As per the Terms & Conditions...
6. INSPECTION, DEFECTS AND RETURNS
6.1 The Customer must:-
(a) inspect the Products upon delivery;
(b) within seven (7) business days of the supply of any Products (time being of the essence), notify the Supplier of details of any alleged defect, error, omission, shortage in quantity, or past the agreed delivery date, damage or failure to comply with the description or quotation. This must be done by email to sales@ coolkidz.net.au.
(c) provide the Supplier with:-
(i) such photographic and other proof of the alleged defect, error, omission, shortage in quantity, damage or failure to comply as may be requested by the Supplier;
(ii) the Supplier’s product details (item code or name) and the relevant invoice number;
(d) allow the Supplier to inspect the alleged defect, error, omission, shortage, damage or failure to comply within a reasonable time of receiving notification; and
(e) the Supplier’s Product details (item code or name), invoice number and details of the defect claimed.
6.2 The Customer will be deemed to have accepted the Products free of defect or any non-conformity unless the Supplier receives a substantiated written claim within seven (7) days of the date the Supplier delivers or otherwise attempt to deliver the Products to the Customer, as the case may be.
6.3 If a claim is made by a Customer, the Supplier willendeavour to contact the Customer within seven (7) business days along with photographs and other information required by the Supplier.The Supplier may then request further images or information relating to the claim in order for the Supplier to clearly identify/determine the defect. The Supplier will not approve any claims that:-
(a) result from transit damage, where the relevant Products were not freighted by the Supplier or the Supplier’s approved freight companies/carriers.
(b) are due to the natural characteristic of the relevant Product.
(c) arise from the improper use or care of the relevant Product.
For clarity, any warranty in relation to the Products will not apply if clauses 6.3(a), (b) or (c) applies.
6.4 No claim will be accepted unless first authorised in writing by an authorised officer of the Supplier and a Return Authority (RA) number has been provided. The RA number will need to be on any claim and return.
6.5 If the Supplier, acting reasonably accepts a claim by the Customer for a defect, error, omission, shortage, damage or failure to comply with description or quotation, the Customermust return the relevant Product(s) to the Supplier at its place of business if requested by the Supplier. The Supplier’s maximum liability to the Customer will then be to:-
(a) supply a replacement of the relevant Product(s) (or part(s) of the relevant Product(s) if that is deemed sufficient by the Supplier) or supply equivalent Product(s) (or part(s) if that is deemed sufficient by the Supplier)to the Customer. The Supplier reserves the right to substitute similar items should the colour or model in question no longer be available;
(b) repair the relevant Product(s) and deliver them to the Customer; or
(c) refund to the Customer the cost of the relevant Product(s).
6.6 If the Supplier is of the reasonable opinion that the Products when returned are other than in the same condition as when they were delivered to the carrier or directly to the Customer, a charge equal to the cost necessary to restore the Products to their original condition shall be payable by the Customer upon demand by the Supplier. If Products are returned to the Supplier which the Supplier is unable to resell to a third party or resell for the same amount as was sold to the Customer, then the Supplier may charge the Customer an amount equal to the loss incurred as a result of the Customer returning the Products.
6.7 Except in the case of any Product(s) which are defective or damaged or fail to comply with their description,the Supplier is under no obligation to accept any return of any Products sold to the Customer. Despite the foregoing, if the Supplier, in its discretion, agrees to accept any return of any Product which is not defective or damaged or fails to comply with its description:-
(a) the Products must be returned to the Supplier in their original packaging (both internal & external) as originally delivered.
(b) freight Charges paid re the initial delivery are non-refundable;
(c) freight charges paid for the return of the relevant Products must (unless otherwise agreed) be paid directly by the Customer or, if the return freight is arranged by the Supplier, must be paid by the Customer and deducted from the credit (if any due) to the Customer on the return of this stock;
(d) the Supplier will be entitled to charge a re-stocking fee equivalent to 25% of the value of the returned Products to cover the additional administration and warehouse costs associated with the return of these items; and
A credit will only be processed once the relevant Products are received at the above address, checked and found to be in a good and as new condition.
