Returns, Exchanges and Warranty Policy

We want you to be happy with your Neptune Blanket purchase. This policy explains our voluntary change-of-mind returns and exchanges, as well as your rights when a product is faulty, damaged, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Contacting Us

Before returning a product, please contact our Customer Care team at:

Email: info@neptuneblanket.com.au

Please include:

• Your order number;
• The product you wish to return;
• The reason for the return; and
• Photographs or other supporting information where the product may be faulty, damaged or incorrect.

Please contact us before returning an item so we can provide the correct return instructions. This helps us process the matter promptly and does not limit any rights you may have under the Australian Consumer Law

Change-of-Mind Returns and Exchanges

Our change-of-mind policy is offered in addition to your rights under the Australian Consumer Law.

A change-of-mind return includes circumstances where you ordered the wrong product, selected the wrong size or colour, no longer want the product, or the product does not suit your personal preferences.

Weighted Blankets: 30-Day Trial

It can take some time for your body to adjust to a weighted blanket. We recommend using your blanket for at least 10 days before deciding whether its weight is suitable.

You may request a change-of-mind return or exchange within 30 days of receiving your weighted blanket, subject to the conditions below.

Change-of-Mind Refunds

Approved change-of-mind refunds will be issued as a Neptune Blanket store credit in the form of a digital gift card redeemable through our website.

We do not provide cash refunds for change-of-mind returns unless required by the Australian Consumer Law.

Exchanges

For an approved exchange, Neptune Blanket will cover the cost of sending the replacement product to you.

You are responsible for the cost of returning the original product to us.

Returns and exchanges under our voluntary 30-day trial are limited to one return or exchange per order.

Return Condition

Weighted blankets returned under our change-of-mind policy must be returned in a clean, hygienic and resalable condition.

The product must not contain or show:

• Animal hair;
• Food, drink or other stains;
• Sweat, grease or strong odours;
• Tears, damage or excessive wear;
• Missing components; or
• Damage caused by misuse or failure to follow the care instructions.

Please retain the original box and packaging so the blanket can be safely returned.

Where a returned blanket is not in the required condition, we may decline the change-of-mind return or deduct a reasonable amount from the store credit to reflect the cleaning required or the reduction in the product’s value. We will not make such a deduction where the product is being returned because it fails to comply with the Australian Consumer Law.

If the blanket requires washing before return, please follow the product’s care instructions carefully.

Mellow Mats, Acupressure Mats and Other Products

Change-of-mind returns or exchanges may be requested within 30 days of receiving the product.

To qualify, the product must:

• Be unopened and unused;
• Be in its original packaging;
• Be in a clean, complete and resalable condition; and
• Include all accessories, components and documentation supplied with it.

Approved change-of-mind refunds will be issued as a Neptune Blanket store credit in the form of a digital gift card redeemable through our website.

You are responsible for the cost of returning a change-of-mind return or exchange to us.

Change-of-mind returns and exchanges are limited to one return or exchange per order.

We may decline a change-of-mind return where the product does not meet the conditions above. This does not affect your rights where a product is faulty or otherwise fails to meet a consumer guarantee.

Original Delivery Charges

Original delivery charges are generally not refundable for change-of-mind returns.

Where an order received free delivery, Neptune Blanket will not retrospectively charge the original delivery cost unless this was clearly disclosed as a condition of a particular promotion.

Faulty, Damaged or Incorrect Products

Products sold by Neptune Blanket come with automatic consumer guarantees under the Australian Consumer Law.

These guarantees include that products must:

• Be of acceptable quality;
• Be fit for any disclosed purpose;
• Match their description, sample or demonstration model; and
• Meet any additional promises made about their quality, condition, performance or characteristics.

Please contact us as soon as reasonably possible if you believe your product is faulty, damaged, unsafe, incorrectly supplied or does not meet a consumer guarantee.

We may request photographs, videos or other reasonable information to help us assess the issue. In some cases, we may need to inspect the product before determining the appropriate remedy.

