Refund policy

Dust Mite Allergy Solutions
ABN: 72 586 099 031
dustmiteallergysolutions.com.au
Last updated: May 2026
Governed by the laws of Queensland, Australia

Australian Consumer Law Notice: This policy applies to change-of-mind returns and sets out our voluntary processes. It does not limit, restrict or modify any right or guarantee you have under the Competition and Consumer Act 2010 (Cth), Schedule 2 — Australian Consumer Law. Under the ACL, our products come with consumer guarantees that cannot be excluded, including that goods are of acceptable quality, fit for purpose and match their description.

1. Change-of-Mind Returns

We offer a 14-day change-of-mind return window from the date you receive your item. To be eligible, your item must meet the Return Eligibility Criteria set out in Section 3.

The following conditions apply to all change-of-mind returns:

  • Return shipping costs are at your expense.
  • A 10% restocking fee applies, calculated on the purchase price of the returned item. A minimum restocking fee of $10 applies where 10% of the purchase price is less than $10.
  • Original shipping costs are not refunded.
  • You must obtain return authorisation before sending any item back.

This 14-day window applies to change-of-mind returns only. It does not limit your rights under the Australian Consumer Law for faulty, damaged or misdescribed products.

We reserve the right to decline future transactions from customers who repeatedly abuse our change-of-mind returns policy.

2. Change-of-Mind Exclusions — Hygiene, Safety & Electrical

Important: The following items cannot be returned for change of mind. This exclusion applies to change-of-mind returns only and does not affect your rights under the Australian Consumer Law for faulty, damaged or misdescribed goods.

Hygiene exclusions: The following items cannot be returned for change of mind due to hygiene and safety considerations. Once used or opened, these items cannot be resold:

  • Pillows and pillowcases
  • Pillow protectors
  • Mattresses and mattress toppers
  • Mattress covers and protectors
  • Bedding, bed sheets, quilts and blankets

Electrical goods exclusions: All electrical appliances and goods cannot be returned for change of mind. This includes, but is not limited to, air purifiers, steam cleaners, vacuums and any other electrical product sold on this website.

Once an electrical appliance has been opened or used, internal components, including filters, may have contacted airborne particles, debris or other material and cannot be resold. Unopened electrical goods are also excluded from change-of-mind returns as we are unable to verify the condition of internal components without opening the unit.

3. Return Eligibility Criteria

To be eligible for a change-of-mind return, your item must meet all of the following criteria when it is received back by us:

  • It must be in the same condition as when you received it — unworn, unused and unaltered.
  • It must include all original tags, packaging and accessories.
  • You must provide proof of purchase, such as an order number or receipt.

Items that do not meet these criteria will not be accepted for return.

4. How to Start a Return

To initiate a return, contact us at info@dustmiteallergysolutions.com.au with the following information:

  • Your order number
  • Date of purchase
  • The item or items you wish to return
  • Reason for return

Do not send any item back before receiving written return authorisation from us. Items returned without authorisation will not be accepted and may be returned to sender at their expense.

5. Return Authorisation & Shipping

Once we assess your return request and confirm eligibility, we will issue written return authorisation within 3 business days. This authorisation will include:

  • Confirmation that your return has been approved
  • Our warehouse return address and specific return instructions
  • Any relevant shipping guidance

We recommend using a trackable shipping service for all returns. We are not responsible for items lost or damaged in transit back to us. Please package the item securely, ideally in its original packaging.

For high-value returns, we strongly recommend purchasing shipping insurance. We are not liable for items lost or damaged in transit to us where the customer arranged and paid for return shipping.

6. If Your Return Fails Inspection

Upon receiving your returned item, we will inspect it against the Return Eligibility Criteria in Section 3. If the item does not meet the eligibility criteria, we will notify you within 3 business days and provide the following options:

  • We return the item to you at your expense; or
  • We retain the item and no refund is issued.

If we do not receive a response to our notification within 14 days, we reserve the right to dispose of or donate the item without further notice.

We reserve the right to reject any return where the item received does not match the original order, and to report suspected fraudulent returns to relevant authorities. We will not issue a refund for items that fail inspection or that do not match the original purchase.

7. Refunds & Chargebacks

Once your returned item is received and passes inspection, we will notify you and process your refund within 5 business days. Refunds are issued to your original payment method. Please allow additional time for your bank or card provider to process the refund.

Refunds for change-of-mind returns will reflect the purchase price of the returned item less the 10% restocking fee. Original shipping costs are not refunded.

Refunds for faulty, damaged or misdescribed products under the ACL will be processed within 5 business days of our assessment being completed and the remedy being agreed.

We encourage customers to contact us directly before initiating a chargeback or payment dispute with their bank or card provider. We are committed to resolving issues promptly and directly, and a chargeback may complicate or delay resolution.

8. Faulty, Damaged or Incorrect Items — Your ACL Rights

Your statutory rights are fully preserved. If you receive a product that is faulty, defective, damaged, or not as described, you have rights under the Australian Consumer Law regardless of the product type, how long you have had it, or whether the item appears on the hygiene exclusion list.

