Returns and Exchanges

RETURN AND EXCHANGES

At Galaxy, we strive to ensure that all of our products meet the highest standards of satisfaction. However, if for any reason you are not completely satisfied with your purchase you have 30 days from the date you receive your product to initiate a return.

Please see our return and exchange policy below:

Exchanges:

We do not offer direct exchanges. If you wish to exchange an item, please ship the item back to us in accordance with our return policy. Once your return is processed, you may place a new order for the item you prefer directly on our website. This ensures you receive the product you want quickly and efficiently.

Condition of Items:

To be eligible for a return, items must be unused, in the same condition that you received them, including all accessories and in their original packaging. We cannot accept returns and issue a refund on items that have any visual scratches or marks – they must be in a new and sellable condition.

We only process returns for items purchased directly through our website, shopgalaxy.com.au. If you purchased a product from another retailer, please contact them directly as returns for these items are subject to the return policy of the retailer where you made the purchase.

Damaged or Faulty Items:

If you determine that the item arrived damaged or with a defect, please contact us immediately. Under these circumstances, the normal warranty conditions for the product will apply; however, we will assess the specific situation to determine the best resolution, which may include repair or replacement.

Shipping Costs:

Shipping Costs: You are responsible for covering the return shipping costs and these are non refundable.
Proof of Dispatch: Please keep proof of dispatch as without it, we must assume it hasn’t been returned.
Packaging: Ensure that returned goods are securely packaged to prevent damage during shipping as we will not be responsible for any damage caused during shipping.

Get in touch

Initiating a Return:

To start a return, please get in touch with us via the contact form. Include your order number, the item(s) you are returning, and the reason for your return. This helps us to process your return more efficiently.

Return Acceptance:

Once your return request is received, we will review the information and let you know if the return has been approved. Please do not send your purchase back to us without approval. Galaxy reserves the right to reject a claim for refund.

Location:

We are based in Sydney, New South Wales. All returns must be sent to our specified location which will be provided upon the acceptance of your return.

Refunds:

If your return is approved, your refund will be processed, minus the initial shipping charges paid at purchase. Please allow 5-7 business days for funds to be available to the original method of payment.

Returns Involving Promotional Items:

If your purchase included a promotional item, the promotional item must also be returned if you decide to return the main product. The promotional item must be returned in its original condition, along with the main product, to qualify for a full refund. If the promotional item is not returned, or if it is returned in a used or damaged condition, the value of the promotional item will be deducted from the refund amount. This ensures fairness and allows us to continue offering such promotions in the future. Please ensure that all items, including promotional gifts, are returned to avoid any deductions from your refund.

Q: What items are eligible for a return?

A: You can return items that are unused, in their original condition including all accessories, and in the original packaging. Items must be returned within 30 days of receiving it. Please note that items with any signs of use, such as scratches or marks, are not eligible for a return.

Q: Can I return a rice cooker / electric water heater / thermal bottle etc. after I've tried using it?

A: We will not accept returns on items that have been used. Please be aware that rice cookers, electric water heaters, thermal bottles etc. showing any signs of use, including water marks, starch residue, or scratches inside the cooking pot, are not eligible for a return. We encourage customers to thoroughly review all product information and instructions before use to ensure it meets your needs, as we cannot accept returns once the item has been used to cook rice or any other food.

Q: Do you offer free returns on unwanted items?

A: We do not cover the cost of returning unwanted items unless they arrive damaged or with a defect. You are responsible for covering the shipping costs for returning your item.

Q: Will I receive a full refund if I return an item?

A: If you return an item and it is accepted, your refund will be processed minus any shipping fees. Please note that the initial shipping fees incurred when the goods were sent to you any and any return shipping fees are not refundable. This ensures that we can continue offering our services while maintaining competitive pricing.

Q: How do I initiate a return?

A: To start a return, please fill out the contact form on our website with your order number and the reason for your return. Once we receive your request, we will guide you through the process and provide you with all the necessary details for sending the item back.

Q: Can I exchange an item I purchased for a different one?

A: We do not offer direct exchanges. If you would like a different item, please return the original item under our return policy for a refund and place a new order for the item you want.

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RETURN AND EXCHANGES

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