Refund policy

Our Commitment

At Cubey, we stand behind the quality of our products. This Refund Policy explains your rights and our process for returns, exchanges and refunds under Australian Consumer Law.

Your Consumer Rights

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Under the ACL, you're entitled to a refund, replacement or repair if products:

  • Are faulty or not of acceptable quality
  • Don't match the description or sample
  • Are unfit for their intended purpose

Change of Mind Returns

30-Day Return Window

Changed your mind? No worries. We accept returns within 30 days of delivery for unused, unworn products in original packaging with all tags attached.

What We'll Cover

  • Exchange for another product
  • Store credit for the full purchase price
  • Refund via your original payment method (minus original shipping costs)

What You'll Pay

  • Return shipping costs
  • Redelivery costs if exchanging for another product

Faulty or Incorrect Products

What Qualifies

  • Manufacturing defects
  • Products damaged in transit
  • Wrong item sent
  • Items that don't match the description

What We'll Do

We'll provide your choice of:

  • Full refund including original shipping costs
  • Replacement product at no charge
  • Repair (if applicable)

We'll cover all return and replacement shipping costs for faulty or incorrect products.

Timeframe

No time limit for faulty products covered by consumer guarantees, but notify us as soon as you discover the issue.

How to Return Products

Step 1: Contact Us

Email hello@cubey.com.au within the relevant timeframe with:

  • Order number
  • Reason for return
  • Photos (if reporting a fault or damage)
  • Preferred outcome (refund, exchange or store credit)

Step 2: Wait for Approval

We'll respond within 2 business days with:

  • Return authorisation
  • Return shipping instructions
  • Return address

Don't send products back without authorisation - we can't accept unauthorised returns.

Step 3: Ship the Products

  • Package products securely in original packaging if possible
  • Include a copy of your order confirmation
  • Use tracked shipping (keep your receipt)
  • Send to the address we provide

Step 4: Processing

Once we receive your return:

  • We'll inspect the products within 3 business days
  • Approved refunds are processed within 5 business days
  • Allow 5-10 business days for refunds to appear in your account
  • Exchanges are shipped within 3 business days of approval

Products We Can't Accept

Non-Returnable Items

For hygiene and safety reasons, we can't accept returns of:

  • Products with removed hygiene seals (if applicable)
  • Items clearly used or damaged by you
  • Products returned more than 30 days after delivery (change of mind only)

Failed Delivery Returns

If you refuse delivery or can't be contacted for redelivery, we'll process a refund minus:

  • Original shipping costs
  • Return shipping costs
  • Restocking fee (15% of product value)

Damaged in Transit

If your products arrive damaged:

  • Don't refuse the parcel
  • Take photos of the packaging and damage
  • Contact us within 48 hours with photos
  • We'll arrange a replacement or refund immediately

Wrong Address

If you provide an incorrect delivery address:

  • We're not responsible for lost or undelivered items
  • Redelivery fees apply if we can retrieve the package
  • No refund if the package can't be retrieved

Refund Methods

Original Payment Method

Refunds are issued to your original payment method unless you request store credit.

Store Credit

Store credit:

  • Never expires
  • Can be used on any future purchase
  • Is issued as a discount code

Processing Time

  • Refund approved: Within 3 business days of receiving your return
  • Refund processed: Within 5 business days of approval
  • Funds available: 5-10 business days depending on your financial institution

Exchanges

Available Options

You can exchange for:

  • Different size (same product)
  • Different colour (same product)
  • Different product (same or greater value)

Price Differences

  • Equal value: No additional charge
  • Higher value: Pay the difference
  • Lower value: Receive store credit for the difference

Sale and Promotional Items

Sale and promotional items follow the same policy with one exception:

  • Sale items can only be exchanged for the same product in a different size or colour
  • Refunds and store credit are still available
  • Consumer guarantee rights still apply

International Orders

Currently, we only ship within Australia. This policy applies to Australian orders only.

Fraudulent Returns

We reserve the right to refuse returns if we suspect fraud, including:

  • Excessive returns
  • Returning used or damaged products
  • Returning products not purchased from us
  • Providing false information

Multiple Item Returns

If you're returning multiple items:

  • You can select different outcomes for each item
  • We'll process each item according to your preferences
  • Partial refunds will reflect the products being returned

Contact Us

Questions about returns or refunds?

Email: hello@cubey.com.au
Response time: Within 2 business days

We're here to help make your return experience as smooth as possible.