Refund policy

Thank you for shopping with tuaomk.shop.

We want customers to feel confident when purchasing from our store. This Return and Refund Policy explains our voluntary change-of-mind return program and the remedies available where a product is faulty, damaged, unsafe, incorrect, or otherwise fails to meet an applicable consumer guarantee.

This policy applies to products purchased directly through tuaomk.shop.

1. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, remedy, condition, warranty, or liability that cannot lawfully be excluded, restricted, or modified.

Depending on the circumstances, customers may be entitled to a repair, replacement, refund, compensation, or another appropriate remedy if a product:

• Is faulty or defective

• Is damaged on arrival

• Is unsafe

• Is not of acceptable quality

• Does not match its description, image, sample, or representation

• Is not fit for its normal purpose

• Is not fit for a particular purpose communicated to us before purchase

• Is materially different from what was ordered

• Otherwise fails to meet an applicable consumer guarantee

Our voluntary 30-day change-of-mind policy operates in addition to these statutory rights.

2. Thirty-Day Change-of-Mind Returns

We offer a voluntary 30-day change-of-mind return period.

To request a change-of-mind return, you must contact us within 30 calendar days after the product is recorded as delivered.

To qualify for a change-of-mind return, the product must generally be:

• Unused

• Unworn

• Unwashed

• Unmodified

• In its original condition

• Free from marks, stains, odours, hair, damage, or signs of use

• Returned with original tags, accessories, manuals, components, and packaging

• Accompanied by reasonable proof of purchase

We may reasonably inspect a returned product before approving a change-of-mind refund.

The 30-day requirement applies only to our voluntary change-of-mind program. It does not impose a 30-day limit on rights relating to faulty or non-compliant products under applicable law.

3. Starting a Return

Before returning any product, contact us at:

Email: info@tuaomk.shop

Please include:

• Your full name

• Your order number

• The email address used to place the order

• The product you wish to return

• The reason for the return

• Clear photographs or videos where relevant

• Your preferred resolution

After reviewing your request, we will provide return instructions where the return is approved or requires assessment.

Products returned without contacting us first may be delayed, refused, or sent to an address that cannot process returns.

4. Return Address

Do not return a product to the address printed on the original parcel, shipping label, or carrier documentation unless our customer service team has specifically instructed you to use that address.

The original shipping address may belong to a carrier, fulfilment facility, supplier, or logistics partner that is not authorised to receive customer returns.

The correct return location may depend on:

• The product

• The delivery destination

• The reason for return

• The fulfilment location

• The appropriate remedy

We will provide the relevant return instructions after reviewing your request.

5. Proof of Purchase

We may ask for reasonable proof that the product was purchased from tuaomk.shop.

Acceptable proof may include:

• An order confirmation

• An invoice

• A receipt

• An order number

• A payment statement

• A transaction reference

• Other documentation reasonably demonstrating the purchase

A specific paper receipt is not always required where the purchase can be reasonably verified through other records.

6. Products With a Major Problem

A product may have a major problem where, for example:

• A reasonable customer would not have purchased it if they had known about the problem

• It is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time

• It is substantially unfit for a purpose communicated to us and cannot easily be fixed

• It is materially different from its description, sample, or demonstration model

• It is unsafe

• It has multiple minor problems that, considered together, would amount to a major problem

Where a product has a major problem under the Australian Consumer Law, the customer may generally choose between:

• A replacement, where reasonably available

• A refund

The customer may also choose to keep the product and seek compensation for any reduction in value where applicable.

7. Products With a Minor Problem

Where a product has a minor problem that can be fixed within a reasonable time, we may provide an appropriate free repair.

Depending on the product and circumstances, we may instead choose to provide:

• A replacement

• A refund

• Another appropriate remedy

If we cannot repair the product within a reasonable time, or if the repair is unsuccessful, the customer may be entitled to choose a replacement or refund where required by law.

8. Damaged Products

Please inspect your order as soon as reasonably possible after delivery.

If a product arrives damaged, contact us promptly at info@tuaomk.shop and provide:

• Your order number

• A description of the damage

• Photographs of the complete product

• Close-up photographs or videos of the damaged area

• Photographs of the outer packaging

• Photographs of the internal packaging

• A photograph of the shipping label

Please retain the product and all packaging until we have reviewed the claim and provided further instructions.

We will not require a customer to accept a store credit instead of a remedy available under applicable law.

9. Defective or Faulty Products

If a product does not function correctly or develops a fault, contact us and explain:

• What the fault is

• When the fault first appeared

• How the product was being used

• Whether troubleshooting has been attempted

• Whether any warning, error, or unusual behaviour occurred

We may request photographs, videos, serial numbers, troubleshooting results, or a reasonable product assessment.

The assessment process will not remove or restrict any rights available under the Australian Consumer Law.

10. Incorrect Products

If you receive a product that is different from what you ordered, contact us promptly and provide:

• Your order number

• The product you ordered

• The product you received

• Photographs of the received product

• Photographs of the packaging

• A photograph of the shipping label

After verification, we will provide an appropriate remedy, which may include:

• Sending the correct product

• Arranging a return

• Providing a replacement

• Issuing a refund

Where the error was caused by us, we will be responsible for reasonable return costs.

