Refund & Returns Policy

(Last Updated: June 2026)

At Ponfel's, we want you to be happy with your purchase and are committed to providing excellent customer service.

If you receive an item that is damaged, faulty, or not as described, please contact us as soon as reasonably possible so we can assist in resolving the issue.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under Australian Consumer Law.

If a product is faulty, damaged, unsafe, or significantly different from its description, you may be entitled to a repair, replacement, refund, or other remedy in accordance with Australian Consumer Law.

Damaged or Faulty Items

We take great care when packing orders to ensure they arrive safely. However, on rare occasions, damage may occur during transit.

If your item arrives damaged or faulty, please contact us at sales@ponfel.com.au as soon as possible and include:

• Your order number

• A description of the issue

• Photographs of the item and packaging where possible

This information helps us assess the issue and work towards a suitable resolution.

If you believe a product is faulty, please discontinue use immediately until the matter has been assessed.

Returns

Where a return is required, items must be returned before a refund, replacement, or exchange can be processed unless otherwise agreed by Ponfel's.

Customers are responsible for the cost of returning items unless the return is due to a fault, damage, incorrect item supplied, or another circumstance where Australian Consumer Law requires us to cover the cost.

We recommend using a tracked postal or courier service when returning items, as Ponfel's cannot accept responsibility for returns lost in transit.

Change of Mind

We do not offer refunds or exchanges for change-of-mind purchases.

Please choose carefully before placing your order.

Non-Returnable Items

The following items cannot be returned unless required under Australian Consumer Law:

• Custom-made or personalised products

• Special order items

• Perishable goods

• Personal care and hygiene products

• Gift cards

• Clearance, sale, or discounted items

If you are unsure whether your item is eligible for return, please contact us before purchasing.

Exchanges

Where an exchange is approved, the item must be returned in its original condition and packaging where possible.

If a replacement item is available, we will arrange an exchange. If the item is no longer available, we may offer an alternative product, store credit, or refund where appropriate.

Unless the exchange is due to a fault, damage, or an error on our part, any return shipping costs are the responsibility of the customer.

Refunds

Once we receive and inspect a returned item, we will notify you of the outcome of your refund request.

If approved, refunds will be processed to your original payment method.

Please note that it may take several business days for your bank, credit card provider, or payment service to process and display the refund.

Original shipping charges are generally non-refundable unless required under Australian Consumer Law or where the return is due to an error on our part.

Contact Us

If you have any questions regarding a return, refund, exchange, or product issue, please contact us:

Email: sales@ponfel.com.au

Phone: 0413 345 847

We are always happy to assist and will do our best to resolve any concerns promptly and fairly.