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 and packaging 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. The refund will be issued (less any shipping and handling fees) after the goods have been received by Expella and are found to be undamaged (please note that this includes packaging). Please follow the following steps:

1. Within 7 days of receiving the goods, complete the form at the bottom of this page or email info@expella.com.au  A member of the Expella team will respond within 2 business days to approve the return.

2. Check that the goods being returned are in their original saleable condition, they must be undamaged with all packaging intact.

3. Once the return has been approved by Expella, you must arrange for the goods to 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 and the cost to return goods is at the customer’s expense. If using Australia Post or a courier service please do not adhere postage or Courier labels to Expella's packaging. We request that boxes are returned in a post pack or wrapped so that packaging is not damaged.

4. Once the goods have been received by Expella and are found to be in their original saleable condition the refund will be processed, less shipping fees. Customers will receive an email confirming that the refund has been processed.

Please note that if the returned goods and packaging are damaged or not in original condition, Expella reserves the right to refuse refund, 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.