Refund policy

Return and Refund Policy

1. Overview

At Shark Cleaner, we are committed to your satisfaction. If you are not entirely happy with your purchase, this Return and Refund Policy outlines the terms under which returns and refunds may be accepted.

This policy applies to purchases made through our website.

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

2. Eligibility for Returns

To be eligible for a return due to change of mind:

  • Your item must be unused and in the same condition that you received it.
  • The product must be in its original packaging.
  • You must request a return within 30 days of delivery.
  • You must provide proof of purchase, such as your order number or confirmation email.

Items that do not meet these criteria may not be eligible for a return or refund, unless required by Australian Consumer Law.

3. Non-Returnable Items

The following items are not eligible for return due to change of mind:

  • Items marked as final sale or non-refundable.
  • Products that have been used, opened, damaged, or tampered with.
  • Gift cards or promotional items.
  • Items returned without approval or outside the return period.

This does not affect your rights if the product is faulty, damaged, incorrectly supplied, or otherwise fails to meet applicable consumer guarantees.

4. Return Process

To initiate a return:

  1. Contact us at support@sharkcleaner.com with your order number and reason for return.
  2. If your return is approved, we will send you return instructions and the return address.
  3. Carefully package the item and ship it back according to the instructions provided.

Note: Returns must be shipped to the address provided in the return instructions. We do not accept unsolicited returns.

5. Return Shipping Costs

  • Customers are responsible for return shipping costs for change-of-mind returns.
  • If the return is due to a damaged, defective, incorrect, or faulty product, we may provide a prepaid return label or reimburse reasonable return shipping costs where applicable.
  • Original shipping fees are non-refundable for change-of-mind returns.

6. Refunds

Once we receive and inspect your return:

  • You will receive an email notification confirming that your return has been received.
  • We will notify you whether your refund has been approved or rejected.
  • If approved, your refund will be processed to your original payment method within 5–10 business days.

Shipping fees are non-refundable, except where the item is damaged, defective, incorrectly supplied, or where required by law.

7. Exchanges

We do not offer exchanges for change-of-mind purchases.

If you need a different product, please return the original item if eligible and place a new order.

If your item is faulty, damaged, or incorrect, please contact us so we can assess the issue and offer an appropriate solution, such as a replacement, repair, or refund where applicable.

8. Damaged, Defective, or Incorrect Products

If your item arrived damaged, defective, or incorrect:

  • Contact us within 7 days of delivery at support@sharkcleaner.com.
  • Include your order number.
  • Include clear photos or videos of the issue.
  • Provide a brief description of the problem.

We will assess the case and, where applicable, offer a replacement, repair, or refund.

9. Late or Missing Refunds

If you have not received your refund after 10 business days:

  • Check with your bank or credit card provider.
  • Processing times may vary depending on your payment provider.
  • If the issue persists, contact us at support@sharkcleaner.com for assistance.

10. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@sharkcleaner.com.

We can only cancel orders before they have been processed or shipped. Once an order has been shipped, you may need to follow the return process after delivery.

11. Contact

If you have questions about this policy or need help with a return, you can contact us at: