Thanks for shopping with Eonia Australia, the exclusive distributor of Farcom products in Australia. We are committed to providing quality products and a positive customer experience. If you are not entirely satisfied with your purchase, we are here to help.

This Refund and Returns Policy explains how we handle returns, refunds and exchanges for purchases made through eonia.com.au, including change-of-mind returns, faulty or damaged products, and your rights under the Australian Consumer Law.

This policy should be read together with our Terms and Conditions.

1. Australian Consumer Law

Our products come with consumer guarantees under the Australian Consumer Law (ACL).

Nothing in this policy limits, excludes or replaces your rights under the ACL.

If a product does not meet a consumer guarantee, you may be entitled to a remedy depending on the circumstances. This may include a repair, replacement or refund.

The remedy available will depend on the nature of the problem and whether the failure is considered a major or minor failure under the ACL.

Our change-of-mind return conditions outlined below do not affect your rights under the Australian Consumer Law.

2. Change-of-Mind Returns

If you change your mind about your purchase, you have 10 business days from the date you received your order to request a return.

To be eligible for a change-of-mind return:

• The item must be unused and in the same condition in which you received it.
• The item must be in its original packaging.
• You must provide your receipt or other proof of purchase.

Please contact us at info@eonia.com before returning an item so that we can provide you with the appropriate return instructions.

3. Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, defective or not what you ordered, please contact us at info@eonia.com as soon as possible.

Please include:

• Your order number
• Your name and contact details
• The name of the product
• A description of the issue
• Photos of the product and packaging where relevant

We may request additional information or photographs to help us assess the issue.

Where a product is found to have a fault or does not meet the applicable consumer guarantees, we will provide the appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include:

• A replacement product
• A repair, where appropriate
• A refund
• Reimbursement of reasonable costs where required by law

The change-of-mind conditions in this policy do not apply where you are exercising your rights under the Australian Consumer Law.

4. Return Process

Before returning an item, please contact us at info@eonia.com so that we can provide return instructions.

Please do not send products back without contacting us first, as this may delay the processing of your return.

When returning a change-of-mind item, please ensure that the item meets the eligibility requirements outlined in this policy and includes your receipt or proof of purchase.

Once we receive your returned item, we will inspect it and notify you that we have received your return. We will then notify you of the outcome of your return after completing our inspection.

5. Return Shipping Costs

For change-of-mind returns, you are responsible for the cost of returning the item to us. Original shipping costs are non-refundable.

If your change-of-mind return is approved, the cost of return shipping will be deducted from your refund where applicable.

For products returned because they are faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law, Eonia will handle return shipping costs as required by law.

6. Refunds

If your change-of-mind return is approved, we will initiate a refund to your original method of payment.

Please allow up to 30 business days for the credit to appear, depending on your payment method and financial institution.

Where Eonia is unable to supply products that have been ordered, any payment received for those products will be refunded to the payment method used to place the order.

For returns covered by the Australian Consumer Law, the applicable remedy will be provided in accordance with your consumer rights.

7. Exchanges

Where permitted under this policy or required under the Australian Consumer Law, we may provide a replacement or exchange for an affected product.

Please contact us before returning a product so that we can confirm the appropriate process.

8. Products That Cannot Be Returned

For hygiene and product-safety reasons, certain products may not be eligible for change-of-mind returns once opened or used.

This does not affect your rights under the Australian Consumer Law where a product is faulty, defective or otherwise does not meet a consumer guarantee.

9. Contact Us

If you have any questions about a return, refund or faulty product, please contact us:

Eonia Australia
Email: info@eonia.com

Please include your order number and relevant product details so that we can assist you as quickly as possible.

10. Your Consumer Rights

Nothing in this policy is intended to limit your rights under the Australian Consumer Law.

For more information about Australian Consumer Law and consumer guarantees, visit the Australian Competition and Consumer Commission (ACCC) website.