Refund policy
YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or replaces those rights.
FAULTY, DAMAGED OR INCORRECT ITEMS
If something arrives damaged, faulty, or isn't what you ordered, email us at hello@untense.com.au. If available, include your order number and a photo of the issue to help us investigate. We may ask for details needed to assess it, without limiting your rights under the Australian Consumer Law.
Major failure (for example, the item is unsafe or very different from how it was described): you choose a full refund or a replacement.
Minor problem: we'll repair or replace the item, or refund you, at no cost to you.
If you believe an item has a problem and it is large, heavy or difficult to return, contact us so we can pay for its return or arrange collection within a reasonable time. If a problem is confirmed, we will reimburse any reasonable return costs you have already paid. Please keep your postage or transport receipt.
VOLUNTARY CHANGE-OF-MIND RETURNS
For orders placed on or after 1 October 2026, 5:15 am AWST (UTC+8), we do not accept change-of-mind returns for the following products:
- Ergoapt Pro Footrest
- Ergoapt Stretch Footrest
- Topo Anti-Fatigue Standing Desk Mat
- Steppie Balance Board
This exclusion applies only to change-of-mind returns. It does not limit your rights under the Australian Consumer Law, including where a product is faulty, does not match its description or is not fit for a purpose covered by the consumer guarantees.
Orders placed before 1 October 2026, 5:15 am AWST (UTC+8) remain covered by the change-of-mind returns policy offered when the order was placed, including any applicable 30-day return period measured from delivery.
For orders placed on or after 11 October 2026 at 4:03 pm AWST (UTC+8), the change-of-mind return window for the Namaste Wool Felt Pen Holder — Handmade in Nepal (all colour variants) is 14 days from the date you receive the item. Orders for this product placed before that time remain covered by the change-of-mind returns policy offered when the order was placed, including any applicable 30-day return period measured from delivery.
Except for the products excluded above on orders placed on or after 1 October 2026, 5:15 am AWST (UTC+8), and the Namaste Wool Felt Pen Holder orders subject to the 14-day window above, we accept change-of-mind returns within 30 days of delivery. For eligible change-of-mind returns under either window, the item must be unused, unwashed, and in its original packaging with all tags and accessories included. These conditions apply only to voluntary change-of-mind returns, not to remedies under the Australian Consumer Law.
We do not offer exchanges for a change of mind. This does not affect your right to a replacement or other remedy under the Australian Consumer Law.
Change-of-mind returns are at your own postage cost. Once we receive and inspect the item, we'll refund the purchase price to your original payment method within 5 business days. Your bank may take a few extra days to display the funds.
HOW TO START A RETURN
Email hello@untense.com.au with the item or items you're returning and the reason for the return. If available, include your order number and a photo if the item appears faulty.
We'll reply with return instructions and the return address. Please contact us before posting a return so we can provide the correct address and arrange collection if required. If you have already returned an item, email us the tracking details. This process does not limit your statutory rights.
LIMITS OF VOLUNTARY CHANGE-OF-MIND RETURNS
Change-of-mind returns requested after the applicable return window stated above. Your rights under the Australian Consumer Law for faulty goods continue beyond that window.
Items damaged through misuse, accident, or normal wear and tear.
Questions? Email us at hello@untense.com.au and we're happy to help.