Gundam Express Australia adheres strictly to the Australian Consumer Law.
If you have any problem with any product we sell to you you need to contact us FIRST
Please email us at:- support@gundamexpressaustralia.com.au
In your email please describe the problem, include photo(s), and provide your contact details.
We will be in touch with you to discuss the matter as soon as we get your email
We will advise you on what to do next.
USA Customers - Please READ before any PURCHASE!
If you are a customer from the USA we do not offer any form of returns, refunds, or compensation whatsoever for items purchased and shipped by us. Including but not limited to lost or stolen shipments/parcels en route, parcels delivered to the incorrect address, parcels stolen after delivery, incorrect items ordered, damaged parcels [including contents], change of mind, or duplication.
By placing an order of any value, USA customers are agreeing to our Gundam Express Australia Refund and Returns Policy.
If Australian and New Zealand customers are asked to send the item back it must be received in its original packaging and undamaged and resalable condition.
We want our Australian and New Zealand customers to know we will offer (our choice) replacements or full refunds in the following circumstances (Excluding USA customers):-
- change of mind (before your order is dispatched) AND is subject to a 10% restocking and administration charge.
- incorrect item sent to you
- parcels lost, stolen or damaged during delivery
- missing parts/decals (*conditions apply see below)
- unable to supply an item on your order
and where applicable, customers may be asked to send the item back to us using our free Reply Paid service. Customers will be required to send Gundam Express Australia a copy of the postage receipt and tracking number.
Unfortunately, we cannot offer refunds for:-
- items opened, used or partly assembled or not in their original packaging*
- lost parts*
- items you break yourself during assembly or play*
- items with no problem found
- parcels stolen once delivered
Our Duplication Promise. (Australian & New Zealand Customers)
We will accept returns if you receive a product as a gift and you already have it. The item must be shipped back to us at your expense and in a resalable condition. Damaged and opened items will not be accepted.
As we are an online-only business, we guarantee that all items shipped to you are as they were supplied to us, new and unopened.
Pre-Order Cancellations. (Australian, New Zealand & USA Customers)
Whilst it clearly states Gundam Express Australia does not offer refunds for pre-orders for cancellations & change of mind on the product page for a pre-order product, we will consider all requests. Refunds for any cancellations & change of mind requested by the customer will be subject to a 10% restocking & administration charge. This is to cover the cost of the fees charged by third parties such as Paypal, AfterPay, Zip, and Shopify which are not returned to us and were a part of your initial transaction.
Restocking and Administration Charge. (Australian, New Zealand & USA Customers)
Why do we have this charge? We are subject to fees by third parties associated with every transaction made on the Gundam Express Australia e-commerce store by a customer. Merchants such as Paypal, Afterpay, and Shopify do not refund us any of these fees & charges when a customer requests to cancel an order or refund a product(s).
This charge is calculated on the total value of the Product(s) and Shipping cost associated with your order. An amount of 10% will be deducted from the total amount of the refunded product(s) plus shipping cost being asked to be refunded. This charge applies to any order or pre-order placed with Gundam Express Australia
