Refunds & Returns Policy

Last updated: 6 October 2025 (AEST)

We want you to be completely satisfied with your purchase from Old Age Plan. This policy explains how we handle returns, exchanges and refunds in line with the Australian Consumer Law (ACL).

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the ACL. 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.

2. Change-of-mind returns

  • Accepted within 14 days of delivery for standard, non-custom products.
  • Items must be unused, in original packaging, with all inserts and accessories.
  • Return shipping for change-of-mind is at the customer’s cost.

3. Faulty, damaged or incorrect items

  • If your order arrives faulty, damaged, or incorrect, contact us within 7 days of delivery.
  • We will repair, replace, or refund according to the ACL. For damaged-in-transit or incorrect items, we cover return shipping.

4. What’s not eligible

  • Items returned used, marked, or not in saleable condition (unless faulty).
  • Customised or personalised items (unless faulty).
  • Gift cards and downloadable/digital content once delivered/accessed (unless faulty).

5. Return window & proof of purchase

  • Change-of-mind: 14 days from delivery.
  • Faulty/damaged/incorrect: 7 days from delivery (notify us as soon as possible).
  • Please include your order number and proof of purchase with all enquiries.

6. How to start a return

  1. Email us: support@oldageplan.com.au with your order number, photos (if damaged/faulty), and a brief description.
  2. Approval & RMA: We’ll reply with return instructions and an RMA reference.
  3. Pack & ship: Use original packaging where possible. Include your name, order number, and RMA inside the parcel.

7. Refund method & timing

  • Approved refunds are processed to the original payment method.
  • Please allow 3–10 business days after we receive and inspect the return for funds to appear (bank/processor dependent).

8. Shipping costs

  • Change-of-mind: Customer pays return postage. Original shipping fees are non-refundable.
  • Faulty/damaged/incorrect: We provide a prepaid label or reimburse reasonable return shipping.

9. International orders (if applicable)

Customs duties, VAT/GST, and import fees are non-refundable by us. Check with your local authority for any duty drawback options.

10. Contact

Old Age Plan Pty Ltd
Email: support@oldageplan.com.au
Website: oldageplan.com.au

This policy applies in addition to your rights under the Australian Consumer Law.