Returns & Refunds

Last updated: 9 July 2026

We want you to love what you order. Below is everything you need to know about returns, refunds, and your rights under the Australian Consumer Law.

Change of Mind Returns

We accept change of mind returns within 30 days of delivery, provided:

The item is unused and unopened, in its original condition;
Any tags are still attached (where applicable);
Packaging is intact and undamaged.

Sale and clearance items are not eligible for change of mind returns.

Return postage for change of mind returns is at the customer's expense. Once we receive and inspect your returned item, your refund will be processed within 3 business days.

To start a change of mind return, please use the form below.

Faulty, Damaged, or Misdescribed Items

If an item arrives faulty, damaged, or different from how it was described, this is a separate matter from a change of mind — and your rights here are protected under the Australian Consumer Law, regardless of whether the item has been used or whether it was purchased on sale.

Please let us know as soon as possible, ideally within 7 days of delivery, so we can resolve it quickly — though please note, your rights under the Australian Consumer Law are not limited by this timeframe.

To report a faulty, damaged, or misdescribed item, please email info@tropicoolliving.com.au with:

Subject line: your order number and whether the item is Faulty, Damaged, or Misdescribed (e.g., "#12345 – Faulty Item");
In the email: a description of the issue, and a photo or video of the affected item (up to 25MB). If your file is larger than 25MB, please send a photo instead.

If we ask you to return the item, we will cover the cost of return postage. Once approved, your refund, replacement, or repair (your choice, where applicable) will be processed within 3 business days.

Your Rights Under the 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes these rights, including for items purchased on sale or clearance.

How to Submit a Change of Mind Return Request

Please complete the form below with your order details and the reason for your return. Once submitted, our team will review your request and be in touch with next steps, including return instructions if applicable.

If you're reporting a faulty, damaged, or misdescribed item instead, please see the section above — these are handled by email, not this form.

Questions

If you have any questions about a return or refund, contact us at info@tropicoolliving.com.au.