Refund policy
RETURNS, REFUNDS & ORDER ISSUES POLICY
Last updated: 27 July 2026
This Policy should be read together with our Terms of Service, Shipping Policy and Privacy Policy.
This Policy applies to orders placed through April for delivery to Australia. April is operated by APRIL GLOBAL TRADING LTD (“April”, “we”, “us” or “our”), a company registered in England and Wales.
Company number: 17162821
Registered office:
2nd Floor, College House
17 King Edwards Road
Ruislip
London
United Kingdom
HA4 7AE
Customer support:
april.official.support@gmail.com
Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.
Quick Summary
No change-of-mind returns.
Faulty, damaged, incorrect or materially misdescribed products remain protected under Australian Consumer Law.
Contact us before returning anything.
Where, following a reasonable assessment, a product is found not to comply with an applicable consumer guarantee, we will provide the legally appropriate repair, replacement, refund or other remedy.
1. AUSTRALIAN CONSUMER LAW NOTICE
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
CONTACT US BEFORE RETURNING ANYTHING
Please contact us before returning a product so that we can assess the issue and provide the correct instructions and authorised return address.
Email april.official.support@gmail.com and include your order number and a clear explanation of the issue.
Do not return a product to our registered office, a fulfilment warehouse or any overseas address unless we have provided that exact address and the applicