Return POLICY

RETURN PROCESS FOR DELIVERY ORDERS
  • Contact the Massive Discount team in writing at sales@massivediscount.com.au within 60 days of receiving your product and awaiting our written approval before you organise the return.
  • We exclusively offer new items for sale and facilitate customer returns both in-store and via mail. this process applies to two scenarios: returns for defective products and returns due to customer remorse. in either case, we will provide a downloadable return label for customers to use when sending the item back to us.
  • The returned items must be in the original packaging (this includes any pallet wrap, plastic wrap, external plastic to protect carton corners and more).
  • Products must be sealed, unused and in a re-sellable condition, otherwise a deduction cost of $10 may apply at our discretion.
  • We will not accept returns where part of the product has been used, for instances where less than a full quantity of a pack remains.
  • Customers must use tracked postage to return a product. the package must be sufficiently and reasonably protected so it arrives back at our warehouse safely without damage.
  • Any additional outer packaging required to package the parcel will be at the customer’s expense.
  • Once the return is received at our warehouse, please allow 1 business day for us to investigate your return parcel and inspect the contents.
  • We will then get in touch with you regarding the outcome. if you do not hear from us within this time frame, please get in touch with us.

PROCESSING TIME

Any approved refunds will be processed via your original payment method, and you’ll be notified via email once the refund has been processed. All refunds can take up to 2 business days to be processed and can take a further 5 business days for the funds to appear back in your account.

DELIVERY ISSUES

 

DELIVERY ISSUES

All our deliveries are completed using external couriers who do not operate under our company. We, therefore, do not take responsibility for delivery errors or issues made by any of the Courier Companies we use. If you do experience some sort of delivery issue, please contact the relevant courier company as soon as possible to open a parcel investigation by heading to the tracking link we email to your nominated email address on the dispatch date.  If you are unsure how to do this, please feel welcome to contact us for assistance at sales@massivediscount.com.au and we can help with opening the investigation.

 

Important:

Parcel investigations can take place over varying timeframes depending on the courier and the number of parcels in their network at the time. We provide no guarantees regarding the speed of responses from the courier company, or the speed of the outcome of the parcel investigation.

We are not obliged to take any further actions until the parcel investigation has concluded

If after the investigation a parcel is deemed lost in transit, we can provide a replacement, if possible, alternatively, a full refund or store credit for the full order amount will be offered. For replacement parcels, Massive Discount will cover the full cost of the parcel as long as there are no address changes or order changes.

If the outcome of the enquiry deems that the customer has provided insufficient information or has in a way prevented delivery from being successful, we are not obliged to cover the costs of replacement parcels or re-delivery charges.

If the outcome of the enquiry deems that the courier was at fault and provided an unacceptable service, then Massive Discount takes these situations seriously and will at our discretion further assist you with a reasonable resolution on a case-to-case basis.

 

AUTHORITY TO LEAVE

If delivery cannot be affected to an address provided by you, additional freight charges may be incurred. We give our couriers an ATL (Authority to Leave) authorisation, to avoid re-delivery fees and collection issues from freight depots, being incurred by our customers. All our parcels are traceable, but depending on the courier company, may not require a signature for delivery. We do not accept responsibility or cost for parcels once they have been scanned as delivered by the courier company. It is your responsibility to advise, before dispatch, if you are concerned about goods being left unattended on your doorstep. 

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