Refund policy
1. Australian Consumer Guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Nothing in this Refund Policy limits or overrides your statutory rights.
Under the ACL, you are entitled to:
- A replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage
- Repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure
A major failure means the product:
- Is unsafe
- Is significantly different from its description, sample or demonstration model
- Has a problem that would have stopped you from buying it had you known about it
- Cannot do what you asked for and cannot easily be fixed
- Cannot be used for its normal purpose and cannot easily be fixed within a reasonable time
2. Voluntary Returns
Beyond your statutory rights, we do not offer change-of-mind returns. If you have received the correct product and it is not faulty or significantly different from its description, we are unable to offer a refund or exchange.
We encourage you to review product descriptions, images and specifications carefully before purchasing.
3. Faulty or Damaged Products
If you receive a product that is faulty, damaged during transit, or significantly different from its description, please contact us within a reasonable time at hello@petelli.com. Please include:
- Your order number
- A description of the fault or issue
- Photos or short video showing the fault or damage
We will assess the issue and, depending on whether the failure is major or minor:
- Major failure: You may choose a full refund or replacement of the individual damaged item
- Minor failure: We will repair or replace the product within a reasonable timeframe. If we cannot do so, you are entitled to a refund
4. Return Shipping
If a product is faulty or not as described, please contact us immediately, and prior to returning anything. If and when the return is accepted by us, we will cover the cost of return shipping. We will provide you with a prepaid shipping label or reimburse reasonable return postage costs.
Products must be returned in their original condition where possible. Please package items securely to prevent further damage during return transit.
5. Refund Processing
Approved refunds will be processed to the original payment method within 5-10 business days of us receiving the returned product. Please allow additional time for your bank or payment provider to process the refund.
6. Cancellations
If you wish to cancel an order before it has been shipped, please contact us as soon as possible at hello@petelli.com. If the order has not yet been dispatched, we will cancel it and issue a full refund. Once an order has been shipped, it cannot be cancelled.
7. Warranty
In addition to your statutory consumer guarantee rights, if you experience any issues with a Petelli product, please contact us. We stand behind the quality of our products and will work with you to resolve any concerns. Most of our products exceed legislative requirements concerning warranties, in that they carry a 3 year warranty, not 12 months.
8. Contact Us
For all returns, refunds and warranty enquiries:
Petelli Ventures PTY LTD
ABN: 27 608 758 729
PO BOX 5164, Bundaberg West, QLD 4670
Email: hello@petelli.com
Last updated: 22 June 2026