Refund policy
Indelible House Refund and Warranties Policies
This policy describes the refund and warranties of Indelible House Pty Ltd ABN: 49604709168 (referred to as “Indelible Shop”, “we” or “us”) with respect to goods and or services (Goods) purchased through its website - indelibleshop.com
This document is not the full terms and conditions of supply as it deals only with the refund and warranties element of the purchase. Please review the Terms and
Conditions of supply on our website before proceeding (Terms and Conditions).
If you proceed to purchase goods or services from us, you are deemed to have read and accepted the Terms and Conditions of supply.
1. Orders and Cancellations
Orders
1.1 You can place an order by following the instructions on our Website. Indelible does not hold stock in its premises or warehouses unless it is indicated that we hold the stock.
Indelible is a business that provides products, authentication and provenance services that includes the signing, stamping, provision of QR Code or affixing a unique mark on
Goods with a unique identifiable and traceable solution which authenticates the origin and genuineness of these Goods (Indelible Services).
Indelible sells Goods of other suppliers after providing these suppliers with the Indelible Services.
1.2 Once you confirm the order and payment has been approved, we will send confirmation to the supplier with your purchase details and the supplier will package the Goods and ensure delivery.
Cancellation of Orders
1.3 You may cancel an order for Goods;
(a) (change of mind) after payment but before the time when the order is packed by the supplier and or it is out for delivery. Goods must be unopened, unused and the packaging must not be open or disturbed in any way. Goods must be returned in their original packaging and condition; or
(b) if we breached in a material way a term of the Terms and Conditions; or
(c) if we are unable to deliver your Goods within a reasonable time of the estimated delivery time listed on the website, other than a result of any delay for which you are wholly or partly responsible such as a failure to provide the correct delivery address or to pay for the Goods; or
(d) if for whatever reason, the Goods are no longer available to purchase from our supplier.
1.4 Please note that we endeavour to process the transaction and send an approved transaction immediately to our suppliers who will fulfill the order. Accordingly, cancellation ability is not always dependent on us. If the supplier has a fast turnaround of packaging and sending Goods for delivery, the window of opportunity to cancel the order may be extremely short.
1.5 Once the order is packed or is out for delivery, there is no cancellation or refund for change of mind. If the Goods are defective (see warranty section) you must contact us as soon as you release that the goods are defective to enable us to deal with the defect and ascertain whether it can be remedied.
1.6 We may cancel a transaction if;
(a) we believe, on reasonable grounds, that the transaction is a fraud, unusual, unauthorised or if, without our knowledge when the transaction was conducted, the supplier withdrew its Goods from the Indelible website. We will liaise with you and provide you with details and to the extent possible, we will endeavour to ensure that the transaction is made available to you again;
(b) an event beyond our direct or indirect control, such as storm, fire, flood, earthquake, terrorism, power failure, war, strike, pandemic, governmental action or failure or problems with the internet or third party computer systems, that result in Indelible being unable to supply the Goods within a reasonable time or at all;
(c) Goods ordered were subject to an accidental error on our website, for example, in relation to a description, price, reward or image.
If we cancel the order, all monies paid will be refunded within 72 hours of cancellation but funds may appear in your account later depending on the clearance terms of your financial institution.
Return of Goods
You may initiate a return of Goods within 14 days from the date of delivery. You must follow the process described in this policy to return Goods.
The process to return Goods is as follows;
a. please email shop@indelibleshop.com with the following information:
(i) Order number;
(ii) description of the Goods and quantity;
(iii) indication whether the Goods are unopened, open and unused or damaged (please note – all Goods mush have their original tag and labels. Damaged Goods are covered by our warranty policy and not necessarily return);
(iv) Reason for return (e.g., wrong size, wrong item received, missing item etc). Please note that if you wish to report a defect in the Goods, this is covered under our warranty policy;
b. Once the request is received, we will issue a return shipping label. The return shipping label enables you to attend a post office and send the Goods to us on our account;
c. After the Goods are received and inspected at our distribution centre, we will process the return and send you replacement Goods. We urge you to review the Order and ensure that the goods you ordered are the correct size and description.
