Returns and Refunds Policy

We want you to be satisfied with your textbook purchases. This policy explains your options for returns and refunds, including your rights under Australian Consumer Law.

Your Rights Under Australian Consumer Law You are entitled to a refund, replacement, or repair if items are:

• Faulty or defective
• Significantly different from description or sample
• Not fit for their stated purpose
• Of unacceptable quality

These rights apply regardless of our standard return timeframes.

Our Extended Returns Policy In addition to your statutory rights, we offer the following:

For change of mind returns:

• In-store purchases: 14 days from purchase date
• Online purchases: 28 days from purchase date
• Textbooks: Returns accepted until the Census date of your trimester/study period
• Items must be in resaleable condition with original packaging where possible
• Proof of purchase required (receipt or tax invoice)
• Store credit or exchange offered (refunds at our discretion)

For faulty or damaged items:

• No time limit applies under consumer guarantees
• Full refund, replacement, or repair available
• We cover all return shipping costs
• Original delivery charges refunded for online orders

How to Return:

• In-store: Bring items to The Shop with proof of purchase
• By mail: Securely package items and send to: The Shop, PO Box 53, University of New England NSW 2351

For faulty items, contact us first at theshop@une.edu.au and we’ll provide a prepaid return label or arrange collection.

Refund Method: Refunds processed using your original payment method. Processing time: 5-7 business days after receipt.

Digital Products Policy

Your Consumer Rights eBooks and digital codes are covered by Australian Consumer Law. You’re entitled to remedies if digital products are:

• Faulty or don’t work as described
• Not of acceptable quality
• Not fit for purpose

Third-Party eBooks Most eBooks are supplied through our third-party provider. For these products:

• Returns handled directly through the provider [link here]
• Full consumer guarantees still apply
• Contact us if you have issues with the third-party process

Direct Digital Codes For eBook codes emailed directly from UNE Life Campus Books:

• Due to the immediate delivery nature, we cannot offer change-of-mind returns
• However, your consumer guarantee rights remain fully protected
• Contact us immediately at theshop@une.edu.au if you experience any issues

Important: Once a digital code is activated, we can verify but cannot reverse the activation. Please check your course requirements carefully before purchasing.

Shipping Information

Delivery Options & Costs

• Free Standard Shipping: Orders over $150 (excluding textbooks)
• Standard Delivery: $15 flat rate for orders under $150
• Express Delivery: $18 flat rate
• International: Contact us at 02 6773 3073 for quote

Processing & Timeframes

• Orders dispatched within 2 business days of payment (excluding public holidays)
• Standard delivery: 2-10 business days via Australia Post
• Express delivery: 1-3 business days via Australia Post
• Tracking provided via email once dispatched

Important Delivery Information

• Address accuracy: Please verify your delivery address before completing purchase
• Redirections: We cannot redirect parcels once dispatched
• Undelivered items: If returned to us (unclaimed/incorrect address), we’ll contact you to arrange redelivery. Additional shipping charges apply for customer error
• Damaged in transit: We take full responsibility for items damaged during delivery. Contact us immediately for replacement or refund

Your Rights: If items don’t arrive or arrive damaged, you’re protected under Australian Consumer Law. We’ll resolve the issue promptly at no cost to you.

Returns, Refunds & Exchanges

This policy does not limit your rights under Australian Consumer Law. You always have the right to a remedy for faulty, damaged, or misdescribed goods regardless of the timeframes below.

Your Consumer Rights (No Time Limit)

You’re entitled to a refund, replacement, or repair if products are:

• Faulty, damaged, or defective
• Substantially different from description
• Not fit for disclosed purpose
• Of unacceptable quality
• Missing advertised features

We cover all return costs for items covered by consumer guarantees.

Our Additional Returns Policy

1. Change of Mind Returns (Our Discretionary Policy) While not required by law, we offer the following for change of mind:

• Return window: 14 days from purchase (in-store) or delivery (online)
• Condition: Items must be unused, in original packaging with tags
• Proof required: Receipt or order confirmation
• Outcome: Store credit or exchange (refunds considered case-by-case)
• Return costs: Customer’s responsibility

2. How to Return Items

For Consumer Guarantee Issues (Faulty/Damaged):

1. Email theshop@une.edu.au immediately with:
   • Order number and purchase date
   • Description of fault with photos if possible
2. We’ll provide a prepaid return label or arrange collection
3. Refund/replacement processed within 7 business days of receipt

For Change of Mind:

1. Email theshop@une.edu.au within 7 days of receiving item
2. Include order number and reason for return
3. We’ll send a return authorization form
4. Ship items at your cost to: The Shop, PO Box U53, University of New England NSW 2351

3. Processing Times

• Inspection: 2-3 business days after receipt
• Refunds: 5-7 business days to original payment method
• Exchanges: Dispatched within 2 business days

4. Exclusions Change of mind returns not available for:

• Activated digital products
• Intimate apparel (hygiene reasons)
• Customized/personalized items
• Clearance items marked “final sale”

Consumer guarantees still apply to all products regardless of these exclusions.

Sales, Promotions & Special Offers

We regularly offer discounts and promotions to provide value to our UNE community. Here’s what you need to know:

Current Promotions

• Check our website for active sales
• Follow our social media for exclusive flash sales
• Sign up for our newsletter for early access to promotions

Terms & Conditions

• Single offer only: Discounts cannot be combined with other promotions unless explicitly stated
• Availability: While stocks last; some exclusions may apply
• Price matching: We don’t offer price matching, but we strive for competitive pricing
• Price errors: We reserve the right to cancel orders with obvious pricing errors, with full refund provided

Your Rights Remain Protected

• Sale items are covered by the same consumer guarantees as full-price items
• “No refunds on sale items” claims are not valid under Australian Consumer Law
• You maintain all statutory rights regardless of discount applied

Student & Staff Discounts Eligible UNE students and staff may access special pricing on selected items. Verification required at checkout.

