Cancellation, Refund and Returns Policy
Q: Can I change my order once placed?
A: Once you have placed your order, automated processes mean that changes to the product ordered, order cancellation or changes to delivery addresses are unlikely. We will always help if we can, however we aim to streamline all our processes so you receive your order as quickly as possible, which we know is important to you. We cannot have these streamlined processes in place for speedy service, and also be able to cancel orders after they are in our system, so please ensure you double check all information, we take NO responsibility if you cannot complete this detail accurately.
If we are able to cancel your order without incurring any costs to ourselves, your refund will be processed back on the original payment method within 10 business days, and note - Merchant transaction fees are non-refundable in the event of a refund.
Q: Can I exchange if the product is not right?
A: We do not exchange. You can return the product to us for a refund, and purchase your new product. Exchanges are considered a 'Change of Mind' return, please see below.
Q: I have changed my mind and want to return what I purchased, can I do this?
A: All claims for a refund for a change of mind return must be made within 10 business days of receiving your order, and are at the sole discretion of Globber Australia. You are required to email [email protected] quoting your Invoice number and the items you wish to return. You will be advised via return email the address for the item to be sent. Please note, Consumers are not entitled to a refund under the ACCC consumer guarantees if they got what they asked for but simply changed their mind, the product did not fit ( see helmets below), they found the product cheaper somewhere else, or decided they didn't like the purchase or had no use for it. Each return request is assessed on its own merits.
Q: I have purchased the wrong sized helmet – can I return it?
A: We will not accept change of mind helmet returns due to health and hygiene standards.
Q: Who covers the cost of postage on a return?
A: Return items will be sent at your own cost, Globber Australia will not cover the return postage or freight for change of mind purchases.
Note, original shipping rates will not be refundable, only the product cost. Furthermore, if your order has been dispatched, delivery attempt has failed as you were not home to take delivery and the order is now awaiting collection at a local post office - if you then instruct "Return to sender" - this will also be regarded as a change of mind return and the return postage cost will be deducted from your refund.
Q: What do I need to do to ensure I receive my refund on a returned product?
A: The goods must be sent back to the nominated address and be in their brand new, undamaged condition, and in undamaged packing, to allow to be resold.
It is your responsibility to ensure the item/s are packed securely to avoid possible damage from shipping. If these criteria are not met, you may forfeit your refund.
To ensure your returns does not get lost, please include tracking for this parcel as we are not responsible for lost returns. We recommend emailing us your tracking number so we can record it on your file. We will not issue a store credit or refund for items that have not been received by our warehouse.
Your refund will be processed back on the original payment method within 10 business days, and note - Merchant fees are non-refundable in the event of a refund.
Q: My items arrived damaged – what do I do?
A: Please email us immediately at [email protected], referencing your order number and explaining the issue. You can see our warranty details here: https://globber.com.au/warranty-payment/
