Refund policy

RETURNS, REFUNDS AND ORDER CANCELLATION POLICY

This Returns, Refunds and Order Cancellation Policy ("Policy") applies to purchases made directly through dayroll.co ("Store").

DayRoll ("we", "us", "our") is operated by:

STELLANDIA PTY LTD ABN 30 700 322 649 ACN 700 322 649 Email: support@dayroll.co

Please read this Policy together with our Terms of Service. By placing an order you acknowledge that you have read and understood this Policy. Nothing in this Policy is intended to exclude, restrict or modify any consumer right that cannot lawfully be excluded, restricted or modified.

1. YOUR STATUTORY CONSUMER RIGHTS COME FIRST

Our goods come with guarantees that cannot be excluded under applicable consumer law.

For customers in Australia, these include the consumer guarantees under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)). For customers in New Zealand, these include the guarantees and remedies under the Consumer Guarantees Act 1993 and other applicable consumer legislation.

If a product is faulty, unsafe, materially different from what was described, or otherwise fails to meet a statutory consumer guarantee, you are entitled to a remedy under the applicable law. Depending on whether the failure is major or minor, that remedy may be a repair, a replacement, or a refund, as set out in section 11 and following.

Nothing in this Policy — including the voluntary guarantee, the eligibility conditions, the evidence requirements, the response deadlines, the restocking deduction, or any other term — excludes, restricts or modifies those statutory rights, or limits any time period that applies to them. Where any term of this Policy would otherwise have that effect, it does not apply to the extent of the inconsistency.

Our voluntary 30-Day Money-Back Guarantee (sections 3 to 10) is offered in addition to, and does not replace or limit, your statutory rights.

2. TWO SEPARATE PATHS: PLEASE READ THIS FIRST

This Policy covers two different situations, and they follow different rules:

Path A — Change of mind (voluntary). You have changed your mind, or the product is not what you personally hoped for, but there is nothing actually wrong with it. This is covered by our voluntary 30-Day Money-Back Guarantee in sections 3 to 10. A change-of-mind return is a goodwill offer, not a legal right, and it is subject to the conditions in those sections.

Path B — Something is wrong with the product (statutory). The product arrived damaged, is faulty, is unsafe, is not what you ordered, or does not match its description. This is covered by your statutory consumer rights and is dealt with in sections 11 to 17. The change-of-mind conditions in sections 3 to 10 do not apply to a genuine Path B claim.

If you are unsure which path applies, contact support@dayroll.co and we will help you.

3. THE 30-DAY VOLUNTARY MONEY-BACK GUARANTEE (CHANGE OF MIND)

DayRoll offers a voluntary 30-Day Money-Back Guarantee for eligible change-of-mind returns, subject to the conditions in sections 3 to 10.

The purpose of this guarantee is to let you inspect the product and confirm that you have received the correct item in the correct condition. It is not intended to provide free temporary use of a camera for a holiday, trip, festival, event, commercial shoot or other temporary purpose, after which the product is returned.

Deadline. A change-of-mind return request must be submitted to support@dayroll.co within 30 calendar days from the date the delivery carrier records the order as delivered. The carrier's delivery scan is treated as the delivery date unless you provide reasonable evidence of a different date.

Authorisation required. You must contact us before returning anything. Submitting a request does not by itself approve a return. A change-of-mind return is approved only once we issue written return authorisation and return instructions (section 6).

4. ELIGIBILITY FOR A CHANGE-OF-MIND RETURN

To qualify under the voluntary 30-Day Money-Back Guarantee, the product must:

  • have been opened only to the extent reasonably necessary to inspect it;
  • not have been used to take photographs or record videos;
  • not have been used outdoors, or on a holiday, trip, festival, event, commercial shoot or other occasion;
  • be clean, undamaged and free from scratches, marks, dents, moisture, sand, dirt, fingerprints or other signs of use beyond reasonable inspection;
  • be returned in its original packaging, with all inserts, manuals and protective materials;
  • include all batteries, cables, memory cards, card readers, pouches, adapters, accessories, and all complimentary, promotional or bundled items supplied with the order;
  • have all protective films, labels and seals intact where applicable;
  • bear an identifying marking (serial number or batch code), where present, matching the item originally supplied;
  • not have been dismantled, modified, repaired or tampered with; and
  • remain in a condition reasonably suitable for resale as new.

Briefly powering the camera on to inspect it will not by itself make it ineligible. However, inserting or formatting a memory card, taking photographs, recording videos, removing protective materials, or carrying the camera outside the home may make it ineligible for a change-of-mind return.

