Refund policy
1. Overview
We want you to feel confident purchasing from Quellor.
This policy explains:
- our voluntary 30-Day Change-of-Mind Returns offer; and
- your rights if a product is faulty, damaged, incorrectly supplied or otherwise does not comply with the Australian Consumer Law.
Our change-of-mind conditions do not exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
2. 30-Day Change-of-Mind Returns
You may request a change-of-mind return within 30 calendar days after your order is delivered.
To be eligible, the product must be:
- new and completely unused;
- in its original retail packaging;
- returned with all accessories, components, documentation and other items originally supplied;
- in a condition suitable for resale; and
- returned with all manufacturing and product seals intact.
The plastic seal surrounding the Quellor retail product packaging box must not have been broken or removed.
If that plastic seal has been broken or removed, the product is not eligible for a change-of-mind return.
Opening the outer delivery packaging solely to inspect the parcel does not make the product ineligible, provided the sealed Quellor retail product packaging remains unopened and all other eligibility conditions are satisfied.
3. Products That Cannot Be Returned for Change of Mind
A product is not eligible for a change-of-mind return if:
- the request is made more than 30 calendar days after delivery;
- the product has been used, worn, tested or operated;
- the plastic seal surrounding the Quellor retail product packaging box has been broken or removed;
- any manufacturing or product seal has been broken or removed;
- the product, packaging, accessories, components or documentation are missing, damaged or altered;
- the product is not in a condition suitable for resale; or
- the product was not purchased directly from Quellor.
These restrictions apply only to voluntary change-of-mind returns. They do not limit your rights concerning faulty, damaged, incorrectly supplied or otherwise non-compliant goods under the Australian Consumer Law.
4. How to Request a Change-of-Mind Return
Before returning a product, email support@quellor.com.au within 30 calendar days after delivery.
Please provide:
- your full name;
- your order number;
- the email address used to place the order;
- the reason for the return; and
- confirmation that the product remains new, completely unused and sealed.
We may request photographs of the product and packaging to help confirm preliminary eligibility.
If the proposed return appears eligible, we will provide written return authorisation and return instructions, including the appropriate return address.
Please do not send or personally deliver a product without written return authorisation from Quellor. An unauthorised return may not be accepted and may delay processing.
5. Returning an Authorised Product
Unless otherwise agreed in writing, an authorised change-of-mind return must be dispatched within 14 calendar days after we issue the return instructions.
The product must be securely packaged to prevent damage during transportation.
Change-of-mind returns must be sent using a tracked delivery service. Please retain the tracking number and proof of postage until the return has been completed.
The customer is responsible for the product until it is received by Quellor.
6. Change-of-Mind Return Costs
The customer is responsible for the cost of returning an eligible change-of-mind product to Quellor.
Quellor does not charge a restocking fee for an eligible change-of-mind return.
Return-postage costs for a change-of-mind return are not refundable.
Different rules may apply where a product is faulty, damaged, incorrectly supplied or otherwise does not comply with the Australian Consumer Law.
7. Inspection of Returned Products
All returned products are inspected after they are received.
We aim to complete the inspection within five business days after receiving the return.
A change-of-mind refund will be approved only if the returned product satisfies all eligibility conditions in this policy.
If a returned product does not satisfy those conditions, we will contact you to explain the outcome. The product may be returned to you, and you may be responsible for the associated delivery cost.
8. Change-of-Mind Refunds
Once an eligible return has been inspected and approved, the purchase price will be refunded to the original payment method.
No restocking fee will be deducted.
We aim to initiate an approved refund within five business days after completing the inspection.
After Quellor initiates the refund, the time required for the funds to appear in your account will depend on your bank, payment provider or card issuer. These external processing times are outside Quellor’s control.
9. Faulty, Damaged or Incorrectly Supplied Products
The conditions and time limits applying to voluntary change-of-mind returns do not restrict your rights under the Australian Consumer Law.
If you believe your product is faulty, damaged, incorrectly supplied, unsafe, materially different from its description or otherwise does not comply with a consumer guarantee, contact support@quellor.com.au as soon as reasonably possible.
Please provide:
- your name and order number;
- a clear description of the issue; and
- photographs or video where reasonably relevant.
We may ask you to return the product so it can be assessed. A product being returned because of a possible fault does not need to remain sealed or in its original packaging, although it should be packaged safely for transportation.
The remedy available will depend on the circumstances and the requirements of the Australian Consumer Law. Depending on the nature of the problem, this may include a repair, replacement, refund or another appropriate remedy.
Where required under the Australian Consumer Law, Quellor will cover or reimburse reasonable return costs. Please contact us before returning the product and retain any postage receipts.
10. Proof of Purchase
We may request reasonable proof of purchase before processing a return or assessing a claim.
Acceptable proof may include:
- your Quellor order confirmation;
- your order number;
- a receipt or invoice; or
- another record reasonably demonstrating that the product was purchased from Quellor.
11. Contact Us
For returns, refunds or product-related assistance, contact:
Email: support@quellor.com.au
Quellor is operated by Helm Recruitment Pty Ltd (ABN 51 137 273 940), trading as Quellor.
Last updated: 12 August 2026