Refunds and returns
Last updated 21 October 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Cancelling an order
You can cancel an order within 12 hours of placing it, as long as it has not been shipped. Cancelling before dispatch is free and we refund you in full. Once an order has been shipped it can no longer be cancelled, and it becomes a return instead. To cancel or change an order, email theteam@clearancewarehouse.net.au with your order number.
Change of mind: our 15 day window
We accept change of mind returns within 15 days of delivery. To qualify:
- the item must be unused, in its original packaging and in a condition we can sell again;
- you need your order confirmation or another proof of purchase from this website;
- the return must be started within 15 days of the day you received the item.
On a change of mind return the return postage is yours, sent by a tracked service. Nothing else is charged. Your refund is processed 24 to 48 hours after the item reaches us, back to your original payment method.
The Australian Consumer Law does not give a right to return goods simply because you changed your mind, so this window is our own policy, offered on top of your statutory rights.
Items we cannot take back for a change of mind
For hygiene and safety reasons we cannot accept a change of mind return on opened or used personal care items, or on plumbing or electrical accessories that have been installed. This does not affect your rights if any of these items is faulty: the guarantees above still apply.
Damaged, faulty or incorrect items
If an item arrives damaged, is faulty, or is not what you ordered, tell us at theteam@clearancewarehouse.net.au with your order number and a few photos. It helps us most if you get in touch within 7 days of delivery, but your rights under the Australian Consumer Law do not depend on that. We will arrange a replacement or a full refund, and we pay the return shipping.
An order that has not arrived
If your order has not arrived within the delivery times on our shipping page, contact us. We will check the parcel's progress with the courier and give you an update, then a replacement or a refund if it cannot be found.
How to start a return
- Email theteam@clearancewarehouse.net.au with your order number and the reason for the return.
- We reply with a return authorisation and the address to send it to.
- Send the item back by a tracked service. For a change of mind return the postage is yours; for a damaged, faulty or incorrect item we cover it.
- Once it arrives we process your refund within 24 to 48 hours.
If you are unhappy with how we handled it
Email theteam@clearancewarehouse.net.au with your order number and the word "complaint" in the subject, and a person will look at it again from the start. If we cannot resolve it, you can contact the consumer affairs or fair trading office in your state or territory.
Contact us
Clearance Warehouse Australia is a division of BuyFactory Direct Pty Ltd (ABN 30 656 628 938), a wholly owned subsidiary of Caruso Consulting Co Ltd.
AU office: Suite 307, Norwest Central, 12 Century Circuit, Norwest NSW 2153, Australia
International Registered address: Caruso Consulting Co Ltd, Suite 7, 47 Moo 1, T. Nawoong, Meaung, Phetchaburi 76000, Thailand
Email: theteam@clearancewarehouse.net.au
International call centre: +66 98 391 3877