Refund policy

Refund & Cancellation Policy

At Softwash Australia, we want you to be completely satisfied with your purchase.

Cancellations: You can cancel an unfulfilled order within 24 hours of placing it. If you need to cancel your order, please contact us immediately at sales@softwashaustralia.com.au. Once 24 hours have passed or your order has already been dispatched, it can no longer be cancelled and will fall under our regular Return Policy.

30-Day Change of Mind Returns: We offer a 30-day return window for change-of-mind purchases, starting from the day your item is delivered.

To be eligible for a change-of-mind return:

  • The item must be unused, in its original packaging, with all tags intact.
  • You must provide proof of purchase (such as your order confirmation or receipt).
  • Return requests must be initiated before sending the item back. Unrequested returns will not be accepted.

Free Return Shipping We offer free return shipping on eligible standard returns. Once your return request is approved, we will send you a pre-paid return shipping label along with instructions on where to send your package.

Returns must be sent to: 691 Pineridge Road, Biggera Waters, Gold Coast, QLD 4216, Australia

How to Start a Return

  1. Contact our support team at sales@softwashaustralia.com.au with your order number and reason for return.
  2. If approved, attach the provided return shipping label to your package.
  3. Drop off the package at your nearest carrier location as instructed.

Non-Returnable Items & Exceptions For safety and regulatory reasons, certain items cannot be returned for a change of mind:

  • Hazardous materials, flammable liquids, or gases.
  • Clearance or sale items.
  • Gift cards.

Note: This does not affect your statutory rights under Australian Consumer Law if an item is faulty or defective.

Damages, Defects, & Incorrect Items: Please inspect your order upon arrival. If your item is defective, damaged in transit, or if you received the wrong item, contact us immediately at sales@softwashaustralia.com.au so we can evaluate the issue and resolve it promptly in accordance with Australian Consumer Law (via repair, replacement, or full refund).

Exchanges: The fastest way to ensure you get the replacement item you want is to return your original item following the return process above. Once your return is accepted, place a separate order for the new product.

Refunds: We will notify you once we have received and inspected your returned item. If approved, your refund will be processed automatically to your original payment method within 10 business days.

Please keep in mind that your bank or credit card company may require additional processing time to post the refund. If more than 15 business days have passed since your return was approved and you have not received your payment, please reach out to us at sales@softwashaustralia.com.au.