Grav Empress Water Pipe

Same-Day Dispatch

We are committed to prompt service. All orders placed and paid for by 12:00 PM (midday AEST) on business days are dispatched the same day via Australia Post. Orders received after this cutoff will be shipped the next business day.​

Secure & Discreet Packaging

Your privacy and the safety of your items are our top priorities. We use high-quality, discreet packaging materials to ensure your order arrives securely and maintains confidentiality.​

Video Recording of the Packing Process

To uphold quality assurance and transparency, we video record the entire packing process for every order. This
includes documenting the condition of the items and the packaging before
handing them over to Australia Post. These recordings serve as a reference to
verify the condition of your order at the time of dispatch.

Accordion pane content

Eligibility for Returns

We accept returns under the following conditions:

• Timeframe: Returns must be initiated within 5 days of receiving your order.
• Product Condition: Items must be unused, unopened, and in their original packaging, with the packaging in the same condition as when received.
• Proof of Purchase: A valid proof of purchase (e.g., receipt, order confirmation) is required.

Important Notes

• Change of Mind: Returns due to a change of mind are not accepted.
• Damaged or Faulty Items: If your item is damaged or faulty, please refer to our Handling Damaged Deliveries section.

Return Process

1. Contact Us: Reach out to our customer service team within 5 days of receiving your order to initiate a return.
2. Return Authorization: Once your return is approved, we will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to return the item.
3. Shipping: You are responsible for the cost of returning the item. We recommend using a trackable shipping service to ensure the item reaches us safely.
4. Inspection and Refund: Upon receiving and inspecting the returned item, we will process your refund to the original payment method within 5 business days, provided all return conditions are met.

If you discover that your items are damaged upon opening:

1. Document the Damage:
o Take clear photographs of the damaged item(s), the packaging (including any visible damage), and the parcel label showing the tracking number.
o Retain all original packaging materials, as they may be required for the claim assessment.
2. Record the Unboxing:
o We highly recommend video recording the unboxing process. This documentation is crucial for any potential claims regarding damaged or missing items.
3. Lodge a Claim with Australia Post:
o As the recipient, you are required to lodge a claim directly with Australia Post for any damages incurred during transit.
o Visit your nearest Australia Post Office with the damaged item and original packaging to complete a damage report.
o Provide valid photo identification (e.g., driver's licence) to comply with Australia Post's privacy regulations.
o Request and complete the Green PM26 Form, ensuring you include the tracking number. This form links the claim to our account details, facilitating the refund process.
o Note: Only the person to whom the item is addressed can lodge the claim.
4. Provide Us with the Claim Reference:
o After lodging the claim, please send us the receipt and reference number provided by Australia Post. This will allow us to assist you in following up on the claim and provide any necessary support.

For more detailed information on lodging a compensation claim, please refer to Australia Post's official guidelines: Australia Post Compensation

Please note that under Australian Consumer Law, consumers have the right to a remedy if a product is faulty, not fit for purpose, or does not match the description. However, businesses are not required to accept returns for change of mind purchases. Legal Kitz
If you have any questions or need further assistance, please don't hesitate to contact our customer service team.

If the product is returned due to a fault, not being as described, or an error on our part, then WAL will cover the shipping cost for the return.

Please note:
We do not accept change of mind returns, and all return requests must meet our return policy criteria (i.e., within 5 days, in original unopened packaging, and in the same condition as received).