Refund & Returns Policy
1. Australian Consumer Law (ACL) Guarantees
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
2. 30-Day Easy Returns (Products & Equipment)
We accept returns on cleaning supplies, chemicals, equipment, and accessories within 30 days from the date of receipt, subject to the following condition standards:
- Items must be unused, unopened, and in their original packaging with all seals intact.
- Safety Data Sheets (SDS) and equipment manuals must remain intact inside the package.
- Proof of purchase (tax invoice or order receipt) must accompany the return request.
3. How to Process a Return
Email enquiries@starcleaner.com.au with your invoice number and reason for return.
Our Sydney team will review your request and issue a Return Merchandise Authorization (RMA).
Send the item back to our Sydney hub or drop it off as instructed in your authorization.
Once inspected, refunds are processed to your original payment method within 3–5 business days.
4. Non-Returnable Items
For safety, hygiene, and chemical stability compliance across Australia, the following items cannot be returned unless faulty:
- Opened chemical containers, sanitisers, or liquid solutions.
- Custom-mixed cleaning solutions or tailored commercial orders.
- Personal Protective Equipment (PPE) if packaging seals have been broken.
5. Cleaning Service Refunds & Cancellations
For commercial, residential, or specialist cleaning service bookings:
- Service Satisfaction: If you are unsatisfied with a service rendered, please contact us within 24 hours. We will inspect and re-clean the area free of charge.
- Cancellations: Cancellations made with more than 24 hours' notice receive a 100% refund or free booking transfer. Cancellations within 24 hours may incur a minor administrative/scheduling fee.
6. Shipping Costs for Returns
- Faulty/Incorrect Items: Star Cleaner will cover all shipping costs if the item delivered is incorrect, defective, or damaged upon transit.
- Change of Mind: For change-of-mind returns, the customer is responsible for shipping costs back to our Sydney depot.
7. Need Assistance?
If you have questions regarding your refund status or need to initiate a return in Sydney, New South Wales, please reach out to us:
Business Name: Star Cleaner
Email: enquiries@starcleaner.com.au
Location: Sydney, NSW, Australia