11. Missing Products

Products from the same order may be shipped separately and arrive on different dates.

Before reporting an item as missing, please check:

• Whether your order has multiple tracking numbers

• Whether another parcel remains in transit

• Whether the product appears in a separate dispatch confirmation

• Whether the parcel was damaged or opened during delivery

If all parcels have arrived and an item is still missing, contact us with:

• Your order number

• Details of the missing product

• Photographs of the parcel contents

• Photographs of the packaging

• A photograph of the shipping label

We will review the fulfilment and shipping records and provide an appropriate solution.

12. Products Not Eligible for Change-of-Mind Returns

Unless otherwise stated, the following products may not qualify for a voluntary change-of-mind return:

• Personalised or custom-made products

• Products made to a customer’s specifications

• Sealed hygiene products after the seal has been opened

• Personal-care products that have been opened or used

• Underwear, swimwear, or similar intimate products where the hygiene seal has been removed

• Perishable products

• Products that deteriorate or expire rapidly

• Digital products after access or download has been supplied

• Gift cards

• Products damaged through misuse, neglect, or unauthorised alteration

• Products marked as final sale solely for change-of-mind purposes

These exclusions do not apply where a product is faulty, unsafe, incorrectly described, or otherwise fails to meet a consumer guarantee.

13. Sale and Discounted Products

Sale, clearance, promotional, and discounted products may be returned under our voluntary change-of-mind policy where they satisfy the applicable eligibility conditions, unless the product was clearly identified as final sale before purchase.

A final-sale designation applies only to change-of-mind returns.

Discounted, clearance, and final-sale products remain covered by applicable consumer guarantees. A product is not excluded from a lawful remedy merely because it was purchased at a reduced price.

Where a product was discounted because of a specific defect that was clearly disclosed before purchase, a customer may not be entitled to a remedy for that disclosed defect. Other undisclosed problems remain subject to applicable consumer rights.

14. Incorrect Size, Colour, or Variation

Selecting the wrong size, colour, style, quantity, or product variation is generally treated as a change-of-mind return.

The product must satisfy the change-of-mind eligibility requirements.

If we supplied a size, colour, style, or variation different from the one shown in your confirmed order, the product will be treated as an incorrect item rather than a change-of-mind return.

15. Exchanges

Where available, an eligible product may be exchanged for another size, colour, style, or replacement product.

Exchanges are subject to:

• Product availability

• Return approval

• Inspection of the returned product

• Any price difference

• Applicable shipping arrangements

We cannot reserve replacement stock until the return has been approved.

Where the preferred replacement is unavailable, we may offer:

• A different product with your agreement

• Store credit with your agreement

• A refund

Statutory remedies will not be replaced with store credit unless the customer agrees or the law permits it.

16. Change-of-Mind Return Shipping

For an approved change-of-mind return:

• The customer is generally responsible for return shipping costs

• Original delivery charges for upgraded or express services are generally non-refundable

• The customer should use a trackable delivery service

• The customer should retain the return receipt and tracking number

• The product should be securely packaged to prevent transit damage

Because standard shipping may have been provided free of charge, no outbound standard shipping amount will be deducted from the refund unless a specific charge was disclosed and lawfully payable.

We are not responsible for a change-of-mind return that is lost or damaged before reaching the authorised return location.

17. Return Costs for Faulty or Incorrect Products

Where a product is confirmed to be faulty, defective, damaged on arrival, incorrect, unsafe, or otherwise non-compliant, we will cover or reimburse reasonable return costs where required by law.

Depending on the circumstances, we may provide:

• A prepaid return label

• A carrier collection

• Reimbursement of reasonable postage

• Instructions for another suitable return method

Contact us before paying for an unusually expensive return method.

18. Product Assessment

We may reasonably assess a product before providing a remedy.

An assessment may consider:

• The reported problem

• Product condition

• Product age

• Normal wear and tear

• Intended use

• Care and maintenance

• Misuse or accidental damage

• Product instructions

• Photographs and videos

• Supplier or technical findings

An assessment will be completed within a reasonable period.

A product will not be refused solely because it is no longer in its original packaging where the claim concerns a consumer guarantee.

19. Problems Caused by the Customer

A statutory repair, replacement, or refund may not be available where the problem was caused by:

• Misuse

• Accidental damage after delivery

• Failure to follow instructions

• Improper installation

• Unauthorised repair or modification

• Neglect

• Abnormal use

• Normal wear and tear

• Failure to take reasonable care

• Continued use after a serious fault became apparent

This does not affect rights relating to any separate manufacturing defect or undisclosed problem.

20. Refund Method

Approved refunds will generally be issued to the original payment method used for the order.

Depending on the original transaction, refunds may be processed through:

• Shopify Payments

• A credit or debit card

• A digital wallet

• Another authorised payment provider

We generally cannot issue a refund to an unrelated card, bank account, or payment method.

