Refund Policy
Christ Embassy Online Store
Returns, Refunds & Exchange Policy
Effective Date: 31 July 2026
1. Our Commitment
Christ Embassy Online Store Australia, we want you to be completely satisfied with your purchase. If there is a problem with your order, we are committed to resolving it fairly, promptly and in accordance with the Australian Consumer Law (ACL).
This Policy explains when products may be returned, exchanged or refunded, and outlines the process for requesting a return.
Nothing in this Policy excludes, restricts or modifies your rights under the Australian Consumer Law.
2. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to:
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a replacement or refund for a major failure;
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compensation for any other reasonably foreseeable loss or damage; and
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have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Your statutory rights exist independently of this Policy.
3. Goods Return Authority (GRA)
Before returning any product, you must first contact our Customer Service Team to obtain a Goods Return Authority (GRA).
Returns received without an authorised GRA may be refused.
The GRA number must be clearly displayed on the outside of the returned parcel.
Please do not write directly on the product or its original packaging, as this may affect its resale value.
Customer Service:
Phone: 0481 300 104
4. Faulty, Damaged or Incorrect Products
If your order arrives:
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damaged;
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faulty;
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defective;
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incomplete; or
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different from what you ordered,
please contact us as soon as reasonably possible.
Where appropriate, we may request:
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photographs of the product;
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photographs of the packaging;
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your invoice or proof of purchase;
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additional information to help assess the issue.
Subject to the Australian Consumer Law, we may:
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replace the product;
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repair the product (where appropriate);
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exchange the item;
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provide store credit (where agreed); or
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issue a refund using the original payment method.
5. Change of Mind Returns
We understand that sometimes customers change their minds.
We may accept a return for change of mind provided all of the following conditions are met.
The customer must:
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notify our Customer Service Team within 3 days of receiving the goods, or within 14 days of dispatch (whichever occurs first);
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obtain a valid Goods Return Authority (GRA);
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provide proof of purchase;
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return the product in its original condition;
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ensure the product has not been used, damaged or altered.
In addition, the product must:
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not be a nutritional, food or consumable item;
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not have been specially ordered unless otherwise agreed;
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not have been supplied as a backorder;
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where applicable, have at least 45 days remaining before its expiry date;
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include all original packaging, labels, manuals and accessories.
Christ Embassy Online Store Australia reserves the right to decline a change-of-mind return where these conditions are not met.
6. Products That Cannot Be Returned
For health, hygiene, copyright and safety reasons, we generally cannot accept returns for change of mind on:
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opened software;
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downloadable digital products;
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gift cards or gift vouchers;
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nutritional or consumable products;
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products with damaged or missing seals;
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personalised or customised items;
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specially ordered products;
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clearance or final sale items (unless required by law).
This does not affect your rights under the Australian Consumer Law if these products are faulty or not of acceptable quality.
7. Condition of Returned Goods
Returned goods should be:
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unused;
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clean;
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undamaged;
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complete;
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in their original packaging where possible;
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suitable for resale.
Returns may be refused if products show signs of:
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misuse;
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accidental damage;
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excessive wear;
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alteration;
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improper storage;
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unauthorised repair.
8. Return Shipping Costs
Where a return is due to:
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a faulty product;
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an incorrect product supplied by us; or
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another issue for which Christ Embassy Online Store Australia is responsible,
we will generally arrange collection or reimburse reasonable return postage costs where appropriate.
For approved change-of-mind returns:
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the customer is responsible for return freight costs; and
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any applicable restocking fee, where disclosed before processing the return.
Original shipping charges are generally non-refundable unless required by law.
9. Refunds
Approved refunds will normally be processed using the same payment method used for the original purchase.
Refund processing times may vary depending on your financial institution or payment provider.
Refunds generally exclude:
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additional delivery charges;
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express freight fees;
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optional service charges,
unless otherwise required under the Australian Consumer Law.
10. Exchanges
Where stock is available, we may offer an exchange instead of a refund.
If the replacement item is:
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of higher value, the customer must pay the difference;
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of lower value, we will refund the difference where appropriate.
Exchange requests remain subject to this Policy.
11. Proof of Purchase
To process a return, exchange or refund, customers must provide proof of purchase.
Acceptable proof includes:
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tax invoice;
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order confirmation;
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delivery docket;
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receipt;
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other evidence of purchase acceptable under Australian Consumer Law.
12. Inspection of Returned Goods
All returned products are inspected upon receipt.
Where necessary, products may be assessed by:
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the manufacturer;
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the supplier; or
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an authorised service provider.
This assessment helps determine the appropriate remedy under the Australian Consumer Law.
13. Refused Returns
We may decline a return where:
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the product has been damaged through misuse;
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the return conditions have not been met;
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proof of purchase cannot reasonably be established;
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the Goods Return Authority (GRA) was not obtained before returning the goods;
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the returned goods are incomplete or unsaleable.
If a return is refused, we will contact you to discuss the available options.
14. Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us immediately.
Where the order has not yet entered the dispatch process, we will generally cancel the order and issue a refund.
Once an order has been dispatched, the Change of Mind provisions of this Policy will apply.
15. Lost Return Parcels
We recommend using a tracked delivery service when returning products.
Australian Christian Bookshop cannot accept responsibility for return parcels lost or damaged during transit where the customer arranges the return shipping.
16. Contact Us
If you need assistance with a return, refund or exchange, please contact:
Christ Embassy Online Store Australia
Customer Service
Phone: 1300 090 463
Email: info@christembassyonlinestore.org.au
We are committed to resolving return enquiries promptly and fairly and to ensuring our customers receive the full benefit of their rights under the Australian Consumer Law.