Have a question ? Save your time waiting for us to respond by reviewing our FAQ section. We have answers for some of the common questions we received from our customers and you might be able to find your answers here.
Payment & Account
Shipping & Delivery
Returns & Exchanges
Money Return Guarantee
Privacy & Security
What currency is used for my order?
All prices and transactions are in Australian Dollars (AUD). Prices may change at any time. Refisio reserves the right to reject any orders which include incorrect prices due to data entry errors, code errors, hacking and incorrect pricing provided by manufacturer.
What payment methods do you accept?
We offer a range of payment options for you to pay for your purchases, currently we accept:
- Visa Credit / Debit Card
- Master Credit/ Debit Card
- Bank Deposit
If you would like to pay via a Bank Deposit, you can either instruct your bank through your online banking facility to transfer funds from your bank account to our bank account, or you can visit any ANZ Bank branch and pay directly into our account. Our bank account details are provided on our invoices to you.
Unfortunately we are not able to accept cheques and Money Orders.
It is our policy not to ship any items until payment is confirmed. Payments by Direct Deposit may take up to 4 days to confirm.
Are there any hidden fees?
We do not charge any hidden fees.The total price of your order will be clearly displayed on the order page before you confirm your purchase. This includes the price of your products plus any shipping charges that are collected. What you see is what you pay. Back to Top
When will my order be shipped?
We aim to process all of our orders within 24 – 48 hours once payment is confirmed.
Do you offer international shipping?
At this time we ship within Australia only.
What are your shipping fees?
The fixed shipping fee for every product is clearly displayed on the product info page as well as on the checkout page.
Shipping is FREE within Australia for orders over A$160.
Will all my items be shipped together?
All of the items in an order will be shipped together most of the time. However, if you have a particularly large order, then it may be necessary to ship them in two separate boxes. We will send the two or more boxes off together so technically you should still receive your order altogether.
How can I track my order?
It is easy to track your order, all you have to do is log in to "My Account" page and then you will be able to see everything that you have recently ordered as well as tracking information.
Should I receive a confirmation email once I have placed an order?
As soon as you place your order with us you will receive a confirmation email. You will also receive an email from us when we have dispatched your item. That way you are kept fully up to date with the status of your order. You can also track your order by logging into our website at any time.
Please check your junk or spam folder if you didn't receive your invoice/ tracking number. As these are automatic emails, they may have been sent there in error by your email providers spam filters. Back to Top
Can I exchange my order?
If you want to make a change to your order before it has shipped, you can reach our Customer Service team through the Live Chat feature on our website or leave us a message. You can also reach us via 'Online Contact Form'.
If the order has already shipped, you will have to first return the purchase within 14 days of receipt and then request that the refunded money is applied to your new purchase.
What if I want to return or cancel my order?
If you are not satisfied with your purchase, simply return the item/ items to us within 14 days of receipt. Order cancellations must be made in writing, quoting your order/ invoice number to our Customer Service team via ‘Online Contact Form’ within 7 days after you have received the items, and we will issue you with a RAN (Return Authorization Number).
All items can be returned for a full refund provided they return unopened and in its original/ new condition. Unfortunately, we will not be able to refund your purchase price if we find that the goods are not in such a condition. However, a partial refund may be made at our discretion.
- The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
- The cost of returning the item to us is your responsibility.
- We will not refund any lost packages that have been returned, please ensure that you use a secure and traceable sending method when returning items to us.
- Please do not stick or write anything on the item itself or its packaging.
Please refer to our Shipping & Returns section for General Return Policy.
Will I have to pay restocking fees?
You will only be charged 15% restocking fee if your return item reaches us after your 14 days of receipt. If you send your item back within 14 days of receipt, then you will not be charged anything.
How long will it take to receive a refund?
Once your returned package has reached us and we have inspected the products enclosed, we will send you a confirmation email telling you how much you will be refunded. You should expect to receive the refund within 3-5 business days. If you have paid by direct debit or through a credit card, then you should also allow extra time for the money to go back into your account.
What should I do if my items are damaged when I receive them?
As soon as you receive your order, you should check over all of the items. If you find any damage, then contact us immediately. It is important to contact us no more than 7 business days after you have received your damaged goods. You can reach a member of our customer service team through the Live Chat feature on our website or leave a message, you can also reach us via 'Online Contact Form', we will get back to you within 24 hours during Monday to Friday.
Back to Top
Every item sold by us is warranted with a 14 days money back return policy. If you are not satisfied when you receive your item, please return it within 14 days upon receipt for a replacement or money back.
Any refund of the purchase price of the returned item will exclude delivery charges. If you received free delivery then we reserve the right to deduct the cost of delivery from your refund amount.
To return an item to us for your money back:
- Send an email to email@example.com or ‘Online Contact Form’ stating your order/ invoice number and the item/s you wish to return.
- Our Customer Service Team will then issue you a RAN (Return Authorization Number) and advise our return address.
- Please ensure you include this RAN number with your returned item/s to enable us to process your refund promptly.
- We will notify you once your return has been processed.
Back to Top
How Secure is your website?
Our website uses Secure Socket Layer (SSL) encryption technology. This means that all information that you send through our website including your name, address and payment information is kept completely secure. This means that you do not have to worry about your information getting being intercepted online.
How will you use my contact information?
Your contact information is only ever used by us to send you confirmation emails as well as special promotions occasionally unless requested otherwise. Your phone number is used only to contact you if there is a problem with your order. Your number will also be placed on our shipping labels in case the courier needs to contact you. We will never sell on your details or even “rent” them to another company.