Subjective dissatisfaction is not a change-of-mind fault. Personal dissatisfaction with the photographic look, colour rendering, warmth, grain, contrast, sharpness, exposure or flash of a working camera does not, on its own, make a used camera eligible for a change-of-mind return. (If you believe the product does not match how it was described or advertised, that is a Path B matter — see section 11 — and different rules apply.)

5. VERIFICATION FOR A CHANGE-OF-MIND RETURN

Before we authorise a change-of-mind return, please provide:

  • your full name, order number, and the email address used to place the order;
  • the reason for the return;
  • clear photographs of the front, back, sides, lens and screen of the camera;
  • a clear photograph of the identifying marking, where present;
  • photographs of the original packaging and of all accessories, complimentary and bundled items; and
  • one clear, continuous, unedited video showing the camera and its condition, the identifying marking, the packaging and all included items, together with your order number and the current date written on a piece of paper beside the product.

These verification requirements exist so we can confirm the identity, completeness and condition of a product being returned under a voluntary goodwill guarantee. Providing them does not by itself approve a return; we may reasonably request additional evidence where genuinely necessary.

Response window. If we request information, photos or video for a change-of-mind return, please respond within 7 calendar days. If we do not hear back within that time, we will treat the voluntary request as withdrawn and close it. You may reopen it if the 30-day period has not expired.

These verification requirements and this response window apply to voluntary change-of-mind returns only. They do not apply to, and do not limit, a Path B statutory claim (sections 11 to 17).

6. RETURN AUTHORISATION AND SHIPPING (CHANGE OF MIND)

Do not send anything back until we have provided, in writing: return authorisation, the authorised return address, any return reference number, and packaging/shipping instructions. The authorised return address may differ from the sender address on your original parcel.

Products sent without authorisation, to the wrong address, without sufficient identifying information, or outside the authorised period may be refused, delayed or returned to sender, and do not automatically qualify for a refund.

Once authorised, please lodge the return with a tracked carrier within 7 calendar days, and keep your postage receipt and tracking number.

For change-of-mind returns:

  • you arrange and pay for return shipping;
  • you remain responsible for the product until it reaches the authorised return address, and we are not responsible for change-of-mind returns lost, damaged or misdirected in transit; and
  • Priority, Express and other paid shipping upgrades are not refundable.

7. INSPECTION AND RESTOCKING (CHANGE OF MIND)

All change-of-mind returns are inspected before a voluntary refund is approved. We may decline the voluntary return where inspection reasonably shows the product has been used beyond inspection, is damaged, dirty, scratched or incomplete, is missing packaging, accessories or bundled items, has a mismatched or obscured identifying marking, has been dismantled, modified, repaired or tampered with, or is no longer reasonably resaleable as new.

Restocking and handling deduction. Where a change-of-mind return is approved, we may apply a restocking and handling deduction of up to 20% of the product price, reflecting inspection, repackaging, administration and reduction in resale value. The exact deduction will be advised to you in writing before the return is authorised, so you can decide whether to proceed. Where an item is returned incomplete, we may instead (or additionally) deduct the reasonable replacement cost of any missing item, to the extent permitted by law.

The restocking deduction and these inspection conditions apply to the voluntary change-of-mind guarantee only. They are never applied to a Path B statutory claim.

8. REFUNDS UNDER THE VOLUNTARY GUARANTEE

Once an eligible change-of-mind return is received, inspected and approved, we refund the amount paid for the eligible returned product to the original payment method.

For a voluntary change-of-mind return, the following are not refundable:

  • Priority or Express shipping charges;
  • the actual outbound delivery cost we incurred on the original order, including where delivery was provided free as part of a promotion (in which case that actual cost may be deducted from the refund);
  • return shipping costs;
  • return-to-sender or redelivery charges caused by the customer;
  • the replacement cost of missing accessories or bundled items; and
  • any restocking, handling or reduction-in-value deduction permitted under this Policy and applicable law.

Approved change-of-mind refunds are normally initiated within 5 to 10 business days after final approval. Your bank, card issuer, PayPal, Afterpay or other provider may need additional time to display the refund; those external times are outside our control.

This section governs voluntary refunds. Refunds for faulty, damaged, incorrect or misdescribed products are governed by your statutory rights and by sections 11 to 17, and are not subject to these deductions.

