Under the ACL, our products come with consumer guarantees. If a product fails to meet a consumer guarantee, you are entitled to a remedy. The remedy depends on whether the failure is major or minor.
A major failure occurs where the product is significantly different from what was described, would not have been purchased if you had known about the problem, is substantially unfit for its purpose, is unsafe, or cannot easily be remedied within a reasonable time. Where a product has a major failure, you may choose between:
• A full refund to your original payment method
• A replacement of the same type of product
• Compensation for any other reasonably foreseeable loss
Where a product has a minor failure, we may choose to repair, replace or refund at our discretion. We will action this within a reasonable timeframe.
We may ask for proof of purchase such as an order confirmation or receipt. Under the ACL, we cannot refuse a remedy solely because the product is not in its original packaging. Original packaging is required only for our discretionary change of mind returns, not for ACL-based claims.
Where a product is confirmed faulty, we will cover all reasonable return shipping costs. If you have already paid return shipping costs for a confirmed faulty item, we will reimburse you. Please keep your postage receipt. If the product is found not to have a fault upon inspection, we may charge you for collection and inspection costs.
Please follow these steps for all return types. Do not send items back without prior written confirmation from us as items returned without approval will not be accepted.
1. Contact us at hello@streamshopau.com or via our chat, and let us know the reason for your return
2. Provide your email address used at the time of order and your order number
3. Attach clear photos of the product and packaging showing the issue
4. We will assess your request and confirm eligibility in writing before you send anything back
5. Once confirmed, we will provide the return address and any shipping instructions
6. Once received and inspected (allow up to 2 business days), we will notify you of the outcome and process any approved refund within 10 business days
Please only send items to this address after receiving written confirmation from us. Please note that if you send your package to us and it is lost by the shipping provider, we are unable to process a refund.
Parcel Locker 10315 38654
Southlands Boulevard Shop 57
45 Burrendah Boulevard
WILLETTON WA 6155
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item. In accordance with the ACL:
• Where the failure is major, you may choose a full refund or replacement
• Where the failure is minor, we will offer a repair, replacement or refund at our discretion
• We will cover all return shipping costs for confirmed faulty items
• We do not require the item to be in original packaging for a faulty item claim
• There is no restocking fee for faulty item returns
Please note: Our 2-year warranty covers manufacturing defects and faults that occur under normal use conditions. It does not cover physical damage caused by misuse, unauthorised modifications, or general cosmetic wear.
Under Section 55 of the Australian Consumer Law, the fitness for purpose guarantee applies in very specific circumstances. These are where a consumer has explicitly told us before purchasing that they want to use the product for a particular purpose, where the consumer purchased the product based on specific advice or a recommendation we provided, or where we have specifically advertised that the product is suitable for a particular purpose.
If you purchased independently through our online store without contacting us beforehand to discuss your specific needs, circumstances, or intended use, the fitness for purpose guarantee does not apply to your claim. Purchasing a product online without seeking advice or disclosing a particular purpose prior to sale does not constitute a fitness for purpose claim under the ACL. In these circumstances your return will be assessed under our change of mind policy, which is subject to a 20% restocking fee, customer paid return shipping, and approval at our discretion.
If you did contact us prior to purchase and we provided specific advice or representations about the product's suitability for your particular needs, please contact us at hello@streamshopau.com with details of that interaction and we will assess your claim individually.
We strongly encourage all customers to reach out before purchasing if they have specific requirements, health considerations, mobility circumstances, or intended uses that fall outside of standard use. This allows us to ensure the product is genuinely the right fit for you before any purchase is made.
If a product has arrived in the condition described, functions as intended, and was not purchased based on specific advice or representations made by us, but you feel it has not met your personal expectations, this is considered a change of mind return and will be assessed under our change of mind policy. A 20% restocking fee and customer paid return shipping will apply, and approval is at our discretion.
We encourage all customers to read product descriptions, specifications, and our how to use guidelines carefully before purchasing, and to reach out to us at hello@streamshopau.com with any questions prior to placing an order. This ensures we can help you select the right product for your specific needs and circumstances before a purchase is made.
If you believe a product you have received is materially and demonstrably different from how it was described on our product listing at the time of purchase, including its core specifications, features, or intended use, you may have a remedy under the ACL and we will take that seriously.
However this guarantee has clear boundaries. If the product has arrived as described on our listing, functions as specified, and meets the stated specifications, a claim of not as described will not be accepted. Personal interpretation of a product listing, assumptions made without reading the full product description and how to use guidelines, or disappointment that the product does not suit your individual lifestyle or circumstances does not constitute a not as described claim.
Before raising a not as described claim, we ask that you review the product listing in full, including all specifications, the how to use section, and any warnings or usage requirements outlined on the page. If after reviewing this information you still believe the product is materially different from what was described, please contact us at hello@streamshopau.com with your order details and a clear explanation of how the product differs from its listing. We will review the product page as it appeared at the time of your purchase and respond within 2 business days.