7. WARRANTIES AND REPRESENTATIONS
7.1 The Supplierwarrants and represents to the Customer that:
(a) The Supplierhas the legal right and power without obtaining the consent of any person or authority to enter into these Terms and Conditions and sell the Products;
(b) To the best of the Supplier’sknowledge, information and belief there are no existing, pending or threatened matters or circumstances which will remove, limit or otherwise effect:
(i) the legal right or power of to sell the Products; or
(ii) the ability of the Supplierto provide the Products in accordance with these Terms and Conditions.
7.2 The Customer warrants and represents to the Supplierthat:
(a) the Customer has the legal right and power without obtaining the consent of any person or authority to perform its obligations under these Terms and Conditions;
(b) to the best of its knowledge, information and belief there are no existing, pending or threatened matters or circumstances which will remove, limit or otherwise effect its legal right or power to perform its obligations under these Terms and Conditions.
(c) it must comply with all instructions provided by the Supplier to the Customer regarding the care, handling and storage of the Products, including those instructions which may be viewed at https://coolkidz.net.au/terms
7.3 Each party must promptly notify and fully disclose to the other party in writing material details of any event or occurrence, actual or threatened, which materially effects their ability to perform their obligations under these Terms and Conditions.
7.4 The Customer acknowledges that no employee or agent of the Supplier, other than a director, is authorised to make or issue any statement, warranty or representation as to the Products. The Customer therefore shall not be entitled to rely or seek to rely upon any statement made or issued by an agent or employee of the Supplier other than a written statement by a director of the Supplier.
7.5 The Products come with all warranties that cannot be excluded under the Australian Consumer Law. Where a valid claim is made under a statutory or other warranty (and if such warranty is not voided for any of the reasons set out in these Terms and Conditions or by operation of law), the Supplier will, at its option either:-
(i) repair or replace the relevant Products or the affected part of them; or
(ii) wholly or partially recompense the Customer if the Products or part of them is defective.
7.6 Any warranties implied by law will end immediately if the Products become defective or damages as a consequence of misuse, lack of proper care and maintenance, commercial use, use within a commercial or rental environment or handling in transit.
7.7 The Supplier will not be required to repair or replace a Product if the Supplier, acting reasonably, believes it is unreasonable that it be required to do so. Without limiting the generality of the foregoing, the Customer acknowledges that if the Customer purchases Products which are:-
(a) sold as part of any clearance sale conducted by the Supplier;
(b) sold from the clearance section of the Supplier’s premises or website;
(c) formerly display or showroom items and have been discounted accordingly;
then such Products (irrespective of whether or not marked as clearance or display or showroom items) shall be sold in their as is condition and, to the extent permitted by law, no warranty of any nature shall apply to those Products.
7.8 The Supplier must be notified of an imperfection in the Products within 7 days of the Products being delivered failing which any warranty applying to the Products will cease to apply.
7.9 Any warranties provided (whether provided by the Supplier or implied by law) do not apply if:
(a) the defect becomes apparent after the expiration of the relevant warranty period (or if there is no such period then after more than one (1) month after the date of the invoice);
(b) the Products have not been used or stored in accordance with instructions issued by the Supplier;
(c) the Products have been subject to any alteration or repair by any person other than authorised in writing by the Supplier. If the alteration or repair is unrelated to the defect then the warranty remains applicable;
(d) the Customer fails to notify the Supplier of its claim within seven (7) days of the defect becoming apparent and to return the Products to the Supplier on the Supplier’s request to do so; or
(e) the Products have not been used for the purpose for which they were designed.
7.10 Except as provided for in these Terms and Conditions, to the full extent permitted by law the Supplier will not be liable for economic or consequential loss, injury, expense or damage to the Customer or any person to whom the Products are transferred, or in respect of any person to whom the Customer or the person using the Products make them available or their property, arising from any defect in or failure of the Products, notwithstanding negligence on the part of the Supplier or the Supplier’s suppliers, employees, agents, successors or assigns.
Other sections of the Terms & Conditions might be relevant to your questions.