described, or otherwise fails to meet a consumer guarantee that cannot be excluded by law, we will provide an appropriate remedy in accordance with Australian Consumer Law.

 

SECTION 4 - ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible.

Orders may be cancelled before dispatch.

If an order has already been dispatched, it cannot be cancelled and will instead be treated in accordance with this Returns, Refunds and Order Cancellations Policy.

 

SECTION 5 - FAULTY, DAMAGED OR INCORRECT PRODUCTS

If you receive a product that:

  • is faulty;

  • arrives damaged;

  • is not of acceptable quality;

  • differs significantly from its description; or

  • was supplied incorrectly due to our error,

please contact us as soon as reasonably possible so we can assess the issue and assist with an appropriate resolution.

We may request supporting information, including photographs, product details, serial numbers where applicable, or proof of purchase.

Where a remedy is available under Australian Consumer Law, we will assess the issue and determine the most appropriate resolution in accordance with our legal obligations and the nature of the issue.

Depending on the circumstances, available remedies may include:

  • troubleshooting assistance;

  • replacement of missing or damaged components;

  • repair;

  • replacement of the product;

  • exchange for another product;

  • store credit where appropriate and agreed; or

  • refund where required by law or otherwise determined by us.

 

SECTION 6 - AUSTRALIAN CONSUMER LAW

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies available under Australian Consumer Law.

 

SECTION 7 - REFUNDS

Refunds are not available for approved change-of-mind returns.

Where a refund is approved or required under Australian Consumer Law, it will generally be issued using the original payment method used for the purchase unless otherwise agreed.

Refund processing times may vary depending on your payment provider, financial institution, or payment method.

 

SECTION 8 - STORE CREDIT

Store credit is the sole remedy available for approved change-of-mind returns.

Store credits issued under this policy:

  • are issued in Australian Dollars (AUD);

  • are non-transferable;

  • are not redeemable for cash; and

  • may only be used on the SOFT99 Australia website unless otherwise required by law.

Store credit issued for approved change-of-mind returns will generally be issued for the purchase price of the returned product only, excluding any shipping, delivery, handling, insurance, or other service charges.

 

SECTION 9 - HOW TO REQUEST A RETURN OR REFUND

To request a return, refund, store credit, exchange, cancellation, or assistance with a product issue, please contact us via our Contact page or by emailing:

contact@autodetailingsupplies.com.au

Please include:

  • Your order number.

  • Proof of purchase.

  • A description of the issue or reason for the request.

  • Supporting photographs where relevant.

Further instructions will be provided where applicable.

 

SECTION 10 - POLICY CHANGES

We may update this policy from time to time by publishing an updated version on our website.

The version published on our website at the time of your request will apply unless otherwise required by law.