Extended Delivery, Courier Investigation, Return & Refund Resolution Policy
This policy explains how delivery delays, courier problems, transit issues, damaged shipments, return-to-origin cases, shipment investigations, product returns, replacements and refunds are handled.
Order Acceptance & Payment Confirmation
An order becomes eligible for processing after successful receipt and confirmation of payment. Processing may depend on product availability, order verification, packaging requirements, destination, and other operational circumstances. The successful payment date may be used as the reference date for applicable delivery and exceptional investigation periods.
Standard Seven-Day Delivery Expectation
We normally aim to deliver orders within approximately 7 working days from successful payment or order confirmation. This represents our normal expected delivery timeline and may vary depending on destination, courier availability, transportation conditions, holidays, and circumstances affecting shipment movement.
Estimated Delivery Rather Than Absolute Guarantee
The seven-working-day period is an estimated normal delivery period and should not be interpreted as an unconditional guarantee that every parcel will reach every destination within exactly seven days. Delivery may involve third-party logistics networks whose operations can be affected by circumstances outside the seller’s direct control.
Order Processing & Dispatch Preparation
Before dispatch, an order may require product confirmation, inventory verification, packing, labelling, invoice preparation and shipment booking. Additional time may occasionally be required where an order contains multiple products or requires special handling.
Dispatch & Logistics Handover
Once an order has been packed and handed over to the courier or logistics provider, physical transportation, sorting, routing, scanning and delivery are performed through the logistics network. We will make reasonable efforts to assist customers when a shipment encounters a problem.
Courier Network Dependency
A parcel may travel through multiple pickup centres, sorting facilities, transportation hubs, regional warehouses and local delivery stations. A delay at any stage can affect final delivery. A parcel may also move physically before the corresponding tracking information becomes visible.
Delivery Delay Management
If an order does not arrive within the normal expected delivery period, the customer may contact us for assistance. We may review tracking information and, where appropriate, contact the courier or raise a service request rather than immediately treating the shipment as permanently lost.
Transit Status Protection
Where tracking shows that a shipment remains in transit, is moving between facilities, is awaiting processing, is delayed at a courier location, or remains otherwise traceable, the shipment may continue through the courier process. Delivery delay alone does not automatically establish permanent loss.
Active Courier Ticket & Investigation
If we have already opened a complaint, ticket, trace request or investigation with the courier, the shipment case may remain open while we await the courier’s response. An active courier investigation may therefore affect the timing of the final refund, replacement or other resolution.
Exceptional Seventy-Day Resolution Window
For exceptional cases involving suspected loss, prolonged transit, routing problems, courier investigations, damage claims, return-to-origin situations or other complicated logistics matters, an investigation and resolution period of up to 70 days from successful payment may be required where reasonably necessary to obtain a final shipment status.
Purpose of the Seventy-Day Period
The 70-day period is an exceptional investigation and resolution window, not the normal delivery period. Most orders are expected to follow the ordinary delivery timeline. The extended period exists for situations where additional time may be reasonably required to trace, investigate, recover, verify or obtain a final status for a shipment.
No Automatic Refund Merely Because of Delay
A customer request for an immediate refund does not by itself automatically establish that an immediate refund is payable. Where a shipment remains traceable or an active courier investigation is underway, the circumstances may first be reviewed before a final resolution is determined, subject to applicable law.
Courier Investigation Before Final Resolution
When a parcel is reported as delayed, missing, damaged or incorrectly routed, the courier may need to investigate the matter. We may wait for sufficient information from the courier before making a final determination where such investigation is reasonably necessary.
Tracking Information as Shipment Evidence
Courier tracking records may be used to establish the available shipment status. Tracking can show dispatch, transit, attempted delivery, delivery, return-to-origin, delay, exception or other shipment events and may form part of the information reviewed during a shipment investigation.
Tracking Inactivity Does Not Automatically Mean Loss
A shipment may temporarily remain without a new tracking scan because of scanning delays, transportation movement, facility processing or technical circumstances. Tracking inactivity alone does not necessarily establish that a parcel has been permanently lost.
Delayed Tracking Information
Tracking information may sometimes be updated after a physical movement has already occurred. A delay between a courier event and its appearance in the tracking system may therefore occur. We may continue to monitor the shipment while waiting for additional tracking information.
