Refund policy

Refund Policy 

At Dementia Australia, we are committed to ensuring your experience with the Resources Portal is positive and reliable. Please review this Refund, Returns & Exchange Policy carefully to understand your rights under Australian Consumer Law and how we manage returns, exchanges, and refunds. 

This policy applies to purchases made through the Dementia Australia Resources Portal. The portal and its associated fulfilment services are operated by The Buckner Group Pty Ltd (ACN 009 739 422) trading as Buckner Brand Management, on behalf of Dementia Australia. 

1. About This Policy 

This policy applies to all products purchased via the Dementia Australia Resources Portal. We recommend that all goods are inspected upon delivery to ensure they meet acceptable quality standards and match the product description provided at the time of purchase. 

If you have any questions or concerns, please contact us via the Return Request Form available on the portal or by email at dementia@buckner.com.au . 

2. 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, as well as compensation for any other reasonably foreseeable loss or damage. 

You are also entitled to have goods repaired or replaced if they fail to meet acceptable quality standards and the failure does not constitute a major failure. 

3. Change of Mind 

If you change your mind, please contact our fulfilment team at dementia@buckner.com.au, as soon as possible. Orders are processed promptly to enable fast dispatch, and as such, cancellations cannot be guaranteed once production or fulfilment has commenced. 

Change-of-mind returns must be requested within 30 days of delivery. Items must be unused, in their original condition, and with all original packaging included. 

Return shipping costs for change-of-mind are the responsibility of the customer. Replacement items will be dispatched once the returned goods have been received and inspected. 

This clause operates in addition to, and does not limit, your rights under the Australian Consumer Law. 

4. Faulty, Damaged, or Incorrect Items 

If your order arrives damaged, faulty, or does not match your order, please contact us within 30 days of delivery. 

We will arrange a repair, replacement, or refund as required in accordance with the Australian Consumer Law. 

Where applicable, Dementia Australia will cover the cost of return postage or collection for faulty, damaged, or incorrect items. 

5. Refund Method and Timeframe 

Approved refunds will be processed to the original payment method within 5–10 business days following approval. 

You will receive confirmation via email once your refund has been completed. Refunds will be issued using the original payment method wherever reasonably practicable. 

6. Non-Returnable Items 

Customised, embroidered, clearance, and special-order items cannot be returned unless they are faulty or otherwise do not meet the guarantees under Australian Consumer Law.  

We recommend inspecting your order as soon as possible after delivery to confirm it is complete, undamaged, and matches your order. 

7. Return Process 

To initiate a return, please complete the Return Request Form available on the portal. 

All valid return requests will be reviewed within 3 business days. Once approved, a Return Merchandise Authorisation (RMA) document will be issued and sent to you via email. This document must be printed and included with the returned goods. 

Please note: 

• Return processing may be delayed if the RMA documentation is not included
• RMA documents are valid for single use only
• We are not responsible for items lost in transit prior to receipt at our warehouse
• Risk in returned goods remains with the customer until received and inspected
• Return collection or freight charges may apply depending on circumstances, and you will be advised in advance
• The portal is managed centrally, and local teams are unable to assist with returns. All enquiries must be directed to the fulfilment team via dementia@buckner.com.au. 

8. Proof of Purchase 

Please retain your proof of purchase (such as your invoice or confirmation email), as it is required to process all returns, exchanges, and refunds. 

Acceptable proof includes a tax invoice, order confirmation email, or credit card statement. 

9. Online Purchase Confirmation 

A binding contract for purchase is formed once payment has been successfully received, and an order confirmation email has been issued. 

We reserve the right to cancel orders prior to dispatch in cases of pricing errors, product unavailability, or system-related issues. 

10. Processing and Communication 

We aim to process all valid return requests promptly. Most returns will be finalised within 10 business days from the date returned goods are received and assessed. 

11. Contact Us 

Email: dementia@buckner.com.au 

Phone: 1300 22 44 66 

This policy is governed by the laws of Queensland, Australia. 

Please also refer to our Terms and Conditions, Shipping Policy, and Privacy Policy. 

Dementia Australia