Please note that minor variations such as colour differences due to screen calibration, slight dimensional tolerances within industry standard ranges, or packaging differences do not constitute a product being not as described.
The following conditions apply to all discretionary returns, including change of mind and results-based trial returns. These conditions do not apply to faulty or ACL-based claims.
All items must be returned in a fully resellable condition. To ensure your return is accepted, please read the following carefully before sending anything back:
Returns that do not meet these conditions upon inspection will not be accepted and we reserve the right to decline your refund. We will notify you of the outcome within 2 business days of receiving your item.
We are not required under the ACL to accept returns for change of mind. However, at our discretion we may accept a change of mind return within 60 days of delivery, and each request will be assessed on a case by case basis. We reserve the right to accept or decline any change of mind return request. If approved, the following conditions apply:
Change of mind includes situations where you no longer require the product, believe it does not meet your personal expectations, or simply choose not to use it. We encourage you to review product details carefully and reach out with any questions before purchasing.
As a goodwill gesture that sits above and beyond our ACL obligations, we offer a 60-day trial on all StreamShop devices. If you have used the product consistently over 60 days and have not experienced noticeable results, you may be eligible for a full refund. This is a discretionary policy and does not replace, limit or affect your separate rights under the ACL.
To be eligible for a results-based return under the 60-day trial, the following conditions apply:
If we assess the documentation provided and determine that the product was not given a fair and consistent trial, we reserve the right to decline the return at our discretion. Returns that do not meet the documentation requirements above will be assessed under our change of mind policy, which incurs a 20% restocking fee and return shipping at your cost. If your return is approved under the 60-day trial, we will provide a prepaid return shipping label and issue a full refund of the price paid. No restocking fee applies to approved results-based returns.
Why we ask for documentation: Light therapy and wellness device outcomes vary between individuals based on physiology, consistency of use, the condition being treated, and individual response. The documentation requirements exist solely to allow us to fairly assess whether the device was given a genuine and consistent opportunity to perform before a discretionary refund is considered. These requirements apply only to this goodwill policy and do not affect your rights under the ACL, which apply independently.
If you have placed an order accidentally, please contact us as soon as possible at hello@streamshopau.com. Orders are processed quickly and we cannot guarantee cancellation before dispatch. If the order has already been shipped or a shipping number has been assigned to it, it cannot be cancelled and will need to be returned under our change of mind policy, including the 20% restocking fee and return shipping at your cost.
Where a cancellation is processed before dispatch and a refund is issued, the refund will be for the total order amount minus any transaction fees incurred by us. For example, on a $200 order with a 2% transaction fee, you would receive a refund of $196.
Important: The following exclusions apply only to our discretionary change of mind and results-based return policies. They do not apply where a product is faulty, unsafe, or not as described, in which case your full ACL rights apply regardless of product category.
Under our discretionary policy, the following items cannot be returned:
• Perishable goods such as food, flowers or plants
• Custom or personalised products
• Hazardous materials, flammable liquids or gases
The fastest way to exchange a product is to return the original item under the relevant return pathway and place a new, separate order for the replacement product once the return has been accepted.
• No restocking fee applies to faulty or damaged item returns
• No restocking fee applies to approved results-based returns
• A 20% restocking fee applies to change of mind returns
If you are located in the European Economic Area (EEA), you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason (the "cooling-off period").
To exercise your right of withdrawal, you must notify us within 14 days of delivery using the withdrawal function on our store, or by contacting us at [your email].
Once you have notified us, you have a further 14 days to return the goods. We will issue a full refund within 14 days of receiving the returned items or proof of return, whichever is earlier.
Return shipping costs are covered by us.
Exceptions -- the right of withdrawal does not apply to:
Conformity of goods: EU customers also have statutory rights regarding product conformity under Directive 2019/771/EU.
Once your return has been received and inspected, we will notify you of the outcome within 2 business days. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@streamshopau.com.
Our devices are personal wellness products and individual responses can vary. While the vast majority of customers experience no issues, some users may experience temporary effects such as mild redness, skin sensitivity, or headaches following use. These effects are typically short lived and resolve on their own.
If you experience any unexpected reaction during or after use of a StreamShop device, please cease use immediately and contact us at hello@streamshopau.com with the following:
We will assess each claim individually and respond within 2 business days. The following conditions apply:
Business Name: StreamShop Australia
Email: hello@streamshopau.com
Phone: +61 467 816 375
Office Address: 102 Railway Road, Daglish, 6008, WA, Australia
Return Address: Parcel Locker 10315 38654, Southlands Boulevard Shop 57, 45 Burrendah Boulevard, WILLETTON WA 6155