9. BUNDLES, DISCOUNTS AND PROMOTIONAL ORDERS (CHANGE OF MIND)

Where a product was bought as part of a bundle, multi-item offer, promotional set or discounted combination, the following apply to a voluntary change-of-mind return (they do not affect statutory rights):

  • to receive a change-of-mind refund of the bundle price, the whole bundle must be returned;
  • if only part of a bundle is returned, the bundle pricing no longer applies, and any refund is recalculated by charging the retained items at their individual list price at the time of purchase;
  • complimentary, bonus and gift-with-purchase items form part of the bundle and must be returned with it, or their individual list price may be deducted from the refund; and
  • where a discount code was applied, any change-of-mind refund is calculated on the amount actually paid, not the list price.

If a single faulty item within a bundle triggers a statutory remedy, that is dealt with under sections 11 to 17 on its own merits, regardless of this section.

10. VOLUNTARY GUARANTEE IS FOR GENUINE CHANGE OF MIND

The 30-Day Money-Back Guarantee is a goodwill offer for genuine change-of-mind situations. We may decline to extend the voluntary guarantee to a customer, address or account where there is reasonable evidence of a pattern of repeated returns or of use inconsistent with the guarantee's stated purpose. We will explain our reasons in writing.

This applies to the voluntary guarantee only. It does not affect statutory rights, which are always assessed on the individual merits of each claim.

11. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED PRODUCTS (STATUTORY)

Contact us if you reasonably believe your product: arrived damaged; is faulty or does not operate correctly; is unsafe; is materially different from its description, sample or demonstration; is not the product, model or colour ordered; is missing an essential component; is not of acceptable quality; is not reasonably fit for its ordinary purpose; or otherwise fails to comply with an applicable statutory consumer guarantee.

Please contact us as soon as reasonably possible after identifying the issue. Your statutory rights are not limited to the 30-day voluntary period and may continue for a reasonable period depending on the product and the circumstances.

Email: support@dayroll.co Subject line: PRODUCT ISSUE, ORDER #[ORDER NUMBER]

If your claim is that the product did not match how it was described or advertised, please tell us specifically what representation you are relying on (for example a particular statement, image or specification), and we will assess it on its merits. Assessing this fairly protects both you and us.

12. INFORMATION AND EVIDENCE FOR A STATUTORY CLAIM

To let us investigate, please provide reasonable information relevant to the issue, which may include: your full name, order number and order email; the product and model; when the issue was first noticed; a description of the issue and the circumstances; any troubleshooting already tried; clear photographs of the product and of any visible damage; a photograph of the identifying marking where present; and, where the issue can reasonably be shown, a clear video demonstrating it.

We may reasonably request further information where genuinely needed to understand or reproduce the issue. We ask for this to assess the claim, not as a barrier to it: where a genuine issue cannot reasonably be captured in a photo or video, tell us the circumstances and we will find another reasonable way to assess it, including physical inspection. Failure to provide reasonable, available evidence may delay assessment, but does not remove any statutory right.

13. TROUBLESHOOTING AND ASSESSMENT (STATUTORY)

Before authorising a return for inspection, we may ask you to try reasonable, safe troubleshooting (for example: fully charging the battery; trying another compatible cable or power source; reseating the battery; correctly inserting or formatting the memory card; trying another compatible card; resetting settings; testing in suitable lighting; or transferring files to another device). We will not ask for anything unsafe or likely to cause further damage.

We are entitled to reasonably assess the product to determine whether a fault exists, its cause (manufacturing, customer use, or external damage), whether the failure is minor or major, and which remedy applies under the applicable law. Submitting a claim does not entitle you to an immediate refund before the product has been reasonably assessed, but a fair assessment will be carried out without undue delay.

14. AVAILABLE REMEDIES FOR A STATUTORY CLAIM

The available remedy depends on the nature and seriousness of the failure, whether it can be remedied in a reasonable time, and the applicable consumer law.

  • Where a failure is minor and can be remedied within a reasonable time, we may choose to provide an appropriate remedy permitted by law, such as repair, replacement of a component, replacement of the product, or a refund where appropriate. We are not required to give an immediate refund for a minor, repairable problem where the law allows us to remedy it first.
  • Where a failure is major (as defined by the applicable law), you may choose between a refund and a replacement, and you may also be entitled to compensation for reasonably foreseeable loss.
  • Where we cannot remedy a minor problem within a reasonable time, you may have additional rights under the applicable law.

