We’re confident nothing will go wrong, but if it does, we’ll make it right.
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At CNP Brands, we pride ourselves on providing a superior product and level of service.
If you have made your purchase online, CNP Brands will happily provide you with an exchange or refund as follows:
Faulty or Damaged Goods
In the event that you receive faulty or damaged goods, please contact Customer Service by email: firstname.lastname@example.org for your return instructions. Returns for refund or exchange are subject to approval by CNP Brands.
Product return costs will be paid by CNP Brands
Changed Your Mind
If you simply ordered the wrong item online, then CNP Brands will be pleased to offer you a refund or replacement product provided:
- The item is in its original packaging
- The item is unused and as sold
Return postage is at the customer’s expense.
Returns for refund or exchange will only be accepted within ten (10) days after the customer has received the good and are subject to approval by CNP Brands.
Please note that delivery fees and handling fees are non-refundable unless required by law.
Not Received Your Order
I have received a dispatch email for my order but it is now over 7 days since it was sent and I have still not received my order, what can I do?
Please check your tracking number online and this will give you the status of your parcel.
The Star Track customer service number for delivery queries is 13 23 45 or Australia Post customer service on (03) 8847 9045
It may be that Star Track or Australia Post has tried to deliver and have been unable to do so, possibly as they were unable to locate your address. If you find that your tracking number shows no attempt has been made to deliver your goods or that they have been delivered but you have not received them then please email us immediately at email@example.com and we will investigate the matter with the courier and attempt to offer a solution as soon as possible, (Mon-Fri).
Will my item come in a certain type of packaging?
This will depend on the order; large items will nearly always be shipped in the branded original box but smaller items or multiple items may be shipped in a box that has been recycled in our warehouse and may not contain the item that appears on the branded packaging.
I am buying more than one item; will they all be delivered together?
Where possible we always try and ensure that all items purchased from us are dispatched at the same time.
If for some reason this is not possible you will be advised by email. The number and size of the items ordered will depend on how they are packed and how many parcels you will receive.
Refund Payment Credits
Please note, all refunds will be made to the original credit card used to purchase the goods. We will process payments as soon as possible, usually within seven (7) working days.
This policy operates in addition to your statutory rights for returns of faulty goods.
*** Please note email communication is our preferred method of communication***
Phone: 1300 667 137