SECTION 1 - Returns & Refunds 

All conditions outlined below follow the Australian Consumer Law Consumer Rights & Guarantees.

We will always do our best to accommodate where applicable. Please read all of the information below and the instructions provided on each product page to ensure you are using our products correctly and safely.

Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email tidylaneshop@gmail.com or use our Contact form on the ‘Contact Us’ page.  

Shop With Confidence – 30-Day Returns Policy

We’re so confident in the engineering and durability of our titanium boards that we offer a 30-Day Return. If you experience a genuine issue within 30 days of delivery, simply contact our support team and we’ll resolve it promptly in accordance with our Return Policy.

How does your 30-Day Return work?

If you experience a product fault or genuine issue within 30 days of receiving your order, please contact our support team with your order details and photos. We will review your request in accordance with our Return Policy and provide next steps. Return shipping costs for returns are the responsibility of the customer.

Can I return my board if I change my mind?

We do not offer refunds for change-of-mind purchases. Returns are assessed for product faults or genuine issues in line with our policy.

Note, based on Australian Consumer Law, there is no time limit on refunds if the item has arrived faulty or broken. But we encourage you to be honest and inform us at your earliest convenience.

Faulty or Damaged Items

If you believe your item is faulty or arrived damaged, please contact us within 7 days of delivery so we can assess and resolve the issue promptly.

To help us assist you quickly, we require:

• Clear photos or videos of the item from multiple angles
• Confirmation that any removable protective film has been fully removed (where applicable)
• A brief description of the concern

All TidyLane titanium boards are shipped with a protective film on both sides to protect the surface during transit. Surface markings on the film itself are not considered product defects.

Once we receive the required information, our team will carefully review the matter, and, where a genuine manufacturing fault is confirmed, we will offer a replacement or refund in accordance with Australian Consumer Law.

Refunds are not applicable if 30 days go by and:

• You have received your order and have changed your mind

• The order of specific products were placed by mistake and you let us know after the 30 days. 

• You found the product cheaper elsewhere

• Misused the product in any way that caused the damage or against our advice

• Decided you no longer had use for it

• Knew or were made aware of the faults before purchasing the product

Please use our products with care, as they are delicate. If any products come into contact with any substances or liquids that cause damage to the product, that is no fault of our own, and you will not be eligible for a return if this is over the 30-day period from when you completed the purchase.

For refunds, we can often grant them without the need for a return, meaning we issue a refund and let you keep the product. But we still ask for proof of images if required and that the product remain in good physical condition if we decide to return it. 

If you seek a refund for a change of mind within the first 30 days, we ask that the product remain in good physical condition.

Prior to you returning your item (if we decide on this), we will require you to contact us via the contact page or via our email, tidylaneshop@gmail.com, with your order number to ensure we are speaking to the right person. You can visit this page through our website by clicking on the “Contact” link in the header. Please note that contacting us via social media channels may not be the best place for a quick response and that we prefer being contacted via our website contact form. 

If we request you to return your item. A return address will be provided. 

If your refund request falls within our refund policy, we will pay for the return shipping, but you will need to pay it first. The product must arrive & a valid postal receipt must be shown to us in order for us to pay for that – bank transfer or PayPal will be our preferred form of paying for the extra shipping you have incurred returning your products. 

Once a refund has been processed, then your refund will be processed, and the money returned will automatically be applied to your credit card or original method of payment within 5-10 business days, excluding public holidays and weekends. 

If you have any questions about your refund money arriving (after it’s been processed), please firstly allow for a minimum of 5 business days after the refund has been processed to check up on it, then contact your bank and then contact us. But at a maximum, it shouldn’t take any longer than 10 business days, depending on the banking institution – feel free to reach out to us so we can communicate with you during this time. 

SECTION 2 - Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your bank; it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form. Please keep in mind that it usually takes approximately up to 5 business days for funds to arrive; for some customers it may take longer. Just keep in communication with us so we can all be aligned together. Contacting us via the contact form is the best way to get in touch with us. 

SECTION 3 - Shipping

We will cover your return shipping costs if your product is faulty and you are asked to return it, if you change your mind during the 30 days and you want a refund & we ask you to return it, then we will also cover that cost of shipping. Anything out of the scope of the refund policy, listed above, in accordance with Australian Consumer Law, is at our discretion (anything past 30 days and not due to a faulty product). 

SECTION 4 - How to Contact Support

Our team is here to help, and we are committed to resolving all concerns fairly and efficiently.

For assistance, please contact us at:

📧 tidylaneshop@gmail.com

When contacting us, please include:

• Your full name
• Order number
• Clear photos (if applicable)
• A detailed description of the issue

We aim to respond to all enquiries within 1–3 business days.

We strongly encourage customers to contact us directly before initiating a dispute with their bank, as most matters can be resolved quickly and smoothly through our support team.

 

ENDING NOTES & RECAP

If you have any further questions, please do not hesitate to read this page again for extra clarity and to contact us, you can lodge a contact form via the 'contact page' or directly via email at tidylaneshop@gmail.com

Remember, contacting us via social media may not be the best way to get a prompt response. We do our best to respond to everyone within 24-48 hours (business hours / Mon - Fri) via email at tidylaneshop@gmail.com, and sometimes, messages can get lost in social media. So make sure to contact us on our website, via the contact form. 

Lastly, we seek to resolve all matters civilly and in a good way. If you are genuinely unhappy about something (order, product etc), please contact us at tidylaneshop@gmail.com to resolve things. 

To learn more about our postage times, please visit our "Shipping Information" page, listed in the header & footer of our website. We look forward to doing business with you. Thank you – all of our products are shipped directly to you from local Australian warehouses.