Returns & Shipping Policy
1. Shipping Policy
Processing Time
- Orders are usually processed within 1–3 business days after payment is confirmed.
- Once shipped, you will receive a confirmation email with tracking information (where available).
Delivery Times
- Australian Suppliers: Estimated delivery is 3–10 business days.
- Overseas Suppliers: Estimated delivery is 10–30 business days, depending on supplier location, customs, and courier services.
Please note: These timeframes are estimates. Actual delivery may vary.
Multiple Shipments
If your order contains multiple items, they may be shipped separately by different suppliers. You may receive more than one tracking number and parcel for a single order.
Shipping Costs
- Shipping costs are determined by the supplier and will be displayed at checkout.
- Some items may qualify for free shipping, depending on the supplier.
Customs, Duties & Taxes
For orders shipped from overseas suppliers, additional customs duties, taxes, or import fees may apply. These charges are the responsibility of the customer.
Delivery Issues
If your order does not arrive within the estimated timeframe, please contact us at support@gosustainable.com.au with your order number. We will liaise with the supplier and courier to resolve the issue.
2. Returns, Refunds & Warranty
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
When You Can Request a Return or Refund
You may be eligible for a return, replacement, or refund if:
- The item is faulty, damaged, or defective.
- The item received is not what you ordered (wrong product, size, or variant).
- The item does not match the description provided.
In these cases, we will work with our supplier to arrange a suitable remedy.
Change of Mind
Because products are shipped directly from suppliers, change-of-mind returns are not generally accepted, unless permitted under the supplier’s policy. If accepted, return shipping costs are usually the responsibility of the customer.
Overseas Suppliers
If the supplier is located overseas:
- Return shipping may involve additional time and costs.
- Customs, duties, or import charges may apply.
- These costs may not always be refundable. We will inform you of any applicable costs before processing your return.
How to Lodge a Return Request
To request a return or refund, contact us at support@gosustainable.com.au within 7 days of receiving your order. Please include your order number, a description of the issue, and photographs (if relevant). We will liaise with the supplier and keep you updated throughout the process.
Refund Method and Timeframes
- Refunds will be processed using your original payment method (e.g. PayPal, credit card).
- Once the supplier approves the return, refunds generally take 5–10 business days to appear in your account.
- Replacement or repair times depend on the supplier’s location.