At Detail Essentials Hub, we strive to ensure the satisfaction of our customers with their online purchases. Our refund policy outlines the terms and conditions for requesting a refund on products purchased from our website.
1. Eligibility for Refunds
We only offer refunds on products under the following circumstances:
- Damaged or Defective Products: If you receive a damaged or defective product, please contact us within 5 days of receiving your order. We will provide instructions on returning the item or, in some cases, may offer a replacement or a full refund.
- Incorrect Products: If you receive a product that is different from what you ordered, please notify us within 5 days of receipt. We will arrange for the correct item to be shipped to you, or offer a full refund, as per your preference.
2. Change of mind
We only replace items if they are damaged or defective as per above eligibility. We do not refund or exchange for change of mind.
3. Non-Refundable Items
The following are typically non-refundable:
- Custom or Personalised Products: Products that have been customised, personalised, or specially ordered for you are non-refundable unless they are damaged or defective.
- Hazardous Materials: Certain car care products classified as hazardous materials, such as some chemicals and aerosol sprays, cannot be returned or refunded for safety and regulatory reasons.
- Used Products: Car care products that have been used or opened are not be eligible for refunds, except in cases of manufacturer defects.
- Special Offers and Promotions: Products purchased as part of a special offer, promotion, or bundle deal may have specific return conditions. Please refer to the terms of the offer for details.
While some products are categorised as non-refundable, we are committed to resolving issues that may arise. If you receive a non-refundable item that is damaged, defective, or not as described, please reach out to our customer support team within 5 days of receiving your order. We will work with you to find a satisfactory solution, which may include a replacement or alternative resolution.
4. Refund Process
To request a refund, please follow these steps:
- Contact our customer support team at detailessentialsau@gmail.com within the applicable time frame for the type of refund you are requesting.
- Provide your order number, a detailed explanation of the reason for the refund, and any supporting documentation such as photographs of damaged products.
- Our customer support team will review your request and guide you through the return or refund process if approved.
5. Refund Timing
Once your refund is approved, we will process the refund within 10 business days. The timing of when the refund appears in your account may vary depending on your payment method and financial institution.
6. Return Shipping
Customers are generally responsible for the return shipping costs upfront and this cost is then refundable if the item is approved as defective or damaged. Otherwise, the cost of return shipping will be deducted from your refund. In other instances, we may provide a prepaid return shipping label. Please follow our instructions for returning the item, including packaging requirements.
7. Contact Us
If you have any questions or require further assistance regarding our refund policy, please feel free to contact our customer support team at detailessentialsau@gmail.com.
8. Warranty
BigBoi: For any BigBoi related claims and warranty, please click here.