Returns (Change of Mind)
Please email support@dremc.com.au or create a ticket here if you need any assistance with your purchase.
If you ordered the wrong thing we will accept returns of new, un-opened items in their original packaging within 15 days of the order delivery date provided they are in saleable condition. If it has been more than 15 days we may still accept it if in original condition and we still list the product on our site. Please contact our support, as it review on case on case basis.
It does take us a while to process a return order, inspect it and restock it so a up to 20% restocking fee may be applicable and buyer pays the return shipping. Only the price of the goods less the restocking fee is refundable. We can waive the restocking fee if the item is returned in 'as received/new condition' for store credit. The initial shipping charge is not refundable or for free shipping offers the shipping costs originally absorbed by us in order to ship you the product, including any other related fees if any, will be deducted from your total refund or credit amount. Please contact us to obtain a return authorisation code before making a return and change of mind is limited to new product and outline in below exclusion.
Pre-orders or ordered items may be canceled up until the agreed or listed shipment time-frame, or before the order has been packed and a label generated. This policy helps cover the payment gateway processing costs, which vary depending on your payment method (e.g., Afterpay/Zip may incur higher fees due to payment processing, whereas bank deposits incur no fees). If the order is delayed beyond a reasonable time or canceled by us, this processing fee will be waived. Therefore, please ensure you want to proceed with your purchase before placing a pre-order. If you are unsure, please reach out to us to discuss the product or lead time. Delays outside our control, such as those from manufacturers when clearly stated, are not applicable. We will communicate any delay information from our suppliers or couriers within 1-2 business days
support@dremc.com.au or create a ticket here
Exceptions
Unfortunately we cannot offer a change of mind refund or exchange on the following items:
- Custom-made products
- Any product/s specifically cut to size at your request
- Service performed
- Specials Orders
- Open Box / Clearance Items
- Software / Digital Products
- Bulk order item (a bulk order of an item we normally stock)
These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.
Cancellations / order changes / order additional
Please contact us as soon as possible if you would like to cancel or change your order. You can cancel an order if we receive your cancellation request before your order is processed. However, please act quickly, as we strive to dispatch goods as soon as possible. We may not be able to make changes to your order within the same day dispatch cut-off time or once your order has already been packed. Ideally, we need to be notified within 30 minutes of order confirmation or at least 3 hours before the same-day dispatch (1 PM for AusPost). Otherwise, we may not be able to accommodate changes or cancellations if the order has already been packed and the label generated. Please ensure that your order is correct at checkout.
support@dremc.com.au or create a ticket here or reply to your order confirmation
Do note, once item labelled has been generated or shipped and in transit any return is consider a change of mind and restocking will be applicable and initial shipping is not refundable. We cannot redirect parcel, so please confirm delivery address is correct upon checkout. Order will be cancelled and refunded if you require to update shipping address. Please use auto-fill suggestion and double check pre saved address is up to date at checkout. We don't hold any responsibility for incorrect entered address, redirection request or RTS due to invalid address will been seen as change of mind return.
DOA / Missing Item / Incorrect Item / Visually Damaged Items
Defective item on arrival DOA (Dead on arrival) will be replaced with a like item or a replacement or refund depending on case by case basis. If the product is visually damaged, DO NOT use the product and contact support. We will cover the freight back if it DOA if applicable*. If the item is not faulty, or user is at fault we reserve the right to charge a service fee of up to $50 before your goods are returned.
We must be notified within 3 business days from receipt of delivery to be eligible for exchange due incorrect/missing/visually damaged received, otherwise we bear no responsibility for items not reported as missing in the 3 business days following delivery scan or within reasonable time-frame upon receiving your order.
Terms and conditions of manufacturer's warranty(Manufacturer Warranty Policies) apply to defective items after 2 days (48 hours). It may be a requirement to return the defective goods directly to the distributor, manufacturer, or an accredited service agent (DREMC-STORE / Us) or providing photo/video evidence of fault. We pack our goods to arrive safely but on occasional the outer product packaging may small visual damaged during transit, this is cover under DOA unless product is defective/damaged. If the product is a gift and require perfect packaging please contact us beforehand we can arrange additional packaging to ensure any visual packaging will not be damaged during transit.
If an item is missing/incorrect of small value (Under $50) and it was not the only item purchased we reserve the right to refund the item missing instead or the situation right, please contact us. If you need item urgently and we have sent you the wrong item please note that we cannot send another package out in advanced without the other item being returned. Alternatively, you can place a order again and then when the original order (wrong item) is received, we can refund that order and the freight you paid on second order for instance.
*DHL Express orders, replacement if applicable will be shipped comparable service such as AusPost Express.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
General Return Policy
Please do not send DREMC-STORE any items that do not meet the return criteria listed above. They will be freighted back to the customer at their own cost.
Should you return items that were placed using a promotional code, discount or offer, you will not be refunded for the amount of the code, discount or offer, as these discounts were deducted from the original purchase amount.
Please note that once we have agreed to a return, customers are required to ship the product back within 14 business days as instructed. Failure to do so will be deemed as a waiver of right to return.
Return/Refunds process may take 1-5 business days for DREMC-STORE process upon receiving your return. Payment processing across bank or payment method may take another 1-5 business days. If you still has not received the refund in provided time (10 business day), please contact us again.
Store Credit are provided can sometimes be provided as form of refund, please note these will have expiry of 3 years like any store gift card.
Making a return
To return goods, you will need to:
Ensure that your items meet the return requirements of the DREMC-STORE return policy listed above.
Send an email to support@dremc.com.au detailing the reason for your return or create a ticket here. Please include your full contact details purchase information including invoice number, and date purchased.
Wait for a reply email from DREMC giving you approval and a 'Returns Authority' number for your return.
Write down the supplied 'Returns Authority' number on a copy of the invoice/order confirmation of the items and include this with your return.
Send returns to:
DREMC-STORE
PO BOX 5340
ALGESTER QLD 4115
AUSTRALIA
Note: To prevent your return from being lost or damaged in the post. Please ensure you send your items via a protected satchel or box suitable for mail or courier transport that can be tracked and you have adequate insurance cover. DREMC will not be held responsible for any items that are damaged or lost during a return.
Product recall
Find out more about product recalls.
Errors and Omissions Excluded
