INDEPENDENCE STORE
Refund and Returns Policy
Effective: August 2026
Please choose products carefully. Many of our suppliers do not accept change-of-mind returns. Any return requires prior written approval from Independence Store.
Thank you for shopping with Independence Store. Independence Store works with a range of third-party suppliers, many of whom dispatch products directly to customers. Return conditions vary between suppliers and products.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
1. Change-of-Mind Returns
Many of our suppliers do not accept returns when a customer changes their mind, orders the wrong product, finds the product unsuitable or no longer requires it. A change of mind does not automatically entitle a customer to a return, exchange or refund.
Change-of-mind returns are not guaranteed. Each request will be assessed individually under the applicable supplier's return policy. To request a return, contact Independence Store within 30 calendar days of receiving the product.
If a change-of-mind return is accepted, all of the following conditions apply:
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A restocking fee of up to 35% of the product's purchase price will apply.
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The customer is responsible for all return shipping, handling, insurance and associated delivery costs.
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The restocking fee applies in addition to the return shipping and other applicable delivery costs.
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The original delivery charge will not be refunded.
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The product must be unused, undamaged and in a resaleable condition.
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The product must be returned in its original packaging with all accessories, manuals, components and promotional items.
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Proof of purchase must be provided.
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Prior written return authorisation must be obtained from Independence Store.
The applicable restocking fee will be confirmed as part of the return assessment and deducted from the approved refund. Products sent without written return authorisation may be refused and returned to the customer at the customer's cost.
2. Products That Cannot Be Returned for Change of Mind
Depending on the product and supplier, change-of-mind returns may not be accepted for:
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Mobility, healthcare and assistive-technology products.
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Personal hygiene and sanitary products.
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Bathroom, toileting, bedding or continence products.
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Products that have been opened, assembled, installed, used or tested.
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Custom-made, personalised or specially ordered products.
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Clearance, discontinued or final-sale products.
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Products damaged after delivery.
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Products that cannot be resold for health, hygiene or safety reasons.
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Any product excluded under the applicable supplier's change-of-mind policy.
We strongly recommend contacting Independence Store before purchasing if you need confirmation that a particular product may be returned if it is unsuitable or you change your mind.
3. Faulty, Damaged or Incorrect Products
If a product is faulty, damaged, unsafe, materially different from its description or different from the product ordered, contact Independence Store as soon as reasonably possible.
The product may need to be inspected before a remedy is approved. Where a fault is confirmed, Independence Store will work with the supplier to arrange an appropriate remedy, which will generally be a repair or replacement.
If the product has a major failure under Australian Consumer Law, you may be entitled to choose between a refund and a replacement. If the problem is minor, Independence Store or the supplier may first arrange for the product to be repaired within a reasonable time. If a minor fault cannot be repaired within a reasonable time, another remedy may be provided in accordance with Australian Consumer Law.
Supplier policies do not limit or replace any rights you have under Australian Consumer Law. Restocking fees and customer-paid return shipping do not apply to a product returned because of a failure covered by Australian Consumer Law.
4. Reporting a Fault or Damage
To report a faulty, damaged or incorrect product, please provide:
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Your full name and order number.
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The product name and a clear description of the problem.
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Photographs or videos showing the fault or damage.
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Photographs of the packaging if the product was damaged during delivery.
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The product serial number, where applicable.
The product must not be returned directly to a supplier unless Independence Store has provided written return instructions.
5. Return Shipping and Inspection
For an approved change-of-mind return, the customer is responsible for return shipping, handling, insurance and all associated costs. Independence Store is not responsible for items lost or damaged in return transit, so tracked and insured shipping is recommended.
For a confirmed faulty product, reasonable return costs will be handled in accordance with Australian Consumer Law. If the product is large, heavy or difficult to return, Independence Store will work with the supplier to arrange collection or another suitable solution where required.
If an inspection finds that the product is not faulty, or that damage was caused by misuse, incorrect assembly, neglect, accidental damage or unauthorised modification, the customer may be responsible for reasonable collection, inspection and return-delivery costs. An estimate of these costs will be provided where required.
6. Refund Processing
Where a refund is approved, any applicable restocking fee of up to 35%, together with any applicable shipping or handling costs, will be deducted from a change-of-mind refund.
Approved refunds will generally be issued to the original payment method unless another arrangement is agreed with the customer. Once processed by Independence Store, refunds may take approximately 5-10 business days to appear in your account, depending on your bank or payment provider.
Independence Store may refuse a change-of-mind return where the supplier does not accept returns or where the requirements of this policy have not been met. This does not affect your rights concerning faulty products under Australian Consumer Law.
7. Contact Details
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Business: Independence Store Pty Ltd
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ACN: 701 595 235
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Postal address: 27/211 Brisbane Road, Biggera Waters QLD 4216
For return assistance, contact the Independence Store Support Team before sending any product.