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REFUNDS AND EXCHANGES

We want you to love our products and enjoy your shopping experience with us. On this page you will find details about how to return or exchange your purchases made online or in stores.

Refund and Exchange Policy and Instructions

We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem.

 

This is when the item:

  • has a problem that would have stopped someone
  • from buying the item if they had known about it;

is unsafe;

  • is significantly different from the sample or

description; or

  • doesn’t do what we said it would, or what you asked

for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

 

Please keep your proof of purchase – e.g. your receipt.

Note: Shipping costs can only be refunded on faulty items that have been purchased separately. Shipping will not be refunded if there are other items listed on the invoice when a faulty item is returned.

 

Items purchased in store cannot be returned via online return postage.

Faulty Items Returns

If an item is faulty, wrongly described or different from the sample shown then we will meet our legal obligations which may include refunding the purchase price and delivery charges, or providing a replacement product, provided the item is returned within a reasonable time with proof of purchase.

Please note that any additional cost incurred due to currency conversion will not be refunded, and are considered the responsibility of the customer.

Online Returns via return post

If you wish to return or exchange an item purchased online via post, please contact our customer care team during the hours of 8:00am to 4:30pm AEST Monday to Friday (excluding public holidays) on either phone or email as below:

  • Australian callers: 03 9588 1960
  • Email: sales@sequence.com.au

Please provide the following information so we can assist you as quickly as possible:

  • Your name
  • Date your order was placed, if applicable
  • Your Sales Order Reference Number, if available
  • Your tracking number, if available
  • Brief description of the problem you are experiencing

Your personal information will be used according to our Privacy Policy to process your refund or return.