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:- email@example.com
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 of what to do next.
If you are asked to send the item back it must be received in its original packaging and undamaged.
We want all our customers to know we will offer (our choice) replacements or full refund in the following circumstances:-
- 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 at their cost but will be refunded the full cost of shipping when a receipt and tracking number is provided.
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
and customers will be responsible for the return shipping cost with no reimbursement.
Our Duplication Promise.
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.
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
Why do we have this charge? We are subject to fees and charges by third parties associated with each and 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