Revision 1.1 (9/2/15): We will not refund transaction fees incurred from the purchase of the goods that you wish to refund. As transaction fees differ from transaction to transaction, we reserve the right to determine the amount that will be withheld on a case by case basis.
Upon receipt of your complaint, we will endeavour to contact the Merchant and resolve the complaint on your behalf. If your complaint cannot be resolved, we will provide you a remedy in accordance with these terms and conditions and your statutory rights.
You will be entitled to a refund or rebooking or other remedy (in accordance with your statutory rights) when:
· The Merchant fails to or cannot provide the goods or services within the validityperiod;
· The goods or services supplied by the Merchant are not reasonably fit for the purpose described, not of acceptable quality, or the goods or services are materially different to what we advertised;
· The goods or services are not provided within a reasonable time, taking into account the validity period of the voucher;
· We have chosen to withdraw the deal from sale
We will only refund you in accordance with clause 1.1 where you have made reasonableattempts to use your voucher during the validity period, and you can providereasonable evidence of your attempts. All services promoted on the Website areoffered by merchants subject to availability. Neither HarkHark nor the merchantis responsible where you are unable to redeem your redeem code for reasons beyond HarkHark’s or the merchant’s control, including where you are unable toredeem your code because, through reasons of your own cannot meet available booking/redemption times. We will review each claim on a case-by-case basis inaccordance with our refund policy.
Where anappointment or booking is cancelled for reasons beyond the Merchant’s control(including for bad weather or breakdowns), you must allow the Merchant opportunity to provide you with alternative booking times, subject to the availability of appointments and the terms of the voucher. If available withina reasonable period of time after the expiry of the voucher, the Merchant mayprovide you with a booking after the validity period. You will be entitled to arefund where:
· Your booking or appointment is cancelled by the merchant consecutively more than 3times within the validity period; or
· If required, you are provided with an alternative booking or appointment outside the validity period, which is subsequently cancelled by the Merchant.
If you fail to:
· contact the Merchant within any advertised ‘Book By’ date,; or
· Make reasonable attempts to secure a booking during the validity period; yourvoucher will be void and non-refundable.
Expired vouchers are non-refundable. We do not allow refunds or returns for change ofmind. If you are eligible for a refund you may choose to accept a Store Credit instead of a cash refund.
Vouchers: Process for Claiming a Refund or Store Credit
Your request for a refund must be submitted through the HarkHark Help Centre. Your refund or Store Credit request must, where applicable:
· include the HarkHark redeem code;
· include adetailed description of your experience or issue; and
· Be received by us within a reasonable time (at our discretion) of your complaint arising.
We may verify the details of your refund or Store Credit request with the merchant,and by asking you to provide more information and proof.
Where we issue a refund, it will be issued via the same payment method that you used topurchase the redeem code or otherwise as determined by us.
We may refuse requests or complaints that we believe are not valid.
The refusal of a refund or Store Credit does not prevent you from seeking a refunddirectly from the provider.
Shopping: Supply and Delivery of Goods
Subject to this Agreement, we will supply the goods shown on your order confirmation. We will use our best endeavours to meet stated timeframes for delivery, however we cannot guarantee delivery timeframes will be met.
Shopping: Packaging and Labelling
We endeavour to depict goods available for order using accurate images of the goods. At times, however, goods actually delivered may to a small extent differin appearance and packaging from their appearance in images and photographs onthe Website.
We recommend that you read the labels and instructions on foodstuffs or otherconsumables prior to consumption or use.
Becausesome goods are imported or originate from outside of Australia, theirpackaging, ingredients and size may vary from the same or similar productavailable in Australia.
Shopping: Software and Technology Purchases – Limitation of Liability
You acknowledge that storage media such as hard drives in laptops, external harddrives, SD cards and USB keys can fail without warning, leading to a loss ofdata. You should regularly back up software stored on the media. In the eventthat storage media ordered from us becomes faulty, fails or otherwise detrimentally affects software or data stored on it, except as required by law,we will not be liable for any loss or damage to the software or data.
If you return storage media (such as a hard disc drive) whether separately or as apart of another product, to us for any reason, including replacement or repair,we will not be responsible for any software or data stored on the media. Wemake no representation that we will be able to repair or replace any productwithout risk to or loss of the software or data.
Shopping: Goods Out of Stock
We reserve the right to notify you that goods for which you placed orders have become unavailable for reasons beyond our control. You may receive a full refund orstore credit (at your election) in the event we cannot fulfil your order.
Shopping:Change of Mind Returns
We cannot refund or exchange goods for change of mind or errors you made in your order.We may, at our sole discretion, allow a return for store credit on acase-by-case basis, provided that the item in question is:
· returned within 28 days of order;
· not used or worn (with original tags and/or packaging); and
· not damaged in any way.
If we allow a return in these circumstances, we will ask you to follow our returnsprocess.
We will provide you with a refund or store credit only when we receive the returned product. You are responsible for payment of return postage on your order.Change of mind returns are not accepted for intimates, which includes underwear, hosiery, socks, swimwear and adult toys due to hygienic reasons.Remedies for defective goods are still available.
A $25.00or 20% (whichever is lower) re-stocking and returns handling fee will apply toreturns accepted under this clause.
Shopping: Defective Goods
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.You are entitled to a replacement for or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are alsoentitled 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.
Any warranty given by us will apply in addition to other rights and remedies youmay have under the Australian Consumer Law or any other law. Where applicable,you may make a claim in relation to goods that are faulty in accordance withour 12 Month Warranty Terms & Conditions. This warranty only applies wherespecifically advertised in the product’s listing.
Goods that you purchase from us may contain warranty documents on or inside the packaging provided by the manufacturer of the product. Any such warranty documents arenot given by HarkHark, and rights you may have in relation to those warranties are separate to any warranty rights given to you by HarkHark. Some warranty documents provided by manufacturers of imported goods may not apply in Australia. You should contact the manufacturer identified on the warranty document to determine whether or not the warranty applies to the goods inAustralia and, if so, how you should go about making a claim under such awarranty.
Shopping: Process for Returns and Refunds
When seeking a return on a product, please contact us via the Help Centre. Once contacted we will investigate your issues and advise you whether your productmay be returned and, where required, provide you with a Return Authorisation and instructions on how to return your goods, with which you must comply.
Once an item is returned we will either inspect your goods and investigate any claimed defect or, where we believe it is applicable, provide a remedy in relation toyour goods. If we do no believe a remedy is applicable upon inspecting yourgoods (for example, where we believe the goods have been misused, or there wasa failure to use in accordance with manufacturer's instructions, used it in anabnormal way or there has been a failure to take reasonable care), we will reject your claim and return your goods to you. You must cover the cost of return shipping in order to receive goods we have rejected on inspection, and we will provide you with instructions on how to make this payment.
Refunds will be issued using the payment method used for purchase. Store credits willbe issued to the account used to purchase the goods.
We aim to process refunds and replacements within 28 days of receipt by us of the original product, however, depending on your item and the number of returns inour system, this may take longer.