Returns & Refunds Policy

Effective Date: June 2026

At Star Hygiene, we are committed to supplying quality products and providing excellent customer service. This Returns & Refunds Policy outlines the circumstances under which products may be returned and the remedies available to our customers.

This policy applies to purchases made through our website, sales team, trade accounts, and commercial customers, and should be read in conjunction with our Terms & Conditions and any applicable Service Agreement, Rental Agreement, Subscription Agreement, or Managed Services Agreement.

1. Change of Mind Returns

Star Hygiene is not required to accept change-of-mind returns and reserves the right to approve or decline such requests at its sole discretion.

Where a change-of-mind return is approved, the following conditions apply:

• Return requests must be made within 14 days of the delivery date.
• Products must be unused, unopened, uninstalled, and in original resaleable condition.
• Products must be returned in their original packaging with all accessories, manuals, and components.
• Proof of purchase must be provided.
• A Return Authorisation (RA) Number must be obtained from Star Hygiene before goods are returned.

Returns received without prior approval may be refused and returned to the sender at the customer's expense.

Approved change-of-mind returns:

• Will be issued as store credit only;
• Are subject to a 25% restocking fee;
• Exclude all original freight, shipping, handling, delivery, and administration charges;
• Require the customer to pay all return freight costs.

Store credit:

• Is valid for 12 months from the date of issue;
• Is not redeemable for cash;
• Cannot be exchanged for a refund;
• Cannot be used to purchase gift cards;
• May only be transferred at Star Hygiene's discretion.

Products that have been opened, used, installed, damaged, altered, relabelled, or are otherwise unsuitable for resale will not be accepted for change-of-mind returns.

2. Incorrectly Ordered Products

Customers are responsible for ensuring that products ordered are suitable for their intended application.

Returns arising from:

• Incorrect product selection;
• Ordering errors;
• Incorrect quantities;
• Compatibility issues;
• Changes in requirements;
• Incorrect specifications;

will be treated as change-of-mind returns and subject to this policy.

3. Damaged, Faulty or Incorrect Products

Customers should inspect goods upon delivery.

If goods arrive damaged, incomplete, or incorrect, Star Hygiene should be notified as soon as reasonably practicable, preferably within 48 hours of delivery, to enable prompt investigation and resolution.

Where goods are found to be faulty, Star Hygiene will provide a remedy in accordance with the Australian Consumer Law.

If a product has a minor fault, Star Hygiene may elect to:

• Repair the product;
• Replace the product; or
• Provide a refund.

If a product has a major failure, customers are entitled to choose a replacement or refund in accordance with the Australian Consumer Law.

4. Non-Returnable Products

The following products cannot be returned for change-of-mind:

• Custom-made, personalised, or branded products;
• Special-order or non-stocked products;
• Products sourced specifically for a customer;
• Opened or used hygiene products;
• Sanitary and washroom consumables;
• Fragrances, aerosols, refills, chemicals, and cleaning products;
• Medical waste and sharps disposal products;
• First aid consumables;
• Personal protective equipment (PPE);
• Batteries and consumable electrical components;
• Installed products;
• Electrical products that have been installed or connected;
• Food, beverage, or vending consumables;
• Clearance, discontinued, run-out, or sale items;
• Gift cards.

This section does not affect any rights available under the Australian Consumer Law.

5. Commercial Orders

Orders placed by businesses, government departments, contractors, commercial account holders, trade customers, and wholesale customers may not be cancelled once processing has commenced.

Special-order, custom-made, branded, and non-stocked products cannot be cancelled once procurement, manufacture, production, or dispatch has commenced.

Certain products may require full or partial payment before procurement from suppliers. Such deposits are non-refundable once procurement has commenced unless otherwise required by law.

6. Subscription, Rental and Managed Service Agreements

Products supplied under:

• Subscription programs;
• Rental agreements;
• Managed service plans;
• Fixed-term service agreements;
• Promotional supply arrangements;

are governed by the applicable agreement or cancellation policy.

Termination of these arrangements does not automatically entitle the customer to a refund for products or services already supplied, ordered, processed, or booked.

7. Exchanges

Star Hygiene does not offer direct product exchanges.

If an alternative product is required, a new order must be placed. Any approved return will be assessed separately under this policy.

8. Refunds and Store Credits

Once returned goods have been received and inspected, Star Hygiene will advise the customer of the outcome of their return request.

Approved change-of-mind returns will be issued as store credit only.

Refunds required under the Australian Consumer Law will be processed to the original payment method within 10 business days of approval. Processing times may vary depending on the customer's financial institution.

Star Hygiene reserves the right to withhold any refund or store credit until returned goods have been received and inspected.

9. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Customers are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Customers are also entitled to have goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

Any change-of-mind remedies offered under this policy are provided in addition to, and do not affect, any rights or remedies available under the Australian Consumer Law.

Nothing in this Returns & Refunds Policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law or any other applicable legislation.

10. Contact Us

To request a Return Authorisation (RA) or discuss a return, please contact Star Hygiene:

Star Hygiene
Email: sales@starhygiene.com.au
Phone: 1800 494 436

Returns will not be accepted without prior authorisation.