Returns, Refunds and Exchanges Policy

1. Applicable Law and Principles

This policy is prepared in accordance with the Australian Consumer Law (ACL).

Under ACL, consumers have statutory rights that cannot be excluded. This policy does not limit, remove, or modify any rights you may have under ACL.

2. Return and Exchange Timeframes

If a product is faulty, does not match its description, has defects, or is unsuitable for its intended purpose, you may request a return, exchange, or refund within a reasonable period.

For non-fault issues (e.g., change of preference or ordering error), return or exchange requests are generally accepted within 30 business days of receipt.

All return or exchange requests must be submitted to customer support and confirmed prior to dispatch. Returns sent without authorisation may not be processed or may experience delays.

3. Situations Where Returns May Not Apply

The following generally do not qualify for non-fault returns:

• Products that have been clearly used, installed, or damaged by the user

• Items no longer in original condition, missing packaging, accessories, or labels

• Damage caused by misuse, improper maintenance, or external factors

• Items clearly marked as non-returnable (this does not affect ACL rights)

For products with statutory faults or quality issues, the above limitations do not apply.

4. How to Apply

To request a return, refund, or exchange, please contact customer support with the following information:

• Order number

• Proof of payment

• Reason for return/exchange

• Relevant photos or videos (if applicable)

Contact details:
Phone: +1 (917) 648-1773
Email: client@furmixio.com

Customer support generally responds within 3 business days, providing guidance on the next steps.

5. Refunds and Exchanges

For Faulty Products (ACL-related):

• Major faults allow a choice of refund or exchange

• Minor faults may be addressed through repair, exchange, or refund as applicable

• Return shipping for faulty items is generally covered

For Non-Fault Returns/Exchanges:

• Approved requests are provided with return instructions

• Products must be unused and appropriately packaged

• Return shipping may be the responsibility of the customer, unless otherwise indicated

Refund Timing:

• Once returned items are received and checked, refunds are typically processed within 1–3 business days

• Refunds are returned to the original payment method

• Bank processing time usually takes 10–15 business days, depending on the financial institution

Exchanges:

• Replacement items are dispatched after returned products are received and verified

• Tracking information is usually provided

6. Force Majeure

Delays or issues caused by natural disasters, transport disruptions, government restrictions, or other uncontrollable factors are handled on a case-by-case basis, with practical resolutions discussed where appropriate.

7. Data Protection

Personal information submitted during a return, refund, or exchange is used solely for post-sale processing and support.

• Data is handled in accordance with applicable data protection legislation

• Reasonable security measures are applied to protect information

• You may request access, correction, or deletion of your personal data

8. Contact Information

Address: 81 FLOYD PLACE, EAST NORWICH, NY 11732
Phone: +1 (917) 648-1773
Email: client@furmixio.com
Business Hours: Monday to Friday 09:00–12:30 / 14:00–18:00 (CET)