Returns & Refunds Policy

Living Whole Australia operates in full accordance with the Australian Consumer Law (ACL). Nothing in this policy or our Terms and Conditions excludes, restricts, or modifies any non-excludable statutory condition, warranty, guarantee, right, or remedy conferred on you by Schedule 2 of the Competition and Consumer Act 2010 (Cth) or applicable state and territory legislation. All goods and services are supplied subject to these statutory consumer guarantees.

1. Change of Mind & Discretionary Returns

Living Whole Australia is not required to provide an automatic refund or exchange for change of mind, incorrect choice, or subjective expectations where the product functions as described and meets statutory standards of acceptable quality.

  • Performance as Represented vs. Subjective Preference: Appliances and products that operate in accordance with their product description, specifications, and representations cannot be returned due to subjective personal taste, sensory preference, or differing personal expectations.
  • Written Consent Required: Any discretionary return or order alteration requires prior written consent from Living Whole Australia and is granted at our sole discretion.
  • Ineligible Change-of-Mind Items: For health, hygiene, and product integrity reasons, the following items are strictly excluded from discretionary change-of-mind returns:
    • Opened consumables (e.g., filters, filter media, activated carbon, mineral sachets, cleaning crystals).
    • Personal care, wellness, or hygiene items once unsealed or used.
    • Custom-made items, goods cut to length, or items sourced under a firm, special customer order.
    • Goods altered, misused, or physically damaged after delivery.
  • Change-of-Mind Conditions: Where a discretionary change-of-mind return is approved in writing:
    • The request must be made within 14 days of physical receipt.
    • The item must be unused, unwashed, in brand-new re-sellable condition, and in its complete, undamaged original packaging with all included parts, accessories, and manuals.
    • Outbound and return shipping costs are non-refundable and remain the customer’s responsibility.

2. Order Cancellations (Prior to Dispatch)

  • If you wish to cancel or amend an order before dispatch, please notify us immediately. We will make every reasonable effort to halt fulfillment prior to carrier collection.
  • Where an order cancellation is accepted prior to dispatch, Living Whole Australia reserves the right to retain a reasonable administrative processing fee (up to 10% of the invoice value) to cover unrecoverable merchant gateway transaction fees and packing administration costs.

3. Warranty Assessments & Defective Goods

If you believe a product purchased from Living Whole Australia is faulty, damaged on arrival, or not operating as described, please follow our assessment process:

  • Return Authorisation (RA): Contact our customer support team to receive an RA number and the designated service centre or distributor address. Items returned without an RA reference cannot be accepted at our facilities.
  • Assessment Procedure: Returned products will be inspected and tested by our technical team or the authorised brand distributor to assess mechanical operation, component integrity, and performance against representations.
  • Assessment Outcomes:
    • Verified Major Failure: If the product has a manufacturing defect, major failure, or fails to match description/representations, you are entitled to your choice of a full refund (including standard original shipping) or a replacement. We will also reimburse reasonable standard return postage costs upon presentation of a valid carrier receipt.
    • Verified Minor Failure: If the defect is minor, we will repair the item, supply replacement parts, or provide a replacement within a reasonable timeframe at no charge.
    • No Fault Found: If the product is assessed and confirmed to be fully functional, free from defects, and operating as described and represented, no refund or statutory replacement will be issued. The product will be returned to you, with re-delivery shipping costs payable by the customer.
  • Warranty Provider & Claims Procedure:
    • Entity: The Trustee for The Tandy Solutions Trust trading as Living Whole Australia (ABN: 21 938 615 435)
    • Email: support@livingwhole.com.au
    • Phone: 07 5391 3866
    • Address: Return postal address to be advised via email.
    • To submit a claim, contact our support team with your order number, installation details, and photographs/description of the issue. Where an assessment confirms a covered defect, Living Whole Australia will repair the component, provide a replacement part/unit, or issue an appropriate statutory remedy in accordance with the ACL

4. Return Packaging & Shipping Responsibilities

  • Protective Packaging for Warranty Assessment: When returning an item for assessment, you must package the product securely to prevent transit damage. While original packaging is preferred, any packaging used must provide adequate structural protection. Damage caused by inadequate transit packaging is not covered under warranty.
  • Independent Testing: If a customer disputes a “No Fault Found” technical assessment and elects to obtain independent third-party laboratory analysis, the initial costs are borne by the customer. If accredited testing independently proves a manufacturing defect or statutory failure, Living Whole Australia will reimburse reasonable, documented testing costs in accordance with Section 259(4) of the ACL.

5. Refunds & Processing

Goods cannot be returned in person to our administrative offices; all returns must be routed via registered post or courier to the nominated service facility.

Approved refunds will be credited back via the original payment method used at the time of purchase (credit card, bank transfer, or merchant gateway) within 3–5 business days of confirmation.