Returns & refunds

Your rights under Australian Consumer Law

Our products 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty, damaged or incorrect items

If something arrives faulty, damaged or not as described, email hello@chillwag.com.au with your order number and photos. We will arrange a replacement or refund at no cost to you, including return postage where a return is needed.

Change of mind

• You can return unused items in their original, unopened packaging within 14 days of delivery.
• Email us first so we can give you the correct return address.
• Return postage for change-of-mind returns is paid by you. We recommend a tracked service.
• Once we receive and check the item, we refund the item price to your original payment method.

Refund timing

Approved refunds are processed within 5 business days. Your bank may take a few extra days to show the funds.