Refund policy

Last updated: 18 August 2026

Our goal is simple: if we've made a mistake, we'll fix it. If a product is faulty, we'll work with you to provide the appropriate remedy under Australian Consumer Law. If you've changed your mind, we're happy to consider a return within 30 days, subject to the conditions below.

At a Glance

Topic	Summary
Return window	30 days from the date you receive your item
Condition required	Unused, in original saleable condition, with all original packaging, labels, and accessories, plus proof of purchase
Restocking fee	10% of item price, to cover handling, inspection, and processing costs
Return shipping	Paid by the customer for change-of-mind returns; we cover it for confirmed faults (Australian orders, per below)
Authorisation	Contact us first for a Return Authorisation Number; items sent back without one won't be accepted
Non-returnable	Sale items and gift cards (ACL rights still apply), plus hazardous materials, flammable liquids, or gases
Faulty, damaged, or wrong item	Contact us immediately, no return shipping cost or restocking fee to you

Your Rights Under Australian Consumer Law

Nothing in this policy limits or replaces your rights under the Australian Consumer Law (ACL). If a product is faulty, unsafe, not fit for purpose, or significantly different from how it was described, you're entitled to a remedy under the ACL, regardless of the restocking fee or timeframe terms below. For a minor failure, we may choose to repair or replace the product, as permitted under Australian Consumer Law. For a major failure, you can choose between a replacement or keeping the item and being compensated for the drop in value.

The terms in the rest of this policy apply to change-of-mind returns and other situations that aren't covered by a consumer guarantee.

Change-of-Mind Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible, your item must be unused and in original saleable condition, with all original packaging, labels, accessories, and proof of purchase.
Approved change-of-mind returns are subject to a 10% restocking fee to cover handling, inspection, and processing costs.
Return shipping is paid by the customer.
Original shipping charges are not refundable for change-of-mind returns.

When a Return May Be Declined

We may refuse a change-of-mind return if:

The item has been opened, used, installed, or damaged after delivery.
The item is missing packaging, manuals, parts, or accessories.
The return request is made after the 30-day return period.
The item falls within a non-returnable category.

How to start a return

To start a return, contact us at info@maxshinestore.com.au. If your return is accepted, we'll send you a Return Authorisation Number along with instructions on how and where to send your package. Items sent back to us without first requesting authorisation will not be accepted.

You can always contact us with any return question at info@maxshinestore.com.au.

Items we can't accept back

Sale items are not eligible for change-of-mind returns. However, your rights under Australian Consumer Law still apply if the product has a consumer guarantee failure.

We also can't accept returns on gift cards, or on hazardous materials, flammable liquids, or gases, for safety and shipping compliance reasons.

If You Believe a Product Is Faulty

Tell us what's happening. Email info@maxshinestore.com.au with your order number, a description of the issue, and photos or video if possible.
We assess it. In most cases we can diagnose the issue from your description/photos; occasionally we may ask you to send the item back for inspection. For orders within Australia, if it's within 30 days of delivery, we cover that shipping cost upfront. After 30 days, you cover the cost of shipping it to us.
If we confirm a genuine fault, you're covered under the Australian Consumer Law above. For a minor fault, we may choose to repair or replace the product. For a major fault, you can choose a replacement or to keep the item with compensation for the drop in value. Whatever the outcome, it's at no cost to you, and if you paid to ship it back after the 30-day window, we'll reimburse that cost.
If we test the item and it's working as intended, it isn't a fault under the ACL, and the claim is treated as a change-of-mind return instead, meaning the standard terms above apply (30-day window, condition requirements, 10% restocking fee, shipping cost not reimbursed). Sale items and gift cards can't be returned on this basis either, since they're excluded from change-of-mind returns entirely.

The shipping cover described above applies to orders within Australia. For international orders, return shipping for inspection is paid by the customer and is not reimbursed, even if a fault is confirmed.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right at no cost to you within Australia. For international orders, return shipping is paid by the customer.

Exchanges

The fastest way to make sure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

Refunds

We'll notify you once we've received and inspected your return, and let you know if the refund was approved. We aim to inspect returned items within 5 business days of receiving them.

If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at info@maxshinestore.com.au.

Contact Us

For questions about this policy or to start a return, email info@maxshinestore.com.au. Hours: Monday to Friday, 10am to 4pm.

Return Address:

DETAILED PRO PRODUCTS PTY LTD

3 Endeavour Road, Unit 6D
Caringbah NSW 2229
Australia