We will not treat customer-caused damage or misuse (for example drops, liquid, sand, heat, incorrect charging, incompatible accessories, unauthorised repair or tampering) as a manufacturing fault — but this does not apply where your conduct did not cause the problem, or where the law provides otherwise. We will not substitute store credit for a monetary refund where you are legally entitled to a monetary refund and have not agreed to accept credit.

15. RETURN SHIPPING FOR STATUTORY CLAIMS

Where a product needs to be returned for inspection, we may ask you to use a tracked service; please keep your postage receipt, tracking number and proof of the amount paid. If we confirm a fault or another issue covered by the applicable consumer law, we will reimburse your reasonable return shipping costs as required by law. Please do not choose an unnecessarily expensive or express return service without our prior written approval where a reasonably priced tracked service is available. If inspection reasonably determines there is no fault and no breach of a consumer guarantee, you may be responsible for reasonable return-delivery costs where the law permits; any such cost will be communicated to you before it is incurred.

16. IDENTIFYING MARKINGS, SUBSTITUTION AND TAMPERING

Returned products may be checked against our order, serial-number, batch, fulfilment and warehouse records and product photographs. We may reject a voluntary return, or dispute a claim, where there is reasonable evidence that the returned product is not the item supplied, that an identifying marking has been removed, altered or obscured without a legitimate reason, that components have been substituted, that the product has been deliberately modified or tampered with, that an empty or materially incomplete parcel was returned, or that knowingly false or misleading information was provided. Nothing in this section allows us to reject a legitimate statutory claim without reasonable grounds.

17. INCORRECT ADDRESSES, REFUSED AND UNCLAIMED DELIVERIES

You are responsible for providing complete and accurate delivery details. Where a parcel is delayed, redirected, returned or needs redelivery because of incorrect or incomplete details you provided, you may be responsible for the actual and reasonable address-correction, redirection, return-to-sender, redelivery and additional shipping costs.

Refusing delivery, failing to collect a parcel, or allowing it to be returned to sender does not by itself cancel the order, constitute an authorised return, or create an entitlement to a refund. Where a parcel is returned refused or unclaimed, we may require payment of the actual and reasonable return and redelivery costs before sending it again. This section does not apply where the delivery problem was caused by us or by someone we are legally responsible for.

18. ORDER CANCELLATIONS

Orders are transmitted to our fulfilment partner shortly after payment and then enter an automated picking and packing process that we cannot reverse. For this reason, cancellation requests must be submitted within 30 minutes of placing the order, by emailing support@dayroll.co with the subject line CANCEL ORDER #[ORDER NUMBER], and including your full name, order number, order email, and a clear request to cancel the entire order.

Where a request arrives after 30 minutes, we will check whether the order has already been transmitted and cancel it if still technically possible, but we are not obliged to cancel outside the 30-minute window. Submitting a request does not guarantee cancellation; an order is cancelled only once we confirm it in writing. Cancellation may no longer be possible once the order has entered automated processing, been transmitted, allocated, picked, packed, fulfilled, assigned a shipping label or tracking number, or handed to a carrier. Where cancellation is not possible, the order continues to delivery; once delivered, it may be returned only under the voluntary guarantee (if eligible) or under your statutory rights. Where we successfully cancel, we refund to the original payment method.

19. ORDER CHANGES

Requests to change an order (product, model, colour, quantity, name, delivery address, email or shipping method) must also be submitted within 30 minutes of purchase. Changes cannot be guaranteed once processing has begun; where a change cannot be made, the original order stands. Please review all order and delivery details before completing checkout.

20. BEFORE RAISING A PAYMENT DISPUTE

If something has gone wrong, please contact support@dayroll.co first — almost every issue can be resolved directly, and usually faster than a payment dispute. Where a dispute is raised, we will provide the relevant order, delivery and correspondence records to the payment provider. This section does not limit any right you have to contact your bank or payment provider.

21. POLICY UPDATES

We may update this Policy from time to time. The version displayed when you placed your order will ordinarily apply to that order; the version number and effective date appear at the top. No update will retrospectively remove or reduce a statutory consumer right.

22. GOVERNING LAW

This Policy is governed by the laws of Victoria, Australia. Customers in New Zealand retain their non-excludable rights under New Zealand consumer law, and customers elsewhere retain any non-excludable rights available under the consumer law of their place of residence.

23. CONTACT US

DayRoll Customer Support — Email: support@dayroll.co

DayRoll is operated by STELLANDIA PTY LTD · ABN 30 700 322 649 · ACN 700 322 649