Shipment Trace Procedure
For shipments that appear delayed, inactive, incorrectly routed or potentially missing, we may request a shipment trace from the courier. The courier may search its network or verify the last known location before providing a final status.
Delivery Attempt Verification
Where the courier records an attempted delivery, that information may be considered while reviewing the shipment. Where necessary, we may request further information from the courier concerning the attempt and the next expected delivery action.
Customer Availability for Delivery
Customers are expected to remain reasonably available to receive their shipments or respond to legitimate delivery communication. If the customer is unavailable, unreachable or unable to receive the parcel, additional delivery attempts or a return-to-origin process may occur.
Incorrect Address Responsibility
Customers are responsible for providing complete and accurate delivery information. Incorrect house numbers, building names, street details, localities, PIN codes, telephone numbers or other necessary information may cause delays, failed delivery attempts, address corrections or return-to-origin movement.
Address Modification After Dispatch
Once a shipment has entered the courier network, changing the delivery address may not always be technically possible. Any correction request may depend on courier approval, verification, service availability and additional transportation time.
Customer Refusal of Delivery
If a customer refuses a shipment after dispatch, the parcel may be returned through the courier’s return-to-origin process. The seller may wait for the parcel to return and may verify its condition before determining the applicable resolution, subject to applicable terms and consumer rights.
Return-to-Origin Processing
A return-to-origin shipment may require additional transportation time before reaching the seller. The return may be monitored through courier tracking, and further action may depend on the parcel physically returning or sufficient information becoming available from the logistics provider.
Product Return Requirement
Where the applicable return process requires the physical product to be returned, the customer may be required to complete the return procedure before the applicable refund or replacement can be finalized. This allows the returned product to be verified where necessary.
Return Product Verification
After a returned product is received, the seller may verify the product identity, quantity, packaging, visible condition and other relevant details. This verification helps establish whether the returned shipment corresponds with the original order and the reported issue.
Refund After Return Verification
Where a return is required before a refund can be finalized, the applicable refund may be processed after the returned product has been received and the necessary verification has been completed, subject to the applicable order terms and legal requirements.
Return Shipment Delay
If a customer has dispatched a return but the return shipment itself is delayed, the seller may wait for the shipment to reach the seller or obtain sufficient courier information before completing the applicable return review. Customers should retain return tracking information until the case is resolved.
Return Shipment Lost in Transit
If a customer-returned parcel appears to have been lost while travelling back to the seller, the return tracking information may be reviewed and the relevant courier may be contacted before determining the appropriate resolution. Return receipts or tracking information may be requested.
Damaged Return Shipment
If a returned product reaches the seller in damaged condition, the condition of the package and product may be documented. Where necessary, a courier investigation may be initiated and the available evidence may be reviewed before the applicable resolution is finalized.
Courier Damage Reporting
Customers who receive a parcel that appears crushed, torn, wet, opened, tampered with or otherwise damaged should notify the seller as soon as reasonably possible. The original packaging and shipping label should be preserved where possible.
Visible Damage at Delivery
Where damage is visible before opening the parcel, customers are encouraged to photograph the parcel from different angles, including the shipping label and damaged area. Such evidence may assist in determining the condition of the shipment at the time of delivery.
Unboxing Evidence
For certain disputes involving damage, missing items, incorrect products or tampering, the seller may request photographs or an unboxing video where available. Such evidence may assist with determining the condition and contents of the parcel when it was opened.
Packaging Preservation Requirement
Customers should retain the original outer packaging, product packaging and shipping label when a delivery problem has been reported. These materials may be requested for verification, inspection, return collection or courier claim processing.
Hidden Damage & Product Condition
Where damage is discovered only after opening the parcel, customers should notify the seller as soon as reasonably possible and preserve the original packaging. Photographs, videos and other reasonable information may be requested to evaluate the reported issue.
Courier Damage Investigation
Where transportation damage is suspected, the seller may raise a complaint or damage investigation with the courier. The investigation may involve shipment records, packaging evidence, photographs, delivery information and courier records.
Missing Item Investigation
If a customer reports that an item is missing from a delivered parcel, the seller may compare the order record, product quantity, packing information, invoice, shipment details and available courier information before determining the appropriate resolution.
Incorrect Product Investigation
If an incorrect product is received, photographs of the product, package, shipping label and other identifying information may be requested. The seller may compare these details with the original order before determining whether a replacement, return or refund is applicable.
