Refund policy

We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.

Change of mind returns

To be eligible for a return due to change of mind, your item must be:

  • Unopened, unused, and in its original packaging
  • In the same condition that you received it
  • Accompanied by proof of purchase

To start a return, contact us at hello@suupaplumpco.com.au. Returns must be approved before being sent.

Please note:

  • Return shipping costs are the responsibility of the customer (unless the item is faulty or incorrect)
  • Items sent back without prior approval will not be accepted

Damages and issues

Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or incorrect.

We will assess the issue and provide a suitable resolution, which may include a replacement, refund, or store credit.

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 they fail to be of acceptable quality and the failure does not amount to a major failure.

Non-returnable items

We do not accept change-of-mind returns for:

  • Sale items
  • Gift cards

Exchanges

We do not offer direct exchanges. The fastest way to receive a different item is to return your original item (if eligible) and place a new order.

Refunds

We will notify you once we’ve received and inspected your return.

If approved, refunds will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at hello@suupaplumpco.com.au.