Returns and exchanges
Shop with confidence knowing that if you are not 100% happy with your purchase, Expella will accept returns provided the conditions below are met:
• The product return is initiated within 7 days of receiving the order
• The product is returned in its original condition
• You supply your proof of purchase
Please note that it is important to check product specifications with your tradesperson before ordering.
All of Expella’s products come with a manufacturer’s warranty in addition to your Consumer Guarantees. For full warranty terms and conditions, and for information on how to lodge a warranty claim, please visit our Warranty page.
Returns process
If you purchase an item from our website and are not 100% happy with the product you have received you will be entitled to a full refund less freight and handling fee, after the goods have been received by Expella and are found to be undamaged (including packaging). Please follow the following steps:
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Within 7 days of receiving the goods, email info@expella.com.au A member of the Expella team will respond within 2 business days to approve the return.
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Check that the goods are being returned in their original saleable condition, undamaged with all packaging intact.
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Once the return has been approved by Expella, goods may be returned to Expella’s warehouse during business hours either in person, via courier or by Australia Post. It is the customer’s responsibility to arrange the return of goods, the cost to return goods are at the customer’s expense.
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Once the goods have been received by Expella and are found to be in their original saleable condition the refund will be processed, less freight and handling fees. Customers will receive an email confirming that the refund has been processed.
Please note that if the returned goods are damaged or not in original condition, Expella reserves the right to charge a restocking fee or offer a partial refund depending on damage.
Exchanges
Expella does not offer exchanges, however products can be returned for either a refund or credit within 7 days of receiving the order and customers can place a new order online.
Damaged Items
Whilst our orders are carefully wrapped, sometimes items can be mishandled during the delivery process.
We request that you carefully inspect delivery packaging before signing for your order. If the package and item being delivered is clearly damaged, do not accept the delivery from the driver. If possible, take photos of the damaged packaging and promptly email info@expella.com.au with the photos and order number.
If you notice there is damage to the packaging and you are unsure if the product(s) inside are damaged, do not accept the delivery without making a note with the delivery driver at the time of signing for the goods. If the product is damaged, we require notification within 7 days from the date of delivery. Expella will organise replacement product(s) to be shipped promptly.
Missing and/or Incorrect Order Items
If we have inadvertently sent the incorrect item, please notify us as soon as possible by calling or emailing info@expella.com.au and we will arrange for the items to be swapped.
If any items are missing, please contact us as soon as possible so we can arrange to have these replaced.