Refund Policy
Effective Date: 31 March 2026
Last Updated: 31 March 2026
At Eternal Play Office, we want customers to understand their rights clearly and to know how refund requests are handled. This Refund Policy explains our general approach to refunds, returns, exchanges, cancellations, and remedies in connection with products or services offered through EternalPlayOffice.com.
This policy operates alongside your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any consumer rights, guarantees, or remedies that cannot lawfully be excluded, restricted, or modified. Under Australian Consumer Law, consumers may be entitled to a repair, replacement, refund, cancellation, or compensation if a product or service does not meet the applicable consumer guarantees.
1. Change of mind
We are not required to provide a refund, replacement, or exchange if you change your mind, order the wrong item, no longer want the product or service, or decide you have no use for it. The ACCC expressly states that businesses are not required to provide a refund or replacement simply because a customer has changed their mind, although a business may choose to do so as a matter of policy.
However, we may, at our discretion, choose to offer a refund, exchange, credit, or transfer in some change-of-mind situations. Any such outcome is offered voluntarily and does not affect your statutory rights.
2. Faulty, misdescribed, unsafe, or unusable products and services
If a product or service purchased from us has a problem that means it does not meet a consumer guarantee, you may be entitled to a remedy under Australian Consumer Law. This may apply where a product is faulty, unsafe, significantly different from its description or sample, or does not do what it was represented as doing or what you told us you needed it to do, and the problem cannot be easily fixed. The ACCC describes these as circumstances in which a consumer may have rights to a remedy, and for major problems the customer may choose a refund or replacement for goods, or cancel the service contract and obtain a refund for the unused portion.
Where the failure is not major, we may choose an appropriate remedy permitted by law, such as repair, replacement, re-supply of the service, or refund. Where the failure is major, you may be entitled to choose the remedy available under the law.
3. Digital products and online purchases
If we sell digital products, downloadable content, licences, or other online goods or services, Australian Consumer Law may still apply. The ACCC has specifically stated that consumer guarantee rights extend to digital goods and that customers who buy digital products online have the same rights in principle as customers who shop in physical stores, subject to the nature of the product and the applicable guarantee.
Because of the nature of digital products, we may not offer change-of-mind refunds once a file has been downloaded, accessed, issued, or made available, unless required by law or unless we expressly state otherwise at the point of sale.
If a digital product is corrupted, inaccessible, materially different from its description, or otherwise fails to meet a consumer guarantee, please contact us so we can assess the appropriate remedy.
4. Services
If we provide services, bookings, consultations, subscriptions, or other non-physical offerings, you may be entitled to a remedy if the services do not meet applicable consumer guarantees. The ACCC’s guidance explains that remedies for services can include re-supply of the services, payment of the cost of having the services supplied again, cancellation in some cases, or compensation for resulting loss, depending on the circumstances.
If a service issue arises, we will assess the problem and determine the appropriate remedy consistent with Australian Consumer Law.
5. Voluntary returns or exchanges
Where we choose to allow returns or exchanges beyond what is legally required, those arrangements are offered at our discretion and may be subject to conditions such as the item being unused, unopened, in original condition, accompanied by proof of purchase, and returned within a stated period.
Any voluntary return arrangement we offer does not limit your rights where the Australian Consumer Law requires a refund, repair, replacement, or other remedy.
6. Proof of purchase
To process a refund, return, exchange, or remedy request, we may ask for reasonable proof of purchase, such as an order confirmation, receipt, invoice, payment record, or other evidence showing that the purchase was made from us. Business.gov.au notes that receipts and other proof of purchase are relevant to resolving customer issues and confirming what was bought and paid for.
7. How to request a refund or remedy
If you believe you are entitled to a refund or other remedy, please contact us at:
Please include your name, contact details, order details, proof of purchase, and a clear description of the issue. If relevant, include photographs, screenshots, error messages, or any other information that will help us assess the problem promptly.
We will review your request and respond within a reasonable time.
8. Return shipping and costs
If a return is required because a product has failed to meet a consumer guarantee, we will work with you to determine an appropriate return process and responsibility for reasonable return costs in accordance with the law and the circumstances.
If we accept a voluntary return for change of mind or another non-fault reason, you may be responsible for any shipping, handling, or transaction costs unless we state otherwise.
9. Refund method
Where a refund is approved, we will generally issue it using the original payment method unless another method is agreed or reasonably necessary.
The time taken for refunded funds to appear may depend on your payment provider or financial institution.
10. Cancellations
If the website offers bookings, pre-orders, appointments, subscriptions, or other future-dated services, any specific cancellation terms presented at the time of purchase will apply in addition to this policy, provided they do not exclude rights that cannot lawfully be excluded.
Where a product or service has a major problem under Australian Consumer Law, contract cancellation and refund rights may apply.
11. Contact us
If you have any questions about this Refund Policy or would like to request a refund, return, exchange, or other remedy, please contact:
Eternal Play Office
Website: EternalPlayOffice.com
Email: Contact@EternalPlayOffice.com