Quantity Discrepancy Review
Where the quantity received appears different from the quantity ordered, the seller may review the order, invoice, packing information, product quantity and available shipment records before determining the appropriate resolution.
Customer Evidence & Cooperation
Customers may be requested to provide reasonable information required to investigate delivery, damage, missing-item, incorrect-product or return complaints. Cooperation may include photographs, videos, order details, return tracking or retaining the product and packaging.
Courier Communication & Escalation
The seller may contact the logistics provider, create a complaint, escalate an existing complaint, request shipment tracing or seek a final delivery status. Courier responses may require additional time depending on the nature of the case.
Courier Investigation Waiting Period
When an active courier investigation is open, the seller may keep the case under review until sufficient information is received. An active investigation may therefore affect the timing of a final refund, replacement or other resolution.
Multiple Delivery Attempts
Where the courier has attempted delivery or is expected to make another attempt, the seller may allow the delivery process to continue rather than immediately cancelling the shipment. The customer may be required to remain available for successful delivery.
Unclaimed Shipment Procedure
If a shipment remains unclaimed, repeatedly fails delivery, or cannot be delivered because the customer cannot be contacted or does not accept the parcel, the courier may initiate a return-to-origin process. Further handling may depend on the status and condition of the returned parcel.
Remote & Difficult-to-Reach Locations
Deliveries to remote, rural, difficult-to-access or specially serviced locations may require additional transportation time compared with standard service areas. Delivery timing may depend on the available courier network serving the destination.
Regional Delivery Restrictions
Certain areas may experience temporary or permanent limitations in courier service because of geographic, security, transportation, weather or operational conditions. Such circumstances may result in additional delivery time or alternative delivery arrangements.
Public Holiday & Weekend Impact
Courier operations may operate under reduced schedules or remain unavailable during certain public holidays, regional holidays, Sundays or other non-operational periods. Such periods may affect practical shipment movement and delivery timing.
Seller Dispatch Verification
Where a customer disputes whether an order was dispatched, the seller may review available dispatch records, courier pickup information, tracking records, order records and other available documentation to establish whether the shipment was handed over to the logistics provider.
Shipment Handover Confirmation
Once the courier accepts a shipment into its network, physical shipment movement may become subject to the courier’s scanning and transportation systems. The seller may retain available pickup or handover information to assist with future delivery investigations.
Replacement Instead of Immediate Refund
Where a genuine product issue is established and a replacement is available, a replacement may be offered where permitted by the applicable order terms. A replacement shipment may require additional processing and delivery time.
Replacement Shipment Delay
Replacement shipments are also subject to courier transportation conditions. If a replacement parcel encounters a delivery problem, the applicable shipment investigation and resolution process may be applied to that replacement shipment.
Cancellation After Dispatch
Once an order has been packed and handed over to the courier, cancellation may no longer be technically possible. Where cancellation is requested after dispatch, the customer may instead need to follow the applicable return, refusal or return-to-origin procedure.
Refund Eligibility Review
Refund requests may be reviewed using payment confirmation, dispatch status, tracking history, courier investigation status, delivery attempts, return status, product condition, customer evidence and other relevant information. The applicable resolution will depend on the circumstances of the individual order and applicable law.
Refund Approval & Initiation
Where an eligible refund has been approved, the seller may initiate it through the applicable payment or refund mechanism. Refund initiation and the actual receipt of funds by the customer may occur at different times because payment providers and financial institutions may require additional processing time.
Payment Provider Processing
After a refund has been initiated, the actual crediting of the amount may depend on the payment gateway, bank, card issuer, wallet provider or other financial institution. Delays occurring within those external systems may occur after the seller has completed its refund action.
Duplicate Refund Protection
The seller may verify whether a refund, replacement, payment reversal, chargeback, compensation or other resolution has already been provided for the same order. This verification is intended to prevent duplicate financial resolutions for the same shipment issue.
Payment Dispute & Chargeback Review
If a payment dispute, chargeback or similar financial claim is initiated while a shipment is under investigation, the seller may provide relevant order, payment, dispatch, tracking, courier and communication records to the applicable payment provider or financial institution.
Multiple Complaint Prevention
Where the same shipment issue is reported through multiple channels, including customer support, courier complaint or payment dispute, the seller may consolidate the information so that the same issue is not investigated independently multiple times.
