Eligibility for Returns
1.1 Secure Packaging Solutions offers a 14-day return window from the date of delivery for eligible products.
1.2 To qualify for a return, items must be unused, in their original packaging, and in resalable condition.
1.3 The following items are non-returnable:
- Custom-made or special-order products
- Clearance or discounted items
- Items damaged due to misuse or improper storage
- Bulk orders (unless faulty or incorrectly supplied)
Return Process
2.1 Customers must contact Secure Packaging Solutions via email at accounts@securepackaging.com.au within the return window, providing:
- Invoice number
- Item details and quantity
- Reason for return
2.2 Upon approval, Secure Packaging Solutions will provide a confirmation email and shipping instructions.
2.3 Customers are responsible for return shipping costs unless the return is due to an error by Secure Packaging Solutions.
2.4 Customers may request an exchange instead of a refund, subject to stock availability and at our discretion. Additional shipping charges may apply.
Refunds & Restocking Fees
3.1 Refunds will be processed within 5-7 business days after the returned goods are inspected and approved.
3.2 A 15% restocking fee may apply to returns that are not due to a fault or error on our part, including but not limited to change-of-mind returns. The application of this fee is at our discretion.
3.3 Refunds will be issued via the original payment method, excluding shipping fees. Store credit may be offered as an alternative.
3.4 Refunds for bulk orders will be reviewed on a case-by-case basis.
Faulty or Incorrect Products
4.1 If a product is faulty or incorrect, customers must notify Secure Packaging Solutions within 48 hours of delivery, providing photographic evidence.
4.2 Secure Packaging Solutions will arrange for a replacement, refund, or store credit upon verification.
Policy Update
5.1 We reserve the right to amend this Returns Policy at any time. Any changes will be effective immediately upon being published on our website or otherwise communicated to customers. It is the customer's responsibility to review the policy periodically to stay informed of any updates.