Effective Date: 5 July 2026

Returns & Refund Policy

This Returns & Refund Policy applies to all purchases made through https://remoptics.com and is governed by the Australian Consumer Law (ACL).

Nothing in this Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

1. Australian Consumer Law Guarantees

Under the Australian Consumer Law, you are entitled to:

• A replacement or refund for a major failure.
• Repair or replacement if goods fail to be of acceptable quality and the failure is not major.
• Compensation for any reasonably foreseeable loss or damage.

If a product is faulty, damaged or not as described, please contact us at info@remoptics.com with your order number and supporting photos or video.

There is no strict time limit under the ACL for claims relating to faulty goods. However, you should notify us within a reasonable timeframe after becoming aware of the issue.

2. 30-Day Change of Mind Policy

In addition to your rights under the Australian Consumer Law, REM Optics offers a voluntary 30-Day Change of Mind Guarantee.

If you change your mind within 30 days of receiving your order, you may request a refund provided:

• The item is unused.
• The item is in its original condition.
• The item is returned in its original packaging.
• You provide proof of purchase.

Change of mind return requests must be submitted within 30 days of the delivery date.

Return shipping costs for change of mind returns are the responsibility of the customer.

Original shipping costs are non-refundable unless required under Australian Consumer Law.

3. Faulty or Damaged Items

If your product arrives damaged or develops a fault, please contact us as soon as possible at info@remoptics.com.

We may request:

• Photos or video of the issue.
• A brief explanation of the fault.
• Confirmation that the product has been used in accordance with any supplied instructions.

If the product is confirmed to be faulty under the Australian Consumer Law, we will:

• Repair, replace or refund the product, as appropriate.
• Cover reasonable return shipping costs where required.

Damage resulting from misuse, improper handling, accidental damage, unauthorised modifications or failure to follow any provided care or usage instructions is not considered a manufacturing fault.

4. Return Process

To request a return, please email info@remoptics.com with:

• Your full name.
• Order number.
• Reason for the return.
• Supporting photos or videos (if applicable).

If your return is approved, we will provide return instructions and the appropriate return address.

Please do not send products back without prior authorisation.

We recommend using a tracked shipping service, as we cannot accept responsibility for items lost during return transit.

5. Refund Processing

Once your returned item has been received and inspected (where applicable), we will notify you of the outcome.

If approved, your refund will be processed back to your original payment method.

Please allow approximately:

• 5–10 business days for Australian financial institutions.
• Up to 10+ business days for international payment providers.

Processing times may vary depending on your payment provider or financial institution.

6. Situations Where Refunds Are Not Available

Our voluntary Change of Mind Guarantee does not apply where:

• The product has been used or damaged.
• The product is not returned in its original condition.
• The request is made outside the 30-day return period.

Refunds are also not available for damage resulting from:

• Misuse or improper handling.
• Accidental damage or external impact.
• Exposure to liquids or other substances.
• Normal wear and tear.
• Products purchased with known or disclosed defects.

Nothing in this section limits your rights under the Australian Consumer Law.

7. Return Shipping Costs

For approved change of mind returns:

• You are responsible for the cost of returning the product.

For products confirmed to be faulty under the Australian Consumer Law:

• We will cover reasonable return shipping costs where required.

Shipping charges are non-refundable unless required under the Australian Consumer Law.

8. Contact & Response Times

For all return or refund enquiries, please contact:

info@remoptics.com

We aim to respond within 1–2 business days (Monday to Friday, excluding public holidays).

To help us assist you as quickly as possible, please include your order number in all correspondence.

9. Our Commitment

At REM Optics, we are committed to resolving all concerns fairly, promptly and in accordance with the Australian Consumer Law.

If you have any questions about this Returns & Refund Policy, please contact us at info@remoptics.com.