Returns & Refunds

Cancel an order

Changed your mind? You can cancel your order within 12 hours of placing it, for a full refund. Just email support@tidyroo.co with your order number. After 12 hours, your order may already be on its way, so the returns process below applies.

Change-of-mind returns

1. Email support@tidyroo.co within 14 days of delivery, with your order number and the reason for your return.
2. We reply within 24 business hours with the return address and instructions.
3. You send the item back using the carrier of your choice. We recommend a tracked service, as we can't refund parcels that don't reach us.
4. Once we receive and check the item, we refund the product price to your original payment method within 5 business days.

Conditions

• Items must be unused, in their original condition and packaging.
• We do not provide return labels. Return shipping is arranged and paid by the customer.
• Original shipping costs are not refunded for change-of-mind returns.

Damaged, faulty or wrong item?

If your order arrives damaged, faulty, or we sent the wrong item, let us know within 7 days of delivery with your order number and a photo of the problem. In that case, it's on us: we take care of everything at our cost, with a free replacement or a full refund including shipping. You won't pay anything to send it back, and often you won't need to send it back at all.

Your rights

Our goods come with guarantees that cannot be excluded under the 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If a product develops a fault after the first 7 days, contact us and we'll look after you in line with these rights.