Refunds and Returns

Returns & Refunds Policy

Reclaim The Night Co
Last updated: 03 December 2025

1. Our Commitment to You

At Reclaim The Night Co, we are committed to providing high-quality personal safety products and a positive customer experience. If something goes wrong — such as an item being faulty, damaged, incorrect or not delivered — we will work with you to make it right.

This policy reflects your rights under the Australian Consumer Law (ACL) and explains how we handle returns, exchanges and refunds.

2. Your Rights Under the Australian Consumer Law

Under the ACL, you are entitled to certain consumer guarantees when you purchase goods from us.
If a product is faulty, damaged, not as described, or does not arrive, you may be entitled to a repair, replacement or refund.

3. What We Offer

If your item is faulty, damaged, incorrect or confirmed lost in transit by Australia Post, you may choose a:

  • Refund

  • Replacement

4. Change-of-Mind Conditions

We may accept change-of-mind returns under the following conditions:

  • Your request is submitted within 14 days of delivery.

  • The item is unused, unopened, and in original condition with all packaging included.

  • You are responsible for the return shipping costs, unless otherwise agreed.

  • Refunds for change-of-mind returns may be issued as store credit, exchange or refund, at our discretion.

  • We reserve the right to refuse change-of-mind returns that do not meet these conditions.

Important:
Personal safety alarms that have been opened, used or activated cannot be returned for change-of-mind reasons due to safety and resale restrictions.

5. Lost or Missing Parcels

If your order appears to be missing, please contact us and we will lodge an investigation with Australia Post.

  • A refund or replacement will only be issued once Australia Post confirms the parcel is lost.

  • Tracking delays or extended delivery times do not classify a parcel as lost.

  • If Australia Post locates and delivers the parcel, the order is considered fulfilled.

6. Incorrect Addresses & Returned Parcels

To ensure successful delivery, please double-check your address at checkout.

  • We are not responsible for parcels delivered to incorrectly entered addresses.

  • If a parcel is returned to us due to an incorrect address or being unclaimed, you may choose:

    • to have it reshipped, with re-delivery fees payable by you; or

    • to request a refund (excluding the original shipping cost), if the product is eligible.

7. How to Request a Return or Refund

To request a return or refund:

  1. Email us at reclaimthenightco@gmail.com with your order number and a description of the issue.

  2. If your item is faulty, damaged or incorrect, please include photo or video evidence.

  3. If the item needs to be returned, we will provide the return address and instructions.

  4. Once the item is received (if applicable) and assessed, we will process your refund, replacement or repair.

  5. Refunds will be issued to your original payment method or as store credit, depending on the situation.

If a product is confirmed as faulty or not as described, we will reimburse your reasonable return postage costs.

8. Refund Processing Times

Once approved, refunds are usually processed within 2–5 business days.
Please allow an additional 3–10 business days for the funds to appear in your account, depending on your bank or payment provider.

9. Contact Us

If you have any questions about this policy or need help with a return, please contact us at:
📧 reclaimthenightco@gmail.com