Where the original payment method is unavailable, we will work with the customer and payment provider to determine an appropriate lawful alternative.

21. Refund Amount

An approved refund may include:

• The price paid for the returned product

• Applicable taxes paid on that product

• Reasonable return costs where required by law

• Original standard delivery charges where required by law

For a voluntary change-of-mind return, the following are generally not refundable:

• Express or priority shipping upgrades

• Gift wrapping

• Optional insurance

• Return postage

• Other optional services already supplied

Any deduction will be reasonable, clearly explained, and applied only where permitted by law.

22. Refund Processing Time

After an approved return has been received and assessed, we aim to process the refund within 5 business days.

You will be notified when the refund has been submitted.

Banks, card issuers, Shopify, digital-wallet providers, and other payment services may require additional time to display the refund in your account.

The time taken by a payment provider is outside our direct control.

23. Late or Missing Refunds

If you have received confirmation that a refund was issued but cannot see it:

1. Check the original payment account.

2. Contact your bank or card issuer.

3. Check whether the transaction is still pending.

4. Allow for the payment provider’s processing period.

5. Contact us at info@tuaomk.shop if the refund remains unavailable.

Please include your order number and refund confirmation when contacting us.

24. Promotional Orders and Free Gifts

Where a return affects a promotion, bundle, multi-buy offer, discount threshold, or free gift:

• The refund may be based on the amount actually paid for the returned product

• A free gift may need to be returned where the qualifying purchase is returned for change-of-mind reasons

• A discount may be recalculated where the remaining order no longer meets the promotional conditions

• The customer may keep an unsolicited promotional item unless otherwise agreed

Promotional adjustments will be reasonable and will not reduce statutory remedies for faulty or non-compliant products.

25. Partial Returns

Customers may request a return for one or more products from an order without returning the entire order.

Refunds for partial returns will be calculated using:

• The amount paid for the returned product

• The allocation of any order-level discount

• Applicable taxes

• Promotional conditions

• Any lawful shipping adjustment

Returning part of a bundle may affect the promotional value of the products retained.

26. Order Cancellations

Contact us at info@tuaomk.shop as soon as possible to request an order cancellation.

Cancellation cannot be guaranteed after an order has entered:

• Processing

• Picking

• Packing

• Fulfilment

• Shipping

If an order has already been dispatched, the customer may need to wait for delivery and then request a return.

Nothing in this section limits a cancellation right or remedy available under applicable law.

27. Refused and Unclaimed Deliveries

Refusing a delivery or failing to collect a parcel does not automatically create an approved return.

If a parcel is returned because it was refused or unclaimed, we may:

• Contact the customer

• Arrange redelivery

• Process an eligible return

• Issue an appropriate refund

• Deduct reasonable return or redelivery costs where legally permitted

No deduction will be made where the refusal resulted from a major product problem or another matter giving rise to a statutory remedy.

28. Unauthorised Returns

A return is unauthorised where it is sent:

• Without contacting us

• To an unapproved address

• After the voluntary return period without a legal basis

• Without sufficient identifying information

• Using cash-on-delivery services without approval

Unauthorised returns may be delayed, refused, or returned to the sender.

This section does not remove any rights available under the Australian Consumer Law.

29. Return Fraud and Abuse

We may reject or investigate a return where there is reasonable evidence of:

• Fraud

• Product substitution

• Deliberate product damage

• False claims

• Altered documents

• Repeated abuse of voluntary returns

• Return of a product not purchased from our store

We may request additional information to verify a claim.

A legitimate exercise of consumer rights will not be treated as return abuse.

30. Manufacturer Warranties

Some products may include a manufacturer’s warranty.

Manufacturer warranties operate in addition to rights under the Australian Consumer Law.

Customers are not required to purchase an extended warranty to retain their statutory consumer rights.

Where appropriate, we may assist with a manufacturer process, but we will not improperly require a customer to deal only with the manufacturer where tuaomk.shop is legally responsible for providing a remedy.

31. Privacy

Information submitted in connection with a return, refund, repair, replacement, or product assessment will be handled in accordance with our Privacy Policy.

We may share relevant information with:

• Shopify

• Payment providers

• Shipping carriers

• Fulfilment partners

• Product suppliers

• Technical assessors

• Fraud-prevention providers

Information will be shared only where reasonably necessary to process the request, investigate the issue, prevent fraud, or comply with applicable law.

32. Policy Changes

We may update this Return and Refund Policy to reflect changes to:

• Our products

• Return procedures

• Fulfilment arrangements

• Payment services

• Business operations

• Legal or regulatory requirements

The updated version will be published on this page with a revised “Last Updated” date.

Changes will apply prospectively and will not retrospectively remove rights that have already arisen.

33. Contact Us

For return, refund, exchange, repair, replacement, or cancellation enquiries, contact:

Company: tuaomk.shop
Website: tuaomk.shop
Email: info@tuaomk.shop

When contacting us, please include your full name, order number, the email address used for the purchase, and a clear explanation of the issue.