SHIPPING POLICY

Thank you for visiting and shopping at OneTwoKlean. The following information sets out the terms and conditions that constitute our Shipping Policy.

1. Processing your Order

An email confirmation is sent to your e-mail address after placing your order. Please keep this e- mail as proof of your purchase.

2. Shipment Processing Time

Processing time refers to the time it takes for us to prepare your order for shipping.

After your payment is authorised and verified, all orders are processed within 2 to 3 business days. We will contact you if, for some reason, there are any delays.

However, some orders may ship within as few as 2 and some may take up to 5.

3. Shipment Locations

3.1. Domestic Only

OneTwoKlean does not ship internationally at this time. We ship domestic only - anywhere in Australia.

3.2. Shipping Restrictions

Our company does ship to both commercial and domestic addresses. Customers can have their products shipped to a P.O box; however, it will depend on your selected shipping.

4. Shipment rates and delivery estimates

We endeavor to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time.


Unless there are exceptional circumstances, we make every effort to fulfil your order. 

(a) Express Shipping

The order will arrive within 5 business days.

Express Shipping costs will be detailed at the time of purchase or discussed in the store with you.

5. Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

  1. You misused the said product in a way which caused the problem.
  2. You knew or were made aware of the problem(s) with the product or service before you purchased it.
  3. You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
  4. Any other exceptions that apply under the Australian Consumer Law.

6. Shipping Costs for Returns

  1. In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.
  2. If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
  3. If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
  4. In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
  5. The inspection of Returned Products shall be conducted according to the following criteria: (i) original condition and packaging integrity, (ii) presence of all original components and accessories, (iii) absence of unauthorized modifications or damage, and (iv) verification of the reported fault or defect. These criteria will be used to determine eligibility for repair, replacement, or refund under the Australian Consumer Law.

7. Response Time

  1. We aim to process any requests for repairs, replacements or refunds within 3 days of receipt.
  2. We will notify customers of the status of their request within [DAYS] business days and provide regular updates until the matter is resolved.

8. How to Return Products

  1. You can contact us using the contact email provided at the end of this Policy to discuss a return using the information.
  2. Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
  3. To be eligible for a refund, repair or replacement, you must provide proof of purchase.
  4. You may be required to provide a government issued identification to qualify for a refund, repair or replacement.
  5. Acceptable proof of purchase includes original receipt, order confirmation email, bank statement showing the transaction, or digital invoice from our system. Each document must clearly show the purchase date, amount, and item description.

9. Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: (03) 6163 1684 or hello@onetwoklean.com.