Refund policy

Returns, refunds and warranty rights

Contact XM2 Store at sales@xm2.com with your order number or other proof of purchase, a description of the issue and photos where helpful. We will help arrange assessment and explain the next steps.

Your rights under Australian Consumer Law

Our goods come with consumer guarantees under Australian Consumer Law that cannot be excluded. If a product has a major failure, you can choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For other failures, we will provide the remedy required by law, including repair or replacement within a reasonable time.

These rights are not limited to seven days or to a manufacturer's warranty period. They apply to sale items as well as full-price goods. Original packaging is not required for a consumer guarantee claim. Nothing in this policy, our shipping terms or a manufacturer's warranty limits rights that cannot lawfully be excluded.

Faulty, damaged or incorrect goods

Please contact us when you discover a problem so we can help. We may reasonably assess the goods before confirming a remedy. Contacting us first helps us provide safe return instructions; it is not a condition that removes your statutory rights.

If goods are confirmed to have a fault covered by consumer guarantees, we will reimburse reasonable return postage or transport costs. Keep your receipts. Where goods cannot reasonably be returned because of their size or the nature of the fault, we will arrange collection where required by law. We do not impose change-of-mind return fees or packaging conditions on valid consumer guarantee claims.

Warranty information

Any product-specific manufacturer's warranty is additional to your consumer guarantee rights. Contact us for the applicable terms or help with a claim. You can approach XM2 Store about goods we sold you; you do not have to deal only with the manufacturer. This policy does not create a separate fixed-term warranty or shorten your statutory rights.

Change-of-mind returns

For change of mind only, request a return within seven days of receiving your item. Goods must be unused, uninstalled and in their original unopened packaging, with proof of purchase. Change-of-mind returns require our approval before you send them; we will provide return instructions. Sale items and gift cards are excluded from this voluntary change-of-mind offer. These conditions do not apply to faulty goods or other statutory claims.

For accepted change-of-mind returns, the customer pays return shipping and the original delivery charge is not refunded, except where the law requires otherwise. If you want an exchange, contact us to arrange the return and a separate replacement order.

Refund processing

After assessment, we will confirm the outcome and any refund due. Refunds are issued to the original payment method. Your bank or payment provider may take additional time to show the funds. This process does not delay or restrict remedies required by law.

Contact

XM2 Store Pty Ltd
Email: sales@xm2.com
Please email us for return instructions before dispatching goods. We do not have a public showroom or walk-in service.

See also our Shipping & Delivery information.