Returns, warranty and damaged items

Our returns, damage, and warranty policies are outlined below. If you have a question that isn't covered here, please reach out via our contact form and our team will get back to you as quickly as possible.

change of mind returns

Please note: change of mind returns will not include a refund of postage costs. If we create a return label for you, the postage cost will be deducted from your refund.

eligibility criteria

  • Product and packaging must be in original condition, unopened, unused, and unbroken. All parts must be returned.
  • The product must have been purchased within the last 30 days. Returns outside this window are not eligible.
  • You will need to provide a photo showing the product is in its original condition before the return is approved.
  • Items marked clearance are not eligible for change-of-mind returns.

Change-of-mind returns are offered as a courtesy. Nothing on this page affects your rights under the Australian Consumer Law, including for sale and clearance items.

how to make a return

  1. 1 Contact our team via the contact form. We will guide you through the process, which usually involves us creating a return label for you.
  2. 2 Once we receive the return, our warehouse team will inspect the product to confirm it is in its original condition before any further action is taken.
  3. 3 Once all checks are complete, we will email you your refund details. Refunds are processed within 3 to 5 business days of receiving the returned product.

postal damaged items

If your order arrived damaged in transit, follow the steps below. Including a photo of the damage when you first get in touch will speed up the process considerably.

  1. 1 Contact our team via the contact form with your order number and details of the damage. A photo of the damaged item will help us move faster.
  2. 2 Our customer service team will get in touch to discuss the cause of the damage further.
  3. 3 If the damage is confirmed as a postal issue, we will raise a formal inquiry with Australia Post.
  4. 4 Once the inquiry with Australia Post is finalised, our team will confirm the next steps with you.

faulty products

One-year warranty: all gathera products carry a one-year warranty from the date of purchase. This warranty is in addition to your rights under the Australian Consumer Law, which can continue to apply after the warranty period ends.

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. These rights apply to all purchases, including sale and clearance items.

  1. 1 Contact our team via the contact form with your order number and details of the fault. A photo of the faulty item will help us assist you more quickly. Before getting in touch, it is worth checking our FAQ page to see if your issue has already been answered.
  2. 2 Our customer service team will work through some troubleshooting steps with you to rule out any obvious causes.
  3. 3 If the product or part is confirmed as faulty, our team will advise you on how to return it to us for a repair, replacement or refund.
  4. 4 Your repair, replacement or refund will be processed once the original item has been received and the fault verified by our warehouse team.
  5. 5 Our customer service team will follow up with the details. Please allow 3 to 5 business days after we receive the returned product.