Help Centre
Returns & Refunds
Clear, fair help when something isn't right.
This page explains how to get help with returns and refunds at 10KSTORE. It works alongside your rights under Australian Consumer Law.
Last updated: 25 September 2026
Return request timeframe
Please contact our customer support team within 30 calendar days of delivery if you experience an issue with your order, so we can assess your request promptly.
The 30-day period starts on the date the relevant item is delivered to your shipping address (as shown on your order or tracking). If your order arrives in more than one package, use the delivery date for the item affected by your issue — not necessarily the date of the last package.
This 30-day timeframe is a standard notification window so we can help you efficiently. It is not a general satisfaction guarantee and does not replace your rights under Australian Consumer Law.
We do not generally accept returns for change of mind.
If an item is faulty, damaged, incorrectly supplied, or does not meet applicable consumer guarantees, you may be entitled to a repair, replacement or refund under Australian Consumer Law. Your statutory rights are not limited to the notification window above — you may have remedies after that period where the law applies.
Start a request through our Contact page (Returns & refunds topic) or by email. Include your order number, the item(s) concerned, and a clear description. Do not send items back until we confirm next steps. There is no automated return portal on this website.
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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing on this page limits those rights. If you are unsure what applies to your situation, contact us with your order details.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged, defective, not as described, incorrect, or missing, contact us as soon as you reasonably can. Include your order number and, where helpful, photos of the product and packaging.
We will review your order and explain the options available under Australian Consumer Law and our store processes. You do not need original packaging or an unopened item for us to consider a legitimate consumer guarantee issue — but keeping items in reasonable condition can help with assessment.
Change of mind
We do not generally accept returns for change of mind. This is separate from your rights under Australian Consumer Law for faulty, damaged, incorrect or not-as-described goods — see the sections above.
How to request help
Start here if you need support with a return or refund.
- 01
Contact us
Use our Contact page and choose the “Returns & refunds” topic so your message reaches the right team.
- 02
Provide order details
Include your order number and a clear description of the issue. Photos can help us review faulty or damaged items.
- 03
We review and follow up
Our support team reviews your request and replies with next steps for your order.
Return shipping
If a return is approved, we will tell you where to send the item and who is responsible for return postage. That depends on the reason for the return — for example, consumer guarantee issues are treated differently from change-of-mind requests. Do not send items back until we have confirmed the next steps with you.
Refund processing
When a refund is approved, our team initiates it through our payment operations process. Instant automated refunds are not completed inside the 10kstore checkout — processing is handled after review.
Where supported, refunds are applied to the original payment method. Your bank, card issuer, or payment provider may need additional time to show the credit on your statement; that timing is outside our control.
We will keep you updated by email when we have confirmed an outcome for your request.
Contact
Email support@10kstore.com or use our Contact page and select Returns & refunds. See also our Terms & Conditions and Privacy Policy.
Still have questions?
Contact our support team with your order number — we're here to help.