2. Your legal rights under Australian Consumer Laws
2.1. Nothing contained in the Terms and Conditions shall be read or applied so as to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy or other obligation implied by the Australian Consumer Law which cannot by law be excluded, restricted or modified. Australian Consumer Law can be found in Schedule 2 to the Competition and Consumer Act 2010. If you are not a consumer as defined in the Australian Consumer Law, our liability to you is solely governed by the Tems and Conditions.
2.2. All the Goods sold on our website come with a manufacturer/supplier/owner warranty. We do not warrant the Goods. We do not own the Goods. We provide/apply the Indelible Services to the Goods and sell these for the owners/suppliers. Any issue with the quality of the Goods must be addressed with the owner of the Goods who is selling these Goods through the Indelible website. We can assist in the process but do not take responsibility or liability for the quality of the Goods or their merchantability or fit for purpose. These issues are the responsibility of the owner of the Goods and are governed by the Australian Consumer Law.
2.3 if the Goods are defective and the defect cannot be remedied, you are entitled to cancel the order and demand a replacement or a refund. If the defect can be remedied, for example, if the Goods can be replaced, we will use best endeavours to liaise with the owner of the Goods and ensure the defective Goods re replaced.
2.4 We warrant that;
(a) we are authorised to sell the Goods;
(b) on completion of the transaction, ownership in the Goods will be transferred to you;
(c) the Goods are sold subject to the owner’s warranties as are relevant by law depending on the Goods (for example alcohol will have different warranties to electronics);
(d) all Goods sold on the Indelible website benefit from the Indelible Services;
(e) we took reasonable care and due diligence to ensure the authenticity and origin of the Goods before applying the Indelible Services to the Goods.
2.5 Except to the extent caused by our negligence or breach of the Terms and Conditions, or as otherwise required by Australia Consumer Law, we will not be liable to you for any loss you sustained as a result of acquiring the Goods or if the loss was as a result of;
(a) information provided to us being wrong, inaccurate or misleading;
(b) if you created an account with us, a misuse of your log in and password;
(c) an error you made in the order of the Goods;
(d) an error you made in the instructions from delivery;
(e) if you wish to cancel the order for the Goods except as otherwise set out in the
Terms and Conditions;
(f) your order has not been received by us due to technology issues; or
(g) if we are unable to process your order due to website or technical issues and the Goods are no longer available for sale or the stock has been depleted when the website is up or technical issues resolved.
2.6 To the extent permitted by law and except as otherwise provided in the Terms and Condition;
(a) we exclude all warranties in relation to the Goods, their merchantability or fitness for purpose and you expressly release us from all liability in relation to the Goods, their use, condition, merchantability and fitness for purpose except as the liability relates to the Indelible Services;
(b) if liability is imposed on us in relation to the Goods, our sole liability is to resupply the Indelible Services and liaise with the supplier of the Goods for any replacement or remedial of defects.
2.7 If the Goods are electronics or household goods and there is a defect with the Goods, we will liaise with the supplier of the Goods and advocate for the replacement of the Goods, however, if the supplier of the Goods refers the Goods to the manufacturer for repairs or assessment, we are bound by their determination as to the appropriate remedial action.
2.8 For Goods other than electronic or household goods, we will liaise with the supplier/owner of the Goods and assist in any resolution of the matter. We will ensure that all suppliers and owners who sell through the Indelible Shop are aware of and agree to this policy and are bound by Australian Consumer Law.
2.9 If you acquire Goods that are supplied from an overseas supplier, we will inform you of this fact as different warranty rules may apply. This will be determined individually per Goods sold.
2.10 If you dispute any aspect of the Indelible Services, you can order a testing of the Indelible Services. If the testing support your claim, we will either reapply the Indelible Services and ensure that the Goods are entitled to benefit from the Indelible Services or ensure you receive replacement Goods that can benefit from the Indelible Services. You will not be charged for that service. If the test does not support your claim, we reserve the right to charge you for the testing and any delivery and collection fees we incur.
End of Policy
Last updated 19/02/2026