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Returns Policy (and Consumer Information)

Criteria for returns

If a consumer product or service you buy fails to meet a consumer guarantee, where you have made a consumer purchase, then you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you're entitled to will depend on whether we at PicoGirl confirm if there is a major or minor issue. You will need to apply to us in writing and provide us with all our requested information about the product so that we can assess your claim. If we cannot confirm your problem is minor or major then there will be no refund in part or in full.

Repair, replacement or refund

You can ask for your preference of a free repair, replacement or refund, but you are not always entitled to one. For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase, had no use for it, or wanted to buy something else in it's place.

 

If you have a minor problem (as confirmed by us at PicoGirl) with a product or service, we can choose to give you a free repair instead of a replacement or refund. When you have a  major problem (as confirmed by us at PicoGirl)  with a product, you have the right to ask for your choice of a replacement or refund. For a confirmed major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund.

Repairs

If the problem with a product or service is deemed by us to be minor, then you must accept a free repair if we at PicoGirl offer you one.

Repair notices

Under the Australian Consumer Law, if we at PicoGirl accept your goods for repair then we will provide you with a repair notice when:

  • the goods being repaired are capable of retaining user-generated data, for example, mobile phones, computers, portable music players and other similar electronic goods
  • it is our choice to supply refurbished goods rather than repair defective goods, or to use refurbished parts in the repair of defective goods.

The consumer must receive the repair notice in writing before the goods are accepted by us at PicoGirl for repair.

Replacements and refunds

You can ask for a replacement or refund if the problem with the product is deemed by us at PicoGirl to be major.

Replaced products will be of an identical type to the product originally supplied. Refunds will be the same amount you have already paid minus our discretionary costs associated to the following factors:

  • time of use in a comparitive leasing arrangement of the product
  • type of product and whether it was imported particularly for your request, as such the importing costs may be taken into account
  • how the consumer has likely used the product will be equated to value received in part or full
  • the length of time for which it is reasonable for the product to be used and the associated depreciation
  • the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable will be factored

For a major problem with services you can cancel the contract and obtain a refund or seek compensation for the drop in value of your services provided compared to the price paid.

What is a major problem?

A product or good has a major problem, when it is confirmed by us at PicoGirl, and when it can be proven that:

  • it has a problem that would have stopped someone from buying it if they’d known about it
  • it is significantly different from the sample or description
  • it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
  • it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
  • it is unsafe.

A service has a major problem, when it is confirmed by us at PicoGirl, and when it can be confirmed by us at PicoGirl that:

  • it has a confirmed problem that would have stopped someone from buying it if they’d known about it
  • it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
  • it does not meet the specific purpose you asked for and cannot easily be fixed within a reasonable time
  • it creates an unsafe situation.

Returning the product

You are entitled to return a product if you prove to us that there is a problem and when we have suitably confirmed that the problem is legitimate. You are responsible for paying to return the product. You are entitled to recover reasonable postage or transportation costs from us at PicoGirl if the product is confirmed to have a problem by us at PicoGirl and you will need to provide a valid receipt.

 

You do not have to return products in the original packaging in order to get a refund, but you do have to return the products in the same quality that they were provided, and without any modifications.

If the product is found not to have a problem by us at PicoGirl or that the product is returned in an unsatisfactory condition, then you will be required to pay the transport and/or inspection costs, and there will be no refund. In this circumstance, we may graciously offer a partial corresponding payment for the product as us purchase a 2nd hand item from you. If this offer is not accepted, then you will need to pay to either have the product shipped back to you or pay to have it disposed of by us within 14 days of our offer.

'No refund' signs and expired warranties

We do not state policies about ‘No refunds’ or ‘No refunds or exchanges on sale items because they are unlawful in Australia. We at PicoGirl will not give you a refund or exchange if you simply change your mind.

If you think this is you, then please apply to us in writing about your problem and we will endeavour to investigate your situation according to this Return Policy.

If we confirm that you do have a legitimate problem then it will be covered under the consumer guarantee even beyond the expiry date. 

Exceptions to guarantees

Consumer guarantees automatically do not apply if you:

  • got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it
  • misused a product in any way that caused the problem
  • knew of or were made aware of the faults before you bought the product
  • asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted

Rights to a repair, replacement, refund, cancellation or compensation automatically do not apply to items:

  • worth more than $40 000
  • bought purely for business use, such as machinery or farming equipment
  • you plan to on-sell or change so that you can re-supply as a business
  • bought as a one-off from a private seller, for example at a garage sale or fete (but you do have rights to full title, undisturbed possession and no unknown debts or extra charges)
  • bought at auction where the auctioneer acted as an agent for the owner (but you do have rights to full title, undisturbed possession and no unknown debts or extra charges).

Time period for returns

We will accept returns that are received within 14 days of us confirming the fault with you. If the product is not returned within this time frame then it will automatically not be accepted.

Processing Time

If we confirm the problem is legitimate and choose to give a refund whether partial or full, then we will endeavor to make the refund payment within 30 days from the time that we have confirmed the problem.

Contact Details

 

Please send us your Return request - Use our online Contact form as it is the fastest way and your details will be emailed direct to our customer team.