Refund policy
EMX Customz Return & Refund policy
Change of Mind Returns
We accept change of mind returns under the following conditions:
- Request must be made within 7 days of delivery
- Item must be unused, in original packaging, and in resell able condition
- Proof of purchase is required
Please note:
- Customers are responsible for return shipping costs
- Original shipping fees are non-refundable
We reserve the right to refuse returns that do not meet these conditions.
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or not as described, you are entitled to a remedy under Australian Consumer Law.
Please contact us within 48 hours of delivery and provide:
- Your order number
- Description of the issue
- Clear photos or videos showing the problem
Depending on the situation, we will offer:
- Repair
- Replacement
- Refund
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved:
- Refunds will be issued to your original payment method
- Processing times may take 5–10 business days depending on your bank or payment provider
Non-Returnable Items
The following items are not eligible for return unless faulty:
- Used or damaged items not due to a fault
- Items without original packaging
- Gift cards or clearance items (if applicable)
Exchanges
We do not offer direct exchanges. If you would like a different product, please return your item (if eligible) and place a new order.
Return Process
To initiate a return:
- Contact our support team with your order details
- Wait for return approval and instructions
- Securely package the item in its original packaging
- Ship the item using a tracked service
We are not responsible for returns lost in transit if tracking is not used.
Contact Us
For all return and refund enquiries:
Email: Emxcustomz@gmail.com