RETURNS & REFUNDS
This policy applies to products purchased from the website gillknit.com.au.
WHAT IF I CHANGE MY MIND?
For products purchased through this website and delivered to an address in Australia we will accept returns for change of mind, provided the return is made within 30 days from the date of your receipt of the products. We will even pick up the charge of the return postage. For products delivered to addresses outside Australia, we do not currently accept returns for change of mind.
WHAT IF A PRODUCT IS FAULTY OR INCORRECTLY DELIVERED?
At Gill-knit, we take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem. Returns will be accepted for products purchased online and delivered anywhere in the world if they are faulty or the products delivered do not match your Order. However, you will need to provide proof of purchase (which may include the invoice, credit card statement or other payment statement) at the time of making the return.
WHAT IS THE PROCESS FOR RETURNS?
For orders delivered within Australia, we will accept returns for change of mind on products purchased online within 30 days from date of receipt or at any time if products are faulty. You can register your intention to return by contacting our Customer Service team on 03 9383 7899 (between 9am and 2.30pm AEST Monday to Friday), who will take you through the process and provide you with a returns authorisation number. This number must be noted on the returns form included in your delivery. You can then return the goods to us by using the Reply Paid address at no cost to you.
Gill-Knit Customer Service
Moreland VIC 3015
Gill-Knit Pty Ltd
ABN# 59 782 408 510
For orders delivered outside of Australia where the product may be faulty or we have not delivered what you ordered, please contact our Customer Service team using the contact details below. Our team will advise you of the process relevant to you and assist with arranging your return. Gill-knit will ensure all costs associated with returning faulty or incorrectly delivered goods, including delivery costs, is at no expense to you.
WHAT ARE MY OPTIONS WHEN I RETURN AN ITEM BOUGHT FROM THE WEBSITE?
Gill-knit provides three return options for faulty or incorrectly delivered products and to Australian customers where our change of mind policy applies.
- Credit to your Gill-Knit online account
- Full refund to your account (e.g. credit card, PayPal etc)
On occasion, your requested replacement item may have sold out by the time your product is posted and received by Gill-knit. If your replacement is not available, your online account or account with which you paid (e.g. credit card, PayPal) will be refunded.
HOW LONG WILL IT TAKE TO GET A REFUND?
Once your goods have been received by Gill-knit, please allow up to 10 working days for your refund to be processed back to your account. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund.
WHAT WILL HAPPEN IF I RETURN AN ITEM PURCHASED WITH A GIFT VOUCHER?
Any product purchased with a Gift Voucher that is found to be faulty or incorrectly delivered, or falling within our change of mind policy (for Australian customers only) and is returned for an exchange or refund, any money refunded will be credited to the original Gift Voucher.
WHO GETS THE REFUND IF I RETURN A GIFT?
The refund on a correctly returned item that was given as a gift will be credited to the original card or account used to purchase the gift.
HOW DO I CONTACT THE CUSTOMER SERVICE TEAM?
The Customer Service team operates on Monday to Friday (excluding public holidays in Melbourne, Australia) from 9.00am until 2.30pm (Australian Eastern Standard/Daylight Savings Time).
The contact phone numbers for our team are:
Callers from Australia: 03 9383 7899
Callers located elsewhere: +61 3 9383 7850
Or you can also contact us via email