Returning Faulty Items

Returning Faulty Items

This page provides guidance for returning faulty items purchased from Suppcity.com.au. Our returns and refund policies do not limit any rights or remedies you may have under Australian law, including those under the Australian Consumer Law (ACL).

If you believe an item is faulty, please contact our support team at support@suppcity.com.au for assistance.

Faulty Items and Your Legal Rights

If an item purchased from Suppcity is faulty, your return and refund rights under our policy are in addition to any rights you may have under the ACL.

You may be entitled to a refund, repair, or replacement depending on the nature of the fault and the product type.

Identifying and Returning Faulty Items

If you discover a fault:

  • Within 30 days of delivery: Please contact us for a return label and instructions. We will process your return or exchange once we receive the faulty item.
  • After 30 days of delivery: You may still be entitled to a remedy. Please contact us so we can assess your eligibility for a repair, refund, or replacement based on the ACL.

Items do not have to be returned in their original packaging, but they must be packed securely to prevent damage during return shipping.

Factors such as age, price, item condition, and product disclosure at the time of sale may affect the remedy offered under the ACL. The ACL applies to new, used, and refurbished products alike.

Customer Damage or Misuse

Suppcity is not obligated to accept returns or provide refunds for items that are damaged due to:

  • Misuse or improper handling
  • Customer tampering or unauthorized repair attempts
  • Physical damage after delivery

Returned items must be in a condition suitable for inspection to determine the nature of the fault.

Electronics (Where Applicable)

If Suppcity supplies electronic products (e.g. health monitors or devices), we will provide a full refund or replacement if the item:

  • Does not function on arrival
  • Arrives in a visibly damaged condition

To be eligible, you must report the issue and return the item within 30 days of delivery.

In some cases, Suppcity may test returned items. If we determine that the product was not faulty, a restocking or testing fee of up to 15% of the item value may be charged.

If the fault appears after 30 days, please contact us as you may still be eligible for a repair, replacement, or refund depending on the circumstances.

Removing Personal Data Before Returning

If you return any electronic item that stores personal information (such as fitness trackers, smart scales, or blood pressure monitors), you are responsible for erasing all personal data from the device before returning it.

Be sure to log out of any linked apps or cloud-based services to protect your information.

Shipping Faulty Returns

If your item is faulty and falls outside of our free return window, please still contact us. We may provide you with a pre-paid return label depending on the fault and eligibility under the ACL.

For full details, please also refer to our Returns & Refunds and Privacy Policy.

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