At dStore we realise that things don't always go as expected, and sometimes goods may have to be returned – a product may be defective, you have received the wrong item, or maybe you have just changed your mind.
This policy is in addition to your statutory rights under the Trade Practices Act. For more information, please visit the Department of Fair Trading website.
General Returns Policy
If a product is wrongly described, different from a sample shown or doesn't do what it is supposed to do, you may choose between a replacement, store credit or refund. dStore will pay all freight charges.
Defective or DOA (dead on arrival) Items. All items come with a 30 day guarantee against manufacturing defects and DOA items. Many items such as electrical goods come with a significantly longer warranty periods provided by the manufacturer.
How to request a return for defective or DOA items
STEP 1. Please contact us as soon as the problem arises via our online contact form or on 1800 DSTORE (+61 7 3223 6111) stating your order number, the item(s) you are returning and details of the problem.
STEP 2. Our Customer Experience Team will then issue a Return Authorisation Number (RA#) and provide you with a Reply Paid address. Please feature the RA# prominently on the outer packaging when you send it back to us. Please do not write the number on the item packaging itself. The RA# is valid for 14 days so please return the item immediately. dStore is responsible for shipping charges to return the item to us.
STEP 3. Once the item is received by us, and provided the returned item meets our DOA or defective items criteria, we will provide you with a credit to your account, a replacement product or a full refund to your original method of payment. This will be done within 7 business days of receiving the item and advise you of the outcome.
'Change of mind' Returns
Change of Mind Items. If you change your mind about the product you purchased from dstore (up to a value of $150), you are welcome to return the product to us.
For a credit to be issued, the item must be returned to us in it's original condition - undamaged and unopened, including the outer packaging. Once the item is returned and assessed, we will provide you with a credit on your dStore account for the product amount only (excludes delivery).
Please note that we are unable to accept 'change of mind' returns for personalized jewellery, hampers, flowers or experiences.
How to request a Change of Mind return
STEP 1. Please contact us within 14 days of delivery of the item via our online contact form or on 1800 DSTORE (+61 7 3223 6111) stating your order number and the item(s) you are returning. Our Customer Experience Team will then issue a Return Authorisation Number (RA#) by email which will contain all relevant return information.
STEP 2. Return the item to dStore using the address provided. The RA# is valid for 14 days, so please return the item immediately. Please feature the RA# prominently on the outer packaging when you send it back to us. Please do not write the number on the item packaging itself.
You are responsible for all costs to facilitate the return of the item to us. dStore does not accept any liability for returned items until they have been received by us. For high value items, we recommend using an insured and trackable delivery method. Please ensure the item is packaged securely and appropriately for postage.
STEP 3. Please allow 14 days for the return to be processed. Once the item has been received and assessed, we will provide a credit on your dstore account for the product amount (excludes delivery). Once the credit is on your account, you may place another order at your leisure.
Warranty Claims
Warrantable Items. A warrantable item is one which is covered by a manufacturer's warranty. This is often the case in brand-name electrical items, mobile phones, computers and IT products.
How to request a Warranty Claim
STEP 1. Please contact us as soon as the problem arises via our online contact form or on 1800 DSTORE (+61 7 3223 6111) stating your order number, the item(s) you are returning and details of the problem.
STEP 2. Our Customer Experience Team will advise you of the process to request a claim either through dStore or with the manufacturer (or their Authorised Repair Agent). For items where the warranty is provided by dStore, a RA# will be issued to return the item to us.
Typically it will be quicker to deal directly with the manufacturer or their Authorised Repair Agent, however if you would prefer we will handle it for you. This can lead to a delay due to the time it takes to send the item to us, then for us to forward the item to the Manufacturer.
STEP 3a. If the warranty is handled by the manufacturer, please contact them immediately and follow their Returns Policy and Instructions. If you require any assistance with this process, please feel free to contact us.
STEP 3b. If the warranty is handled by dStore, our Customer Experience Team will issue a RA# and provide you with a Reply Paid address. Please feature the RA# prominently on the outer packaging when you send it back to us. Please do not write the number on the item packaging itself. The RA# is valid for 14 days, so please return the item immediately. dStore is responsible for shipping charges to return the item to us.
STEP 4. Once we receive the item, it will be assessed by our Returns Department and in some cases we will be required to forward it to the Manufacturer or their Authorised Repair Agent for further assessment. Please be aware that it can take up to 4 weeks for this process to be completed.
Your Trolley
