Returns, Refunds & Warranty Policy
Returns, Refunds & Warranty Policy:
At The Pamper Palace, we want your shopping experience to be simple, fair and stress-free. Please read the following policy carefully before making a purchase.\
1. Change of Mind Returns
Please choose carefully before placing your order.
We do not offer refunds, exchanges or store credits for:
· Change of mind
· Incorrect selection or ordering the wrong item
· Preference changes after purchase
· Reactions or sensitivities to products
· Items no longer wanted
This policy does not exclude your rights under the Australian Consumer Law.
2. Faulty, Damaged or Incorrect Items
If you receive an item that is:
· Faulty
· Damaged in transit
· Dead on arrival
· Incorrectly supplied
please contact us as soon as possible so we can assist you promptly.
Depending on the issue, we may offer:
· A replacement
· A repair
· A refund
· Store credit
in accordance with Australian Consumer Law and manufacturer warranty guidelines.
3. How to Request a Return (Step-by-Step)
Step 1 — Contact Us
Email our customer service team at: Admin@pamperpalace.com.au
Please include:
· Your order number
· A description of the issue
· Clear photos or a short video showing the fault, damage or incorrect item
Please do not send your item back before contacting us first, as this helps us process your return faster and correctly.
Step 2 — Wait for Return Approval
One of our customer service representatives will review your request and contact you with:
· Return instructions
· Warranty information (if applicable)
· Your return shipping details
Step 3 — Pack Your Item Securely
Please pack your item carefully to avoid damage during transit.
You may use:
· The original packaging, or
· A suitable alternative box or satchel
Items must be returned with:
· All accessories
· Original contents where possible
· Proof of purchase
Step 4 — Send Your Return
Once approved:
· Attach the supplied return label (if provided)
· Lodge the parcel at an Australia Post outlet or post box
We strongly recommend using tracked postage for all returns.
For high-value items, insurance is recommended at your discretion.
Please email us your tracking number once your parcel has been sent.
Step 5 — Return Processing
Returns from metro areas generally arrive within 7 business days, however regional and remote areas may take longer.
Once your return arrives:
· We aim to process it within 2 business days
· We will notify you once your return has been completed
Approved outcomes may include:
· Replacement
· Repair
· Refund
· Store credit
depending on the assessment result.
4. Warranty Information
Many products sold by The Pamper Palace are covered by manufacturer warranties.
Warranty periods vary depending on the product and manufacturer.
Please note:
· Warranty decisions are made by the manufacturer
· Manufacturers may choose to repair or replace items at their discretion
· Warranty claims may be denied if damage is caused by misuse, accidental damage, improper handling or user error
If a warranty claim is approved:
· The item may be repaired or replaced
· Return shipping arrangements will be advised during the process
If a warranty claim is denied:
· Customers may choose to pay for repairs (where available)
· Customers will be responsible for return shipping costs
While we cannot control manufacturer assessment or repair timeframes, we will always do our best to assist and keep you updated throughout the process.
5. Dead on Arrival (DOA) Items
Items deemed “dead on arrival” must be reported within 7 days of delivery.
Once assessed and approved, we will arrange a replacement, repair or refund where applicable.
6. Important Return Conditions
To ensure a smooth return process:
· Returned items must be packaged safely
· Customers are responsible for ensuring returned items arrive safely
· The Pamper Palace is not responsible for lost return parcels
· Customers are responsible for retrieving items deemed not faulty or outside eligible return conditions
· Return postage for rejected claims or unacceptable returns will not be covered
7. 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
· Compensation for any other reasonably foreseeable loss or damage
· Have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure
8. Need Help?
Our customer service team is here to assist you.
Email: Admin@pamperpalace.com.au
Business Hours:
Monday to Friday
10:00am – 4:00pm AEST
(Excluding NSW & National Public Holidays)