Customer Support

Returns & Refunds

Last updated: July 2026 · Applies to all orders placed on dropless.com.au

🇦🇺 Your rights under Australian Consumer Law: Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1. Order Cancellations

We process and dispatch orders quickly — usually within 1–2 business days. Cancellation availability depends on order status:

Status	Can I cancel?	Cost
Not yet dispatched	✓ Yes — full refund	No cost to you
Already dispatched	Partial — see returns	Return shipping at your cost

To cancel, email info@dropless.com.au as soon as possible with your order number. We will confirm cancellation or advise if the order has already shipped.

2. Returns — Change of Mind

While Australian Consumer Law does not require a change-of-mind return policy for online purchases, we offer a 30-day change-of-mind return on unopened products as a courtesy.

The product must be unopened, unused, and in original condition (seal intact)
Return must be initiated within 30 days of delivery
You pay return shipping — we recommend using a tracked service
Refund is issued once we receive and inspect the item (typically within 3–5 business days)
Opened or used products are not eligible for change-of-mind returns due to the nature of chemical formulations

To start a return, email info@dropless.com.au with your order number and reason. We will provide the return address.

3. Faulty, Damaged or Incorrect Items

If your product arrives damaged, is faulty, or is not as described, we will make it right at no cost to you. This is your right under Australian Consumer Law.

Issue	Resolution	Who pays return shipping?
Arrived damaged or leaking	Full refund or replacement — your choice	We pay
Product faulty / does not work as described	Replacement or full refund	We pay
Wrong product sent	Correct item sent immediately + return label	We pay
Lost in transit (no delivery after 15 business days)	Replacement or refund	N/A

Please contact us within 14 days of receiving your order if there is an issue. Photos of damage or defects are helpful but not always required.

4. Refund Processing

Refunds are processed to your original payment method via Stripe
Processing time: typically 3–5 business days after we confirm the return or issue
Your bank may take an additional 2–5 days to show the funds
We do not issue refunds as store credit unless you specifically request it

5. eBay & Etsy Orders

Orders placed through eBay or Etsy are subject to the returns and buyer protection policies of those platforms, in addition to this policy and Australian Consumer Law:

eBay: Covered by eBay Money Back Guarantee — 30-day returns for items not as described
Etsy: Contact us directly via Etsy messaging; we follow Etsy's dispute resolution process

In all cases, Australian Consumer Law applies regardless of platform policy.

6. Items Not Eligible for Return

Opened or used chemical products (for safety and hygiene reasons), unless faulty
Products purchased more than 30 days ago (change-of-mind only; statutory rights still apply)
Items damaged due to misuse or application contrary to instructions

7. How to Contact Us

Email: info@dropless.com.au
Include in your message: order number, description of the issue, and (if applicable) photos.
Response time: We aim to respond within 1 business day.

For urgent safety concerns about a product, call the Poisons Information Centre: 13 11 26 (24 hours, Australia).

8. Australian Consumer Law Statement

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under Australian Consumer Law.