Major Problems

A product may have a major problem where, for example:

• A reasonable consumer would not have purchased it had they known about the problem;
• It is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;
• It is unfit for a purpose you told us about and cannot easily be made fit within a reasonable time;
• It is significantly different from its description, sample or demonstration model; or
• It is unsafe.

Where a product has a major problem, you may be entitled to choose between:

• A refund of the price paid; or
• A replacement product of the same type and similar value, where reasonably available.

You may also be entitled to compensation for any other reasonably foreseeable loss or damage resulting from the failure.

Minor Problems

Where a problem is minor and can be remedied within a reasonable time, Neptune Blanket may choose to provide a repair, replacement or another appropriate remedy.

If we cannot repair the product within a reasonable time, or if the repair is unsuccessful, you may be entitled to a replacement or refund.

Return and Shipping Costs for Faulty Products

Where a product is confirmed to have a problem covered by the Australian Consumer Law, Neptune Blanket will bear the reasonable costs of returning the product.

Depending on the nature and size of the product, we may:

• Provide a prepaid return label;
• Arrange collection;
• Ask you to return the product and reimburse reasonable postage costs; or
• Assess the product using photographs, videos or other appropriate evidence.

Please retain any postage receipts if we ask you to arrange the return.

If the product is found not to have a fault or other failure covered by the Australian Consumer Law, you may be responsible for return delivery costs. We will discuss this with you before sending the product back.

Proof of Purchase

We may request reasonable proof that the product was purchased from Neptune Blanket.

Proof of purchase may include:

• An order confirmation;
• A receipt or tax invoice;
• A bank or card statement;
• An online account purchase record; or
• Other reasonable evidence of the transaction.

A claim will not automatically be rejected solely because the original receipt is unavailable where other satisfactory proof of purchase can be provided.

Neptune Blanket 12-Month Voluntary Warranty

In addition to your rights under the Australian Consumer Law, Neptune Blanket provides a voluntary 12-month warranty against defects from the date of purchase.

This voluntary warranty applies to manufacturing faults arising during normal and intended use of the product.

What the Voluntary Warranty Does Not Cover

To the extent permitted by law, this voluntary warranty does not cover damage caused by:

• Stains, marks, sweat, grease, food or drink spills;
• Animal damage or animal hair;
• Accidents, misuse, abuse or mishandling;
• Improper storage;
• Normal wear and tear;
• Commercial use where the product was designed for domestic use;
• Alterations or repairs performed without our approval; or
• Failure to follow the care, cleaning, safety or usage instructions supplied with the product.

These exclusions apply only to our voluntary warranty. They do not exclude any rights you may have under the Australian Consumer Law.

The 12-month warranty period also does not limit the period during which you may be entitled to a remedy under the Australian Consumer Law. Depending on the product, its price, its expected lifespan and the nature of the problem, your consumer rights may continue beyond 12 months.

Making a Warranty Claim

To make a claim, contact:

Warrantor: Dysck Pty Ltd trading as Neptune Blanket
Email: info@neptuneblanket.com.au
Business address: 2A Murray Jones Drive, Bankstown Aerodrome NSW 2200

Please provide reasonable proof of purchase, a description of the problem and photographs or videos where appropriate.

We will assess your claim and advise you of the next steps. Neptune Blanket will bear the reasonable costs of making a valid claim under this warranty, including reasonable return costs where the product is found to have a covered defect.

Australian Consumer Law Notice

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.

Processing Approved Returns

Once an approved return is received, we will inspect and process it within a reasonable period.

Store credits, refunds or exchanges will be processed using the remedy applicable to the return:

• Change-of-mind returns will be processed according to our voluntary policy above; and
• Returns involving a failure to meet a consumer guarantee will be handled in accordance with the Australian Consumer Law.

Any refund required under the Australian Consumer Law will generally be made using the customer’s original payment method, unless another method is agreed.

Change-of-mind conditions, including store credit, original packaging, unused condition, one return only and customer-paid return shipping, do not apply where the product fails to meet a consumer guarantee under the Australian Consumer Law.

This policy applies to purchases made directly from Neptune Blanket. For products purchased through another retailer, please contact that retailer first, as the seller is responsible for providing remedies under the Australian Consumer Law.