refund policy

# Refund Policy

_Last updated: May 2026_

## Our Promise

We want you to love your Slate Sustainability products. If you're not completely happy, we'll make it right.

## Returns

**30-Day Return Window**
You have 30 days from delivery to return any item for a full refund or exchange.

**Conditions:**
- Item must be unused and in original packaging
- Proof of purchase required (order number or receipt)
- Return shipping is the buyer's responsibility unless the item is faulty

## Refunds

**Processing Time:** 5-7 business days after we receive your return

**Method:** Refunded to original payment method

**Partial Refunds:** May apply if:
- Item is returned used or damaged (not due to our error)
- Original packaging is missing
- Return is outside the 30-day window

## Faulty or Damaged Items

If your item arrives damaged or develops a fault within 30 days:
- We cover return shipping
- Full refund or replacement — your choice
- No restocking fees

## Exchanges

Want a different size, color, or product?
- Follow the return process above
- Place a new order for the replacement item
- Or contact us and we'll handle it directly

## Non-Returnable Items

- Gift cards
- Items marked "final sale"
- Products damaged through misuse

## How to Return

1. Email **dave@chancelogistics.com.au** with your order number and reason for return
2. We'll send you return instructions and the return address
3. Pack the item securely in original packaging
4. Ship with tracking (recommended)
5. We'll process your refund within 5-7 business days of receiving the return

## Questions?

Email us: **dave@chancelogistics.com.au**

Response time: Within 24 hours