Refund policy

Return & Refund Policy — servicerecord.store

Last updated: 24 Sept 2025

Thank you for shopping with servicerecord.store. We want you to be happy with your purchase, but because we sell vintage and second-hand items, returns are handled somewhat differently than for new goods. Please read this policy carefully so you know what to expect.


1. Consumer Guarantees & Your Rights

Under the Australian Consumer Law (ACL), you have statutory rights when you buy goods or services. Goods must be of acceptable quality, fit for purpose, and match descriptions or images provided. If these guarantees are not met, you are entitled to a remedy such as a repair, replacement or refund.


2. Our Change-of-Mind / “No Fault” Returns

Because of the nature of vintage/second-hand stock (unique, one-off items), servicerecord.store does not generally accept returns for change-of-mind. This means:

  • We do not offer refunds or exchanges if you simply decide you don’t like the item, found a cheaper one elsewhere, or it doesn’t suit you (unless we agree in writing beforehand).
  • If you have questions about the condition, measurements, or details, please ask us before purchasing.


3. When We Will Accept Returns

We will accept returns (or refund / exchange) if:

  • The item is significantly different from its description (e.g. missing features, incorrect size, misdescribed colour/material)
  • The item is faulty or develops a fault not caused by misuse
  • The item is not fit for a purpose you made known to us at time of purchase, and we agreed to that purpose

If one of the above applies, we will at our option repair, replace, or provide a refund.


4. Timeframe & Condition for Returns

To be eligible for a return under section 3:

  • You must notify us within 7 days of receiving the item
  • The item should be returned in the condition you received it, with all tags, labels, and packaging (if applicable), unless the fault is something that prevents this
  • Proof of purchase (receipt or order number) is required
  • You must provide photographic evidence if requested (for faults or discrepancies)


5. Refunds / Exchanges

If your return is accepted:

  • We will process any refund, repair, or replacement within 14 days of receiving the returned item
  • Refunds will be made via the original payment method where possible
  • If a replacement or repair is not possible, a full refund will be offered
  • If you are offered an exchange but prefer a refund, we will accommodate this where feasible


6. Who Pays for Return Shipping

  • If the return is due to a fault, misdescription, or error on our part, servicerecord.store will cover the cost of return postage
  • If the return is due to a change-of-mind (if we agree to accept it), or because you ordered the wrong size, colour, etc., you will be responsible for return postage
  • Items must be shipped securely and appropriately packaged. If damage occurs in transit due to inadequate packaging, we may reduce the refund accordingly (unless the damage was our mistake).


7. Excluded Items

Some items may be excluded from returns/changes, such as:

  • Items marked “Final Sale” or “No Returns”
  • Items that have been altered, modified, or damaged after delivery (excluding faults)
  • Items where hygiene or safety is compromised (if applicable) — e.g. certain accessories, clothing, undergarments, etc.


8. How to Request a Return

To initiate a return:

  1. Contact us via email or through our contact form within 7 days of delivery.
  2. Include your order number, name, item details, and clear photos showing the issue (if relevant).
  3. Await our return authorisation and instructions (how/where to send).
  4. Pack the item carefully, with all tags and packaging included (unless damaged or unusable).
  5. Send via tracked postage with proof of postage (if you are responsible for shipping).


9. Refund Timeframe

  • Once we receive the returned item, we’ll inspect it and notify you within 3 business days whether the return is accepted.
  • If accepted, refund/replacement will be processed within 14 calendar days.


10. Questions & Disputes

If you believe you’re entitled to a remedy under ACL and we disagree, we encourage you to contact us first so we can talk through it. If we cannot reach a resolution, you have the right to pursue a remedy through consumer protection bodies (e.g. your state / territory’s consumer affairs agency).