Refund & Returns Policy
Your satisfaction and consumer rights are our priority
Last updated: January 4, 2025
Your Rights Under 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.
This policy operates in addition to, and does not limit or exclude, your rights under the Competition and Consumer Act 2010 (Cth).
Quick Navigation
1. Consumer Guarantees (Your Legal Rights)
Under Australian Consumer Law, all our products come with automatic consumer guarantees that cannot be excluded:
Major Failures
You are entitled to a replacement or refund if the goods have a major failure, which includes if:
- The goods are significantly different from the description or sample shown to you
- The goods are substantially unfit for their common purpose and cannot easily be fixed within a reasonable time
- The goods are unsafe
- You would not have bought the goods if you had known about the problem
Minor Failures
For minor problems that can be fixed, you can choose to have the goods:
- Repaired at no cost to you
- Replaced with an identical or similar item
- Refunded if repair or replacement is not possible
Examples for Emergency Kits
Faulty product received: Missing items, damaged contents, expired food → Full refund or replacement
Not as described: Kit advertised for 6 people but only contains supplies for 2 → Full refund or replacement
Unsafe products: First aid items not TGA compliant, damaged waterproof bags → Full refund
Damaged in transit: Box crushed, items broken during shipping → Full refund or replacement
2. Change of Mind Returns
While Australian Consumer Law does not require us to accept returns for change of mind, we offer a 30-day change of mind return policy to ensure your complete satisfaction.
Change of Mind Conditions
- Item must be returned within 30 days of delivery
- Product must be unopened and in original packaging
- All seals, tags, and labels must be intact and unbroken
- Item must be in resaleable condition
- Proof of purchase (order number or receipt) must be provided
Important: Change of mind returns are subject to a restocking fee of 10% for opened kits to cover inspection and repackaging costs. Unopened kits receive a full refund minus return shipping costs.
3. Emergency Kit Specific Policies
Due to the nature of emergency preparedness products, we have specific policies for different scenarios:
Food Items and Shelf Life
- Expired food received: Full refund + replacement at no cost (this is a major failure under ACL)
- Food items within 6 months of expiry: Full refund or replacement available
- Unopened food items: Eligible for change of mind return within 30 days
- Opened food items: Cannot be accepted for change of mind returns (health regulations)
First Aid and Medical Items
- Non-TGA compliant items: Full refund (safety failure under ACL)
- Damaged or unsealed packaging: Full refund or replacement
- Unopened first aid kits: Eligible for change of mind return within 30 days
- Opened first aid items: Cannot be accepted unless faulty
Tools and Equipment
- Faulty or defective tools: Replacement or refund under manufacturer warranty or ACL
- Missing components: Partial refund or complete replacement kit
- Unused tools: Eligible for change of mind return within 30 days
- Used tools: Cannot be accepted unless faulty
Waterproof Bags and Containers
- Not waterproof as advertised: Full refund or replacement (fitness for purpose failure)
- Damaged seams or zippers: Full refund or replacement
- Unused bags in original packaging: Eligible for change of mind return within 30 days
4. How to Return an Item
Follow these simple steps to initiate a return:
Contact Our Returns Team
Email returns@qldreadykits.com with:
- • Your order number
- • Item(s) you wish to return
- • Reason for return (faulty, change of mind, wrong item, etc.)
- • Photos if the item is damaged or faulty
Receive Return Authorization
We'll respond within 24 hours with a Return Authorization (RA) number and return address. Do not send items back without an RA number.
Package and Ship
Securely package the item(s) in original packaging if possible. Include:
- • Return Authorization number (written on outside of box)
- • Copy of original receipt or order confirmation
- • All original components, manuals, and accessories
Ship to the return address provided using a trackable shipping method.
Receive Your Refund
Once we receive and inspect the return, we'll process your refund within 7-14 business days. You'll receive an email confirmation when your refund is processed.
5. Refund Processing Times
| Stage | Timeframe |
|---|---|
| Return Authorization issued | Within 24 hours of request |
| Inspection upon receipt | 2-3 business days |
| Refund processing | 7-14 business days |
| Refund appears in account | 3-5 business days after processing (depends on bank) |
Refund Method: All refunds will be issued to the original payment method used for the purchase. If paying by credit card, the refund will appear on your statement within 1-2 billing cycles.
6. Return Shipping Costs
We Pay Return Shipping
- Faulty or defective products
- Wrong item sent
- Items damaged in transit
- Items not as described
- Missing components
We'll provide a prepaid return label via email.
You Pay Return Shipping
- Change of mind returns
- Ordered wrong size/type (not our error)
- No longer needed
Return shipping costs will be deducted from your refund. We recommend using trackable, insured shipping.
7. Non-Refundable Items
The following items cannot be returned for change of mind due to health, safety, and hygiene regulations:
- ✕Opened food items (health and safety regulations)
- ✕Opened or used first aid items (hygiene regulations)
- ✕Personal protective equipment (PPE) that has been opened or used
- ✕Custom or personalized kits (made to order)
- ✕Digital products or downloadable resources (if offered in future)
Important: These restrictions apply only to change of mind returns. If any of these items are faulty, damaged, or not as described, you are still entitled to a remedy under Australian Consumer Law.
8. Contact for Returns
Returns and Refunds Team
- Email: returns@qldreadykits.com
- General Support: help@qldreadykits.com
- Business Name: Be Ready Australia (trading as Queensland Ready Kits)
- Location: Sippy Downs, Queensland, Australia
- Response Time: Within 24 hours on business days
For urgent issues or questions about your return, please include your order number in the subject line of your email to expedite processing.
Changes to This Refund Policy
We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date at the top. Your continued use of our website after changes are posted constitutes acceptance of the updated policy.
This policy does not affect your statutory rights under Australian Consumer Law, which cannot be excluded.