Returns, Refunds, Cancellations and Exchanges Policy
HOW TO RETURN AN ITEM
Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. Your must return the item within 30 days of your purchase.
- 1. Please email info@navlife.com.au to request a refund and we will assign you a tracking #.
- 2. Mail your returned item to:
Navlife
Returns Department Tracking #(Your original order number)
PO Box 179
Kallangur, QLD 4503
- 3. Include in your package a signed letter stating the reason for your return and the original receipt.
Return Exceptions
- Some items can not be returned if they are opened. These include DVD’s and products with activation codes.
- Merchandise that has been worn, used, or altered will not be accepted for return or exchange.
- Items must be returned within 30 days of the Invoiced date or Order Date.
NON-REFUNDABLE ITEMS
Any items in vacuum sealed packaging is not eligible for a refund unless deemed faulty or if it has a manufacturing defect in which a replacement will be offered.
RESTOCKING FEE
All items are subject to a 15% restocking fee, this will be deducted from your refund. We also do not refund the original shipping and handling that you paid on the order.
NOTE: If an item not stocked by Navlife is ordered and drop shipped by the supplier then any fees incurred by the supplier would be included in the restocking fee.
EXCHANGES
If your clothing item is in like new condition, you may exchange your clothing item for a different size or color. You will not be subject to a restocking fee in this case, but you still will have to pay return shipping.
CANCELLATIONS
If an order is cancelled, Navlife may, at their sole discretion, charge a cancellation fee of up to 15% of the value of the sale to cover costs and/or merchant fees incurred.
PLEASE NOTE:
* If your purchase was made via interest free then the refund will be minus the processing/merchant fee as this in non-refundable. In this case we can also offer a store credit to the full value of the purchase.
* Products are returned to us at your (the customers) expense via your own method of transport.
* If products were sent during a free shipping campaign in which you selected the free shipping option, and you return the product (change of mind), Navlife reserves the right to recoup the shipping costs involved in sending those products.
Payment Policy
ACCEPTED METHODS OF PAYMENT
- Direct Deposit
- Credit Card Merchant (Visa or Mastercard) – See notes.
- Paypal (surcharge applies) – See notes.
- Interest Free – Afterpay & ZipMoney/ZipPay – conditions apply.
Note: If paying by credit card there is a merchant fee of 2% which we absorb in the cost of the sale as we do with all other forms of payment. In the event that you would like a refund for what ever reason the processing fees not refunded back to us by the bank, will not be refunded back to the customer. Merchant fee refund rate from our bank is : Visa 0.28% – Mastercard 0.32% of the total sale value.
Paypal surcharge is non-refundable.
ZIP: ZipPay can be used to purchase items up to the value of $1,000. ZipMoney can be used for the purchase of items up to the value of $5,000. Interest free terms are $50 – $1000 (3 months interest free), $1,001 – $3,000 (6 months interest free) & $3,001 – $5,000 (12 months interest free). If an order is cancelled, the merchant fees are non-refundable.
Afterpay: Afterpay can be used for purchases up to $2000 and must be paid in 4 equal installments as indicated in their term and conditions. If an order is cancelled, the merchant fees are non-refundable.
Shipping Policy
TURNAROUND
Orders are shipped within 72 hours, if in stock – Monday – Friday 8am – 5pm. Some items are drop shipped from our suppliers and can sometimes take longer. If there is an issue with supply for your order we will contact you via email or phone.
CARRIERS
We use the following carriers to deliver our orders:
- Australia Post
- Aramex
- StarTrack
- Direct Freight Express
- Northline Freight
PLEASE NOTE: Items sent via StarTrack or Direct Freight Express are on a “No Redelivery” Consignment. It is up to the customer to make sure that someone is at the delivery address at the time of delivery or opt for the “Authority to Leave” option at checkout. Fees for redelivery are in some cases more than the original delivery charge so for this reason we have the no redelivery policy. If you have missed your delivery and you have not opted an ATL then you will need to make arrangements to pick your delivery up from the location on the card that would have been left in your letterbox.
Navlife has the right to charge any extra fees to their customer if:
- The address is public property which can not be accessed (ie: unit complexes or army barracks) and instructions or delivery/access info has not been provided in checkout.
- The address information has been entered incorrectly or does not exist.
ORDER TRACKING
If a tracking # is provided by the shipping carrier, we will update your order with the tracking information. Please note that some orders using Australia Post mail will not have tracking numbers. We recommend you use services with a tracking number so that you can track the shipment. Standard Post (envelopes) do not have tracking numbers.
SHIPPING RATES
The rate charged for the shipping of your order is based on the weight and size of your products, and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to.
PLEASE NOTE: In rare cases you may have been charged incorrectly for shipping or some items, especially larger bulky item may incur extra charges and if so Navlife reserves the right to charge you extra if any extra charges are incurred. You will be contacted via phone or email if this is a case.
FREE SHIPPING
Free shipping applies to orders where the combined goods value (excluding the shipping cost) is over the nominated free shipping dollar value threshold (generally advertised on our website and/or advertising material). Some products are excluded from this as advertised in our “free shipping” campaignes.
Free Shipping applies to orders made within Australia only.
Majority of the items in our webstore are included in this policy with the exception of large and bulky or excessively heavy items. We have a general shipping cost threshold of 10% of the value of the cart total to use for free shipping. In cases were shipping is dearer than the 10% due to the item being bulky and/or the delivery address being a remote location, Navlife will contact you to discuss shipping costs and/or terminate and refund your order. If a customer is required to pay for shipping it would only be the difference of the general shipping cost threshold and what the shipping charge would be.
In the case where the customer purchases a mixture of items that do and don’t qualify for free shipping, they will only be charged shipping for the items that don’t qualify.
INSURANCE
In accordance to the ACCC, Navlife will not be held responsible for any parcel, package or product once it leaves our hands into the hands of the freight companies. For this reason we strongly recommend you use shipping insurance which can be found at checkout. In the event your item is damaged, we can recover costs to ensure the product can be repaired or replaced. In the event that your parcel goes missing we can recover the cost of that item for either a refund or for that item to be resent.
BACKORDERS
If an item goes on back order we will ship you the part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.
International Shipments
INTERNATIONAL DUTIES & TAXES
Our retail prices and shipping charges exclude any local customs duties or taxes/VAT. Customs duties and taxes are additional fees charged by local authorities and vary country to country. The additional fees are the responsibility of the customer. Navlife encourages customers to source this information prior to purchase. Unfortunately, Navlife is unable to provide information relating to the cost of unexpected taxes or duties as these charges vary and are beyond our control.
EXCHANGE RATE
International Orders will be charged in Australian Dollars (AUD) as per your order confirmation. The final transaction charge to your account may vary slightly due to moment-by-moment exchange rate fluctuations.
CUSTOMS DECLARATION
A customs declaration must accompany all international shipments. We are required to state the value of the goods to customs. This will be as per the order value in AUD. We are unable to mark any order as a ‘gift’ as we are a retail company.
Liability of Navlife when Processing Orders
Please check all your order details carefully before processing your order. Navlife will not take responsibility for any product lost or stolen that is addressed incorrectly due to incorrect information entered on your order form.
