Returns & Refunds Policy

Returns & Refunds Policy 

 We want you to be happy with your purchase from Powerhouse Store. Our returns policy applies to eligible purchases made through Powerhouse Store, including online and in-store purchases. 

Change of mind 

If you change your mind about a purchase, we are happy to offer an exchange or store credit within 30 days of purchase for in-store purchases, or within 30 days of delivery or collection for online purchases, provided that: 

Change-of-mind returns are not available for international orders. 

Original shipping and delivery costs are not refundable for change-of-mind returns. Customers are responsible for the cost of returning change-of-mind items. 

Faulty or damaged items 

If an item is faulty, damaged, not of acceptable quality or does not match its description, it may fail to meet a consumer guarantee under the Australian Consumer Law. 

The remedy available to you will depend on the nature of the problem. For a major problem, you are entitled to choose a refund or replacement. 

For a minor problem, Powerhouse will provide a remedy in accordance with the Australian Consumer Law, which may include a free repair. If the problem cannot be fixed within a reasonable time, you may be entitled to a replacement, refund or other remedy under the Australian Consumer Law. 

Please contact Powerhouse Store with reasonable proof of purchase and details of the issue. For online orders, we may ask you to provide photographs or other information reasonably required to help us assess the item. 

Your rights under the Australian Consumer Law are not limited to 30 days, and you do not need to return a faulty product in its original packaging. 

If an item has been damaged through misuse, accident, neglect or normal wear and tear, consumer guarantees may not apply to that damage. Consumer guarantees may also not apply where you were made aware of the relevant fault before purchasing the product. 

Powerhouse Made™ and limited-edition products 

Powerhouse Made™, artist editions, limited-edition products and other products identified as final sale are not eligible for change-of-mind returns, refunds or exchanges. 

This exclusion applies only to change-of-mind returns and does not affect your rights under the Australian Consumer Law. If a Powerhouse Made™, artist edition, limited-edition or other final-sale product fails to meet a consumer guarantee, you may be entitled to a remedy under the Australian Consumer Law. 

Other exclusions 

We do not accept change-of-mind returns for: 

These exclusions apply only to change-of-mind returns and do not affect any rights you may have under the Australian Consumer Law. 

Online returns 

For online purchases, please contact Powerhouse Store before returning an item and provide your order number, details of the item and the reason for return. 

Once your change-of-mind return has been approved, we will provide instructions for returning the item. We recommend using a tracked postal service, as Powerhouse cannot accept responsibility for change-of-mind returns lost or damaged in transit. 

Where a product is confirmed to have a problem covered by the Australian Consumer Law, Powerhouse will reimburse reasonable return postage costs where required under the Australian Consumer Law. 

Refunds 

Approved refunds will be made to the original payment method. Please allow up to 10 business days for the refund to appear, depending on your financial institution. 

Proof of purchase is required for change-of-mind returns and exchanges. For claims under the Australian Consumer Law, we may ask you to provide reasonable proof of purchase.