Refund policy
Returns & Refunds Policy
Buy with Confidence — Free 14-Day Returns
We want you to shop with total peace of mind. If you change your mind or something isn't quite right, you have 14 days from delivery to return your order for a store credit or exchange — it's our way of making sure you're confident in every purchase.
This policy is provided in addition to your rights under the Australian Consumer Law. Nothing in this policy limits or replaces those rights; where they apply, they take precedence over the terms below.
All product returns must be processed through the original method of purchase.
Faulty, Damaged or Incorrect Items
You may be eligible for a refund (to the original payment method), replacement, or exchange (where feasible) if your item:
- Is faulty or not of acceptable quality; or
- Is not fit for its intended purpose; or
- Was damaged on arrival; or
- Does not match the sample or our description.
If there is a problem with your item, please contact us as soon as possible — ideally within 7 days of delivery — with your order number, details of the issue, and photos. You will also need to present your invoice or order number, or other adequate proof of purchase. This timeframe helps us resolve issues quickly; it does not limit any rights you may have under the Australian Consumer Law for faulty goods. If the issue is confirmed, we will cover return shipping.
Change of Mind / Not as Expected
We're happy to offer a store credit or exchange on change-of-mind returns within 14 days of delivery, provided the item is unused, in resalable condition, and in its original packaging.
Please note: original shipping costs are non-refundable, and return freight is the customer's responsibility on change-of-mind returns. Credits and exchanges are processed once the item is received and inspected. We're always happy to help before you buy to make sure you choose the right product.
Non-Returnable Items
Clearance items, custom or personalised products, perishable goods, personal care items, and hazardous materials cannot be returned.
How to Request a Return
Email us at info@werko.com.au with your order number, details of the issue, and photos. Returns must be approved before sending any items back.
Authority to Leave Deliveries
If you select "Signature not required," you authorise the courier to leave the parcel unattended. Once marked delivered, the order is considered fulfilled, and we are not liable for loss, theft, or damage.