Refund policy
We want you to love what you buy from Tidyroo. If something isn't right, here is exactly how cancellations, returns and refunds work.
Cancelling an order
You can cancel your order within 12 hours of placing it for a full refund. Email support@tidyroo.co with your order number. After 12 hours your order may already be on its way, and the returns process below applies.
Change-of-mind returns
You can return an item within 14 days of delivery if you change your mind, provided that:
- the item is unused, in its original condition and packaging;
- you contact us first at support@tidyroo.co with your order number, so we can give you the return address and instructions.
We do not provide return labels. Return shipping is arranged and paid by the customer. We recommend using a tracked service, as we can't refund parcels that don't reach us. Original shipping costs are not refunded for change-of-mind returns.
Damaged, faulty or wrong items
If your order arrives damaged, faulty, or you received the wrong item, please tell us within 7 days of delivery with your order number and a photo of the problem. In that case we take care of everything at our cost: 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.
Refunds
Once your return is received and checked, we will email you to confirm. Approved refunds go back to your original payment method within 5 business days. Your bank may take a few extra days to show the refund.
Your rights under the Australian Consumer Law
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 will look after you in line with these rights.
Questions?
Email support@tidyroo.co and a real person will reply within 24 business hours.