We cannot accept change of mind returns for items that come in sealed packages or boxes where seals are damaged or broken. Any products returned without proper sealed packaging will be rejected under our change of mind policy.

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We're here to help and apologise if you have received an item that is damaged or faulty.

Note: Our freight partners including Australia Post are experiencing delivery delays and service impacts due to Coronavirus.

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This may result in delays in us receiving and processing your return.

We apologise for any inconvenience that this may cause, however be assured that we will complete your return as soon as it reaches us!

If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined time frame.

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However, the Australian Consumer Law does recognise that the relevant time period may vary by product (or service), depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

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Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

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For major failures with the service, you are entitled:

• to cancel your service contract with us; and

• to a refund for the unused portion, or to compensation for its reduced value.

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You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

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Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time.

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Where an item is damaged through misuse or abnormal use, Tactile Collective cannot provide a refund, exchange or repair, whether fault is identified by Vision Australia, the manufacturer or their service agent. Tactile Collective will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.