RETURNS AND REFUND POLICY

Last updated: 29 July 2026

This Returns and Refund Policy applies to purchases made from Ordessa, ABN 15 377 158 696.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy available under the Australian Consumer Law.

Faulty, damaged or incorrect products

Customers should contact Ordessa as soon as reasonably possible if an order:

• arrives damaged;

• is faulty or defective;

• is unsafe;

• is materially different from its description;

• contains the wrong product; or

• is missing a component that should have been included.

Contact support@ordessa.com.au and provide:

• the order number;

• a description of the problem;

• photographs or video showing the product and problem;

• photographs of the packaging where relevant; and

• a photograph of the shipping label where relevant.

This information helps Ordessa assess the problem efficiently. Requesting photographs or video does not remove or restrict the customer’s rights under the Australian Consumer Law.

Customers should not return a product before receiving return instructions from Ordessa. The address displayed on the original parcel may not be the correct return address.

Australian Consumer Law

Products sold by Ordessa come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, the customer may be entitled to choose a refund or replacement.

A major failure may include circumstances where the product:

• would not have been purchased by a reasonable consumer who knew about the problem;

• is substantially unfit for its normal purpose and cannot easily be fixed;

• is substantially unfit for a purpose disclosed before purchase and cannot easily be fixed;

• is significantly different from its description or sample; or

• is unsafe.

If a problem is minor, Ordessa may provide an appropriate remedy, such as a repair, replacement component or replacement product, within a reasonable time.

Where the Australian Consumer Law entitles a customer to a remedy, Ordessa will cover reasonable return costs where a return is required.

No restocking fee or change-of-mind deduction applies to a product that is faulty, unsafe, damaged, materially misdescribed or incorrectly supplied.

Original packaging is not required where requiring it would unreasonably restrict rights under the Australian Consumer Law.

Change-of-mind returns

Ordessa accepts eligible change-of-mind return requests submitted within 14 calendar days after delivery.

A change-of-mind return includes situations where:

• the customer no longer wants the product;

• the wrong product, size, colour or variant was ordered;

• the product does not fit where the published dimensions were accurate;

• the customer found the product cheaper elsewhere; or

• the customer entered an incorrect delivery address and the parcel was returned to sender.

To qualify for a change-of-mind return, the product must generally be:

• unused, unwashed and unassembled;

• complete with all components and accessories;

• returned in its original packaging;

• free from marks, damage, odours and signs of use; and

• capable of being resold as new.

Change-of-mind returns require written authorisation from Ordessa before the product is sent.

For an approved change-of-mind return:

• the customer is responsible for return postage;

• the original delivery charge is not refundable;

• no separate restocking fee will be charged; and

• reasonable carrier charges resulting from an incorrect address, failed delivery, refusal or unclaimed parcel may be deducted where the customer caused those charges.

These conditions apply only to voluntary change-of-mind returns. They do not restrict remedies available under the Australian Consumer Law.

Products that do not fit

Customers should review the published measurements and measure their intended space before ordering.

Where the supplied product matches its published description and dimensions, a return caused by the product not fitting will generally be treated as a change-of-mind return.

If dimensions or product information published by Ordessa were materially inaccurate, the customer should contact Ordessa so the matter can be assessed under the Australian Consumer Law.

Return process

To request a return:

1. Email support@ordessa.com.au.

2. Include the order number and reason for the request.

3. Provide photographs or video where relevant.

4. Wait for written return authorisation and the correct return address.

5. Package the product securely.

6. Send the approved return using a tracked delivery service.

7. Retain the tracking number and lodgement receipt.

Customers must not return a product to the address printed on the original parcel unless Ordessa specifically confirms that address in writing.

Unauthorised returns may be delayed where they are sent to the wrong location.

For change-of-mind returns, the customer remains responsible for the parcel until it is received at the authorised return location.

Return inspection

An approved change-of-mind return will be inspected after it is received.

Ordessa may refuse or reduce a voluntary change-of-mind refund where the returned product:

• has been used;

• has been assembled;

• is incomplete;

• has been damaged after delivery;

• is not in its original packaging; or

• cannot reasonably be resold as new.

Ordessa will explain any proposed change-of-mind deduction before finalising the refund.

This inspection condition does not remove or restrict rights relating to faulty or non-compliant products under the Australian Consumer Law.

Refund processing

Approved refunds will be issued to the original payment method.

After Ordessa processes a refund, the customer’s bank or payment provider may take approximately 5–10 business days to display the funds.

Ordessa cannot control the processing time of the customer’s financial institution.

The customer will be notified when the refund has been processed.

Exchanges

Ordessa does not currently offer direct change-of-mind exchanges.

Where a change-of-mind return is approved, the customer may return the eligible product for a refund and place a separate order for the preferred product or variant.

This does not prevent Ordessa from providing a replacement where required or appropriate under the Australian Consumer Law.

Sale and promotional products

Sale and promotional products retain all rights provided by the Australian Consumer Law.

Any restriction applying to voluntary change-of-mind returns does not remove the right to seek a remedy for a faulty, unsafe, damaged, materially misdescribed or incorrectly supplied product.

Order cancellations

Customers should contact support@ordessa.com.au immediately if they need to cancel an order.

Ordessa will attempt to accommodate the request, but an order cannot normally be cancelled after it has entered processing or been submitted for fulfilment.

An order is not cancelled until Ordessa provides written confirmation.

If an order can be cancelled before dispatch, the payment will be returned to the original payment method.

Contact

Ordessa
ABN 15 377 158 696
Email: support@ordessa.com.au