Return Policy

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be satisfied with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

Change of mind returns

E Halona don't accept any returns of products under the change of mind returns policy under any circumstances. 

We may offer you an exchange (for other colors/styles in same products), providing that:

  • You produce your E Halona online tax invoice or other adequate proof of purchase at the time you exchange the item
  • The item must not have been used or damaged in any way including that
    1. It is in its original packaging including manuals, pamphlets and all accessories;
    2. It is unopened, unused and in its original saleable condition

Other returns

E Halona will accept product returns and provide you with an exchange, refund or repair where:

  • The product is faulty or is not of acceptable quality, or
  • Significantly different to those shown or described to you, or
  • The product is not fit for its intended purpose, or
  • The product is unsafe, and
  • You can present your E Halona online tax invoice or other adequate proof of purchase.

E Halona may elect to return the product to the manufacturer to determine the nature of the problem. E Halona reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.

To start a return, you can contact us at customerservice@cargobyus.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservice@cargobyus.com.au.

Damages and issues

Even though great care is taken in the shipping process, if your item(s) arrives damaged, please contact our Customer Service Team to assess the damage and to work out a solution. You may be requested to provide photograph of your item(s) and/or delivery package to aid a speedy resolution.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can reach our CS team by Shopify online Chat or simply fill out below form.