Refund policy

This policy explains change-of-mind returns and your rights if an item is faulty, damaged, incorrect or not as described.

Your rights under the Australian Consumer Law

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.

Nothing in this policy excludes, restricts or modifies those rights.

Faulty, damaged, incorrect or not as described

Send us a return request through the Ask us form (choose "Return request") with your order number and a short description of the issue. We'll reply personally by email. For damage on arrival, please contact us as soon as you can, and if available, reply to our email with a photo of the item and packaging; we'll replace it or refund you, whichever you prefer. For any issue, photos help if available but are never required, and contacting us later never limits your rights.

For a major failure, you choose a refund or a replacement. For a minor failure, we'll fix it by repairing, replacing or refunding within a reasonable time. If we don't fix a minor failure within a reasonable time, you can reject the item and choose a refund or replacement, or have it fixed elsewhere and ask us to cover the reasonable cost.

If returning the item would cost you significantly, we'll arrange and cover its return. There's no time limit in this policy for faulty, damaged, incorrect or not-as-described items; your Australian Consumer Law rights last for a reasonable time. These rights apply whether or not you still have the original packaging, and the change-of-mind conditions below never apply to these items. More information: accc.gov.au

30-day change of mind

Changed your mind? You can return your mask for a refund if:

• you send a return request within 30 days of delivery, with your order number or other proof of purchase;

• the item is unused and unwashed; and

• it's in its original packaging.

Because eye masks are worn against the skin, we can't accept change-of-mind returns of masks that have been used or washed. This hygiene rule applies to change of mind only. It never limits your rights for faulty, damaged, incorrect or not-as-described items.

Return postage for change-of-mind returns is paid by you. We recommend a tracked service, as we can't be responsible for change-of-mind returns that don't reach us. Delivery to you was free, so nothing is deducted from your refund for shipping.

How to start a return:

• Send a return request through the Ask us form, choosing "Return request", with your order number and the reason for your return. For change of mind, please do this within 30 days of delivery. For faulty, damaged, incorrect or not-as-described items, there's no 30-day limit. Please wait for our reply before sending anything back, so we can give you the right address.

• We'll email return instructions and the appropriate address where a return is needed, addressed to Restwink Returns. Contacting us helps arrange the return and does not limit your statutory rights. For change of mind, we'll confirm by email that your request meets the conditions above before you send it.

• Pack it securely and include your order number.

• Send it back, ideally tracked, and reply to our email with the tracking number.

Inspection and refunds:

When a change-of-mind return arrives, we check it meets the conditions above, then email you the outcome. For faulty, damaged, incorrect or not-as-described items, we confirm the issue and your chosen remedy by email. Approved refunds go to your original payment method. We process approved refunds as soon as we can after approval. Your bank may take a few further business days to show it.

For faulty, damaged, incorrect or not-as-described items, we refund the full amount you paid for the item plus reasonable return postage costs.

Exchanges:

For a different item, return the original for a refund and place a new order. If your item is faulty, we'll happily send a replacement.

Gifts:

For a gift, we can refund the original purchaser or, where appropriate, send a replacement. Please include the order number or the purchaser's name and email in your return request.

Cancellations:

Send us a message through the Ask us form with your order number as soon as possible. If your order hasn't been dispatched, we'll cancel it and refund you in full. Once it's on its way, follow the returns process above.