Refund policy

At Goora, we want you to be satisfied with your purchase. This policy outlines your rights and our process for returns, refunds, and exchanges.

Delivery
Once your order is placed and payment is confirmed, we will arrange dispatch from our warehouse as soon as possible. Delivery timeframes may vary depending on your location and external factors such as courier delays. While we aim to deliver within estimated timeframes, delays outside our control may occur.

Damaged, Faulty or Incorrect Items
If you receive an item that is damaged, faulty, or incorrect, please contact us within 5 days of delivery at hello@goora.com.au with your order details and clear photos of the issue.

If the item is confirmed to be faulty, damaged, or incorrect, we will, in accordance with Australian Consumer Law:

• Offer a replacement, repair, or refund

• Cover return shipping costs where applicable

Change of Mind Returns
We do not offer refunds for change of mind. Please choose carefully before making your purchase.

In some cases, we may approve a return at our discretion, provided:

• The item is unused and in original condition

• The return is requested within 7 days of delivery

• Return shipping costs are paid by the customer

Approved returns may be subject to a restocking fee.

Refunds
Refunds will be processed back to your original payment method once the returned item has been received and inspected, or once a refund is approved.

Non-Returnable Items
We do not accept returns for:

• Used or damaged items not due to a fault

• Items returned without prior approval

Important Notice (Australian Consumer Law)
Nothing in this policy excludes or limits your rights 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.