We want you to be 100% satisfied with your TVSN shopping experience. We have confidence in the quality of our products and believe you'll be happy with your choice, but if for some reason you need to return something, go right ahead. We stand behind our products with our 30-Day Money Back Guarantee.
Can I return an item?
- As a consumer, you are entitled to the benefit of statutory consumer guarantees. If you believe an item is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you might be entitled to a remedy under the consumer law (of either Australia or New Zealand). Consumer guarantees do not apply where the product was damaged due to abnormal use or misuse.
- (AUS) Our 30-Day Money Back Guarantee policy is a "voluntary" policy that covers products purchased and is in addition to your statutory rights under Australian Consumer Law. Your statutory rights under the Australian Consumer Law apply to products and to bonus offers.
- (NZ) Our 30-Day Money Back Guarantee policy is a “voluntary” policy that covers products purchased and is in addition to your statutory rights under the Fair Trading Act and the Consumer Guarantees Act. Your statutory rights under the Fair Trading Act and the Consumer Guarantees Act apply to products and to bonus offers.
- Send the entire item/s back to us within 30 days after receipt (please see How do I return an item) and we will either replace the product, issue you a credit voucher or refund its purchase price, approximately 30 days after we receive your product back in the TVSN warehouse.
- If you would like to exchange an item please call Customer Care on 13 23 10 (AUS) or 0800 101 301 (NZ) to ensure the replacement item you would like is available. If you are returning a product for an exchange you are responsible for both the return postage and the postage for the new order.
- If you wish to return a product that contains a latent defect, has been damaged during shipment to you, or which has been sent to you in error, we request you contact Customer Care on 13 23 10 (AUS) or 0800 101 301 (NZ) and we will provide you with a "reply paid" address. If during the assessment process an item returned "reply paid" does not contain the defect claimed, or has not been sent in error, the cost of the return postage will be deducted from your refund.
- Where an item is purchased with a bonus offer, the bonus must also be returned prior to a refund for the primary product being processed. This is because the provision of the bonus offer is conditional on you purchasing and not returning the primary product. If you are unable to return the bonus offer product or it is not in saleable condition, please contact us, so that alternative arrangements may be put in place.
How do I return an item?
- TVSN must receive your return within thirty (30) days from the date of receipt:
- in its original condition and packaging with all product components included. In the event the product included a bonus offer, the bonus item must also be returned in its original condition and packaging with all product components included.
- together with original proof of purchase; and
- returned with the original tags in place and in original condition. Products that are worn or otherwise damaged will not be accepted.
- Include the completed Return Advice Form with the returned product and attach the return address label to the outside of the shipping box. Please ensure the original shipping label is removed.
- When items are received without the Return Advice Form, we reserve the right to issue a credit voucher as full and final satisfaction of the return.
- You must pre-pay all returns postage. We recommend that you return the product via Australia Post Registered Post, with shipment registration and insurance. You assume any and all risk of loss, theft or damage to goods during return transit.
- To return jewellery items valued over $3000 please call our Customer Care team on 13 23 10 (AUS) or 0800 101 301 (NZ).
- If you would like to access our 30-Day Money Back Guarantee in relation to consumable products, please note that if TVSN believes an unreasonable portion has been used, TVSN may apply clause 6.7 and not accept the return.
- TVSN trusts that all returns are made in good faith. If, however, TVSN has reason to believe that the 30-Day Money Back Guarantee policy is being abused or that a return is otherwise not being made in good faith for whatever reason, we reserve the right to refuse to accept the return of our products under the 30-Day Money Back Guarantee. TVSN's decision in relation to this, is final.
- (AUS) Nothing in these T&Cs should be interpreted as affecting any statutory rights under Australian Consumer Law regarding refunds and returns (for example, faulty or damaged products). (NZ) Nothing in these T&Cs should be interpreted as affecting any statutory rights under the Fair Trading Act and the Consumer Guarantees Act. All other terms and conditions above will apply to the maximum extent permitted by law. We reserve the right to alter these terms and conditions at any time without further notice.
Australian Return Orders:
PO Box 6024
CHULLORA NSW 1405 AUSTRALIA
New Zealand Return Orders:
Private Bag 208048
Auckland 2161 NEW ZEALAND