At Samuel Mannetta we want every order to land well and live up to expectations. If something is not right, you have two separate paths for resolution: the consumer guarantees you hold automatically under the Australian Consumer Law, and our discretionary thirty day change of mind policy that sits on top of those statutory rights.

Your Rights Under the Australian Consumer Law

Under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), every product we sell comes with consumer guarantees that cannot be excluded. Goods must match their description, be of acceptable quality, be fit for the purpose described, and be supplied with clear title. If a product fails one of these guarantees, you are entitled to a repair, replacement, or refund depending on whether the failure is major or minor. These rights apply alongside any manufacturer warranty and are not affected by sale prices, clearance pricing, or the time elapsed since purchase, within the reasonable lifetime of the product.

Thirty Day Change of Mind Returns

In addition to your statutory rights, we offer a thirty day change of mind window measured from the day your order arrives. If you simply change your mind, send us a message inside that window and we will arrange the return. Change of mind returns are discretionary and the conditions below apply.

Conditions for a Change of Mind Return

To qualify for a change of mind refund, the product must meet all of the following: The item is in its original, unused, undamaged condition The original packaging is intact, including any inner protective packaging All accessories, manuals, parts, and free gifts are included in the return There are no signs of use beyond what is reasonable to inspect the product The product has not been installed, assembled, filled with water, or modified

Returns that arrive in a different condition may be partially refunded or refused, and we will share photos and reasoning with you before any decision is made.

Items That Cannot Be Returned for Change of Mind

Some items are excluded from the change of mind policy due to hygiene, safety, or custom build reasons: Spas, hot tubs, and pools that have been filled with water Camping gear or sleeping equipment that has been used outdoors Items where a hygiene seal has been broken Made to order, customised, or special order products

These exclusions apply only to change of mind returns. If any of these items has a manufacturing defect, the consumer guarantees under the Australian Consumer Law still apply in full.

How to Start a Return

Email customer service at support@samuelmannetta.store before sending anything back. Please include: Your order number The name on the original order A short note on the reason for the return Photos of any damage or defect

We will reply within one business day with a return authorisation, the correct return address, and tailored handling instructions, especially for bulky items. Returns sent without prior authorisation may be delayed in processing or may not be accepted at the dock.

Return Shipping Costs

If the product is faulty, damaged in transit, materially different from the listing, or sent in error, Samuel Mannetta covers the return freight. We organise the return label or arrange collection where the size of the item warrants it.

For change of mind returns the return shipping is the customer’s responsibility. We recommend a tracked carrier service since you are responsible for the goods until they arrive at the warehouse.

Damaged or Defective on Arrival

If your parcel arrives visibly damaged, please sign for it as damaged where possible, then email customer service within forty eight hours of delivery with your order number and clear photos of the outer carton, the inner packaging, and the product itself. Acting quickly preserves your claim with the carrier and lets us escalate the case under the Australian Consumer Law without delay.

Refunds

Once the returned item reaches our warehouse and clears inspection, refunds are processed within five to ten business days. Refunds are always returned to the original payment method used for the order. Your bank may take an additional one to three business days to surface the credit on your statement.

Bulky Items and Specialist Returns

Large outdoor and household items often need a specialist freight service for the return, including padded transport, a two person lift, and a scheduled collection slot. We arrange this in coordination with you so the return is safe, traceable, and fair on cost.

Order Cancellations Before Dispatch

You can cancel any order before it has been dispatched at no charge. Email customer service as soon as possible with your order number. Once the order has shipped, the change of mind return process applies instead.

Contact Customer Service

For any question about a return, refund, or cancellation, email customer service at support@samuelmannetta.store. Replies arrive within one business day, Monday to Friday, 9am to 5pm AEST.