Customer Communication During Investigation
The seller may communicate important shipment updates when relevant information becomes available. Customers should keep their contact details accessible during an active investigation so that additional information can be requested when reasonably necessary.
Seller-Courier Communication
The seller may communicate with the courier on behalf of the customer regarding delayed, damaged, missing or disputed shipments. Customers are requested to allow reasonable time for courier complaints, investigations, claims and service requests to be reviewed.
Courier Final Status
If the courier officially confirms that a shipment has been lost, permanently undeliverable, damaged or otherwise subject to a final logistics status, that information may be considered when determining the appropriate customer resolution.
Exceptional Circumstances & Force Majeure
Certain events, including severe weather, natural disasters, major transportation disruptions, government restrictions, regional emergencies, strikes or other circumstances outside reasonable control may interfere with delivery. Such events may require additional time for delivery or investigation.
Courier Operational Disruptions
Temporary courier shutdowns, warehouse congestion, sorting delays, technical problems, route changes, staffing limitations, system failures or other operational disruptions may affect shipment movement. The seller may coordinate with the courier and allow reasonable time for operations to resume.
Extended Courier Resolution Period
For exceptional shipments requiring tracing, recovery, investigation, damage assessment, return processing or courier resolution, the seller may require an extended resolution period of up to 70 days from successful payment, where reasonably necessary to obtain a final status.
Seven-Day Normal Delivery & Seventy-Day Exceptional Investigation
The normal expected delivery period is approximately 7 working days. The 70-day period is not the normal delivery period. It is an exceptional investigation and resolution window that may apply where a shipment is delayed, missing, damaged, under courier investigation, being traced, returning to the seller, or otherwise requires extended verification.
Exceptional Delay Does Not Automatically Close the Case
If the normal delivery period has passed while a courier continues to show an active shipment or investigation, the seller may continue the investigation rather than automatically treating the order as permanently lost. A final resolution may be determined once sufficient information becomes available.
Good-Faith Resolution Process
The investigation process is intended to provide a reasonable opportunity to understand and resolve genuine shipment problems. Its purpose is not to unnecessarily prevent an eligible resolution, but to avoid making a premature determination while important courier, return, product or shipment information remains pending.
Final Review of Exceptional Cases
Once an exceptional shipment case reaches a sufficiently clear status, the seller may conduct a final review of the available evidence, courier response, order information, payment status, return status and customer communication before closing the case and applying the appropriate resolution.
Customer Responsibility During an Open Case
Customers are expected to provide accurate information and reasonably cooperate with requests necessary to investigate a shipment issue. This may include confirming delivery details, providing evidence, retaining packaging, providing return information or responding to reasonable communication.
Final Shipment Status
A shipment may reach a final status when the courier confirms delivery, return, permanent loss, permanent non-delivery, damage or another final logistics outcome. The seller may use the final status together with other relevant information when determining the applicable resolution.
Closure of Shipment Case
A shipment case may be closed after successful delivery, completion of an eligible return, receipt and review of a returned product, receipt of a final courier status, completion of an eligible refund or replacement, or another appropriate resolution. Relevant records may be retained for operational and legal purposes.
Customer Rights & Applicable Law
Nothing in this policy is intended to remove, restrict or override any mandatory consumer right, statutory remedy or legal requirement applicable to the transaction. Where applicable law provides a mandatory requirement that conflicts with an operational provision of this policy, the applicable legal requirement will prevail.
Policy Review & Updates
This policy may be reviewed and updated when necessary because of changes in courier operations, payment systems, business procedures, consumer-protection requirements or applicable law. Updates may be made to maintain an appropriate operational and legal framework for handling delivery and refund matters.
Final Delivery & Refund Resolution Notice
We aim to deliver normal orders within approximately 7 working days.
However, exceptional courier problems can require additional investigation.
Where a shipment remains under active investigation, tracing, recovery, damage
assessment, return processing or courier resolution, an exceptional investigation
period of up to 70 days from successful payment may be required
where reasonably necessary.
The 70-day period should not be understood as the ordinary delivery timeline.
Where a return is required, the applicable refund may be processed after the
returned product has been received and the necessary verification has been
completed, subject to applicable terms and legal requirements.
The seller will make reasonable efforts to communicate with the courier and
determine an appropriate resolution based on the available shipment information.