Questions? Contact us at theshop@une.edu.au or visit us in-store for current promotions.

Your Appointment Booking

This policy explains our booking requirements and cancellation procedures. Your rights under Australian Consumer Law remain fully protected.

Booking Requirements

Online Booking Deposit

• A 20% deposit is required to secure all online appointments
• Deposits are credited toward your service cost
• Payment processed securely at time of booking

Cancellations & Changes

Rescheduling Your Appointment

• Free rescheduling: Available when you give us at least 3 business days notice
• How to reschedule: Call us directly or use your booking confirmation link
• Late rescheduling: Changes within 3 business days may result in deposit retention

Cancellation Policy

• 3+ business days notice: Full deposit refund or transfer to new booking
• Less than 3 business days: Deposit retained to cover preparation and lost booking opportunity
• Compassionate consideration: Emergencies and medical situations reviewed case-by-case

No-Shows If you don’t attend your scheduled appointment without notice:

• Deposit is forfeited
• Future bookings may require full prepayment
• We’ll attempt to contact you before marking as no-show

Late Arrivals

• Under 10 minutes late: We’ll do our best to provide full service
• Over 10 minutes late: We may need to:
  • Modify your service to fit remaining time
  • Reschedule your appointment (deposit may be retained)
  • Offer partial service with adjusted pricing

Service Adjustments

To ensure the best results and appropriate timing:

• We may recommend adjusting your booking duration based on previous appointments
• Complex services may require consultation before final booking
• We’ll contact you if we believe a different time allocation would better suit your needs

Your Rights

Consumer Guarantees Apply If we fail to provide services with due care and skill, or within agreed timeframes, you’re entitled to remedies under Australian Consumer Law, including potential refund of deposits.

Deposit Protection

• All deposits are held securely
• Refunds processed within 5-7 business days
• Original payment method used for all refunds

Contact & Support

Need to change your appointment?

• Phone: 02 6773 2461
• Email: sleek@une.edu.au
• In person: Visit us at Sleek

We appreciate your understanding that these policies help us:

• Maintain appointment availability for all clients
• Properly prepare for your service
• Respect everyone’s time
• Keep our prices competitive by minimizing lost appointments

Thank you for choosing Sleek Hair & Beauty. We look forward to seeing you soon.

Your Rights & Our Service Commitment

This policy explains how we handle refunds and issues with our vending machines across campus. Your rights under Australian Consumer Law are fully protected.

Immediate Assistance

Machine Issues & Failed Transactions If a vending machine fails to dispense your product or takes payment without delivering:

On-the-spot resolution:

• Call the service number displayed on the machine: 02 6773 3073
• Available Monday-Friday 8:30am-4:30pm
• We can often trigger remote refund for you.

After-hours issues:

• Email vending@une.edu.au with machine location and time
• Photo of machine number helpful but not required
• Refund processed asap.

Your Consumer Rights (No Time Limit)

You’re entitled to a refund or replacement if products are:

• Not dispensed after payment
• Damaged, expired, or defective
• Significantly different from what was displayed
• Of unacceptable quality
• Contaminated or unsafe

We’ll resolve these issues promptly at no cost to you.

Our Refund Process

1. Product Not Received

• Immediate refund via original payment method
• Cashless payments: 2-3 business days
• No proof of purchase required if we can verify transaction

2. Product Quality Issues

• Expired products: Full refund plus replacement
• Damaged items: Full refund or replacement
• Wrong item dispensed: Refund or exchange
• Temperature issues (warm drinks that should be cold): Full refund

3. How to Request a Refund

Option 1 – Digital (Fastest)

• Email vending@une.edu.au
• Include: Machine location, approximate time, product selected

Option 2 – In Person

• Visit The Shop during business hours
• Bring product if quality issue

Option 3 – Phone

• Call 02 6773 3073 during business hours
• Immediate assistance for urgent issues

Payment-Specific Information

Cashless Payments

• Refunds processed within 2-3 business days
• Account credits available for frequent users

Multiple or Recurring Issues

If you experience repeated problems:

• We’ll investigate the specific machine
• Provide alternative credit while machine is serviced
• May offer compensation for inconvenience
• Your feedback helps us improve service

Special Circumstances

Dietary & Allergen Issues If you have concerns about allergen information or dietary requirements:

• Full ingredient lists available
• Refunds provided for undisclosed allergens
• Report any labeling concerns immediately

Our Service Standards

We aim to:

• Process refunds within 2 business day of report
• Maintain machines weekly with fresh stock
• Display clear pricing and product information
• Provide 24/7 vending access where possible

Machine Maintenance:

• Regularly serviced and cleaned
• Temperature monitored remotely
• Stock rotation ensuring freshness
• Immediate response to reported issues

Contact Information

Vending Operations Team

• Email: vending@une.edu.au
• Phone: 02 6773 3073
• Hours: Monday-Friday 8:30am-4:30pm

In-person assistance:

• The Shop (for refunds and general enquiries)

Feedback & Improvements

Your experience matters to us. If you have suggestions for:

• Product selection
• Machine locations
• Payment options
• Service improvements

Please email vending@une.edu.au. We review all feedback and continuously improve our service.

Note: This policy applies to all UNE Life operated vending machines on campus. Third-party vending machines may have different policies displayed on their machines.