Please contact us as soon as practicable after discovering a fault or issue at info@dustmiteallergysolutions.com.au with:

  • Your order number, order confirmation email, or a bank statement showing the transaction
  • A description of the fault or issue
  • Photographs or video where possible

We recommend notifying us of any fault or damage within 30 days of discovery. However, your ACL rights are not limited by any reporting timeframe and apply for a reasonable period from the date of purchase, depending on the nature of the product and the fault.

We will assess all fault claims within 10 business days of receiving your notification and any required supporting evidence. We will offer a repair, replacement or refund as appropriate under the ACL.

Where we ask you to return a faulty item, we will cover the cost of return shipping and provide you with a return shipping label or arrange courier collection.

For incorrect items received, contact us as soon as possible and we will arrange to send the correct item and organise return of the incorrect one at our expense.

Electrical products: If a faulty electrical product poses an immediate safety risk, such as a damaged power cord, overheating or sparking, do not use it and do not attempt to return it without contacting us first. 

9. Damaged Delivery

Please inspect your delivery on arrival. If the outer packaging is visibly damaged, we recommend noting this before signing for the delivery and photographing the packaging before opening. Contact us immediately if the contents are damaged.

If the delivery box is significantly damaged, you may decline to accept the consignment and contact us immediately. We will arrange a replacement delivery or issue a full refund at our discretion.

10. Order Cancellation

If you need to cancel an order, contact us immediately at info@dustmiteallergysolutions.com.au. We will attempt to cancel orders that have not yet entered picking or packing, but cannot guarantee cancellation once an order has been submitted to our fulfilment process.

Where an order has been processed and picking or packing has commenced but the order has not yet been dispatched, a 10% cancellation fee applies, calculated on the purchase price of the order. This fee does not apply where cancellation is due to our error, a product fault, or any circumstance where you are entitled to cancel under the Australian Consumer Law.

Where your order is fulfilled via drop-shipping by one of our suppliers, cancellation may not be possible once the order has been transmitted to the supplier. We will make every reasonable effort to intercept the order but cannot guarantee cancellation after transmission. Your ACL rights are unaffected.

Once an order has been dispatched, it cannot be cancelled. Please refer to our change-of-mind return policy if you wish to return the item on receipt.

11. Sale Items

Sale items are subject to the same return, refund and warranty terms as full-price items. Being a sale item does not affect your rights under the Australian Consumer Law or our change-of-mind return policy.

12. Gift Purchases

If you received an item as a gift and wish to return it, the return must be initiated by the original purchaser or with their cooperation, as the refund will be issued to the original payment method.

ACL rights for faulty or misdescribed goods apply to the recipient of a gift as well as the original purchaser.

13. Warranty

All products sold by Dust Mite Allergy Solutions come with consumer guarantees under the Australian Consumer Law that cannot be excluded, restricted or modified. Nothing in this warranty section limits those rights.

In addition to your ACL rights, we offer the following voluntary warranty against defects in materials and workmanship under normal use:

Product category Voluntary warranty period
Bedding encasements and protectors 12 months from date of purchase
Electrical appliances, including air purifiers, vacuums and steam cleaners 12 months from date of purchase
All other products 3 months from date of purchase

Where a product is found to be defective within the voluntary warranty period, we will offer a repair, replacement or refund as appropriate to the circumstances and in accordance with the Australian Consumer Law. Return shipping costs for warranty claims are covered by us.

This voluntary warranty is available to the original purchaser only and is not transferable. This limitation applies to our voluntary warranty only — ACL consumer guarantee rights are not affected.

Our voluntary warranty remedy is provided once per product. Where a repaired or replaced product subsequently fails for the same reason within the original warranty period, we will assess the matter on its merits and in accordance with the ACL.

This voluntary warranty does not cover:

  • Damage caused by misuse, abuse, neglect or failure to follow product instructions or safety guidelines
  • Normal wear and tear
  • Accidental damage or damage caused by natural disaster
  • Unauthorised modifications, repairs or use of non-approved parts
  • Consumable components that require periodic replacement through normal use, such as filters and bulbs, unless the consumable fails within an unreasonably short time after purchase
  • Damage caused by failure to follow the product’s care or washing instructions

To make a warranty claim: Contact us at info@dustmiteallergysolutions.com.au with your order number, a description of the issue and any supporting photographs.

14. Dispute Resolution

If you have a concern about your return, refund or warranty claim that has not been resolved to your satisfaction, please contact us directly in the first instance:

Email: info@dustmiteallergysolutions.com.au

15. Contact Us

For all returns, refund requests, warranty claims and related enquiries:

Dust Mite Allergy Solutions
ABN: 72 586 099 031
Email: info@dustmiteallergysolutions.com.au
Website: www.dustmiteallergysolutions.com.au

© 2026 Dust Mite Allergy Solutions. Nothing in this policy excludes, restricts or modifies any right or guarantee under the Australian Consumer Law or any other applicable Australian law that cannot lawfully be excluded. This policy should be read together with our Terms of Service, Disclaimer and Privacy Policy.