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.