Shipping & returns
The terms “we” and “us” refer to the operators of rawlight.com.au, rawlight.com, and rawlight.au (“Websites”). By placing an order through any of these Websites, you agree to the shipping terms below. These terms are provided to ensure both parties understand and accept the arrangement, protecting everyone’s expectations of our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website, but from time to time there may be a stock discrepancy, and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products and contact you to ask whether you would prefer to await restocking of the back-ordered item or receive a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping is collected with the purchase. This price is the total shipping cost charged to the customer.
3. Shipping and Returns
Our products are covered by the Australian Consumer Guarantee. No refunds are available for change of mind, finding a cheaper price elsewhere, or deciding you do not like the purchase. Under Australian Consumer Law, you are entitled to a replacement or refund if the product has a major problem as defined by law.
If an agreement is reached to return goods, return shipping is paid by the customer, who must arrange their own shipping and insurance. Once returns are received and accepted, refunds are issued as store credit for a future purchase. We will notify you by email once this is completed. The refund covers the value of the goods returned but not any shipping paid.
3.2 Warranty Returns
We honour valid warranty claims if submitted within 2 days of delivery of the item(s).
Customers must pre-pay the return shipping; we will reimburse you upon a successful warranty claim. After we receive the items, you can expect your claim to be processed within 4 days. Once approved by the carrier insurer, you may choose:
- a refund in store credit, or
- a replacement item sent to you (if stock is available).
4. Delivery Terms
4.1 Transit Time — Domestically
In general, domestic shipments within Australia are in transit for 2 – 7 days.
4.2 Transit Time — Internationally
International orders are in transit for 4 – 22 days, depending on the courier selected. A more specific estimate is provided at checkout when you choose your courier.
4.3 Dispatch Time
Orders are usually dispatched within 2 – 7 business days of payment. If your order requires longer preparation, a rawLight team member will contact you to discuss options.
Our warehouse operates Monday – Friday during standard business hours, excluding national holidays. We take steps to minimise shipment delays during these periods.
4.4 Change of Delivery Address
You may request a change of delivery address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
We ship to P.O. box addresses for small orders (satchels or one box) using Australia Post services. For all other shipments we use couriers such as FedEx (formerly TNT Express), Team Global Express, and other freight companies for bulk orders.
4.6 Military Address Shipping
We can ship to military addresses using Australia Post, Team Global Express, and FedEx. Strict delivery instructions and contact details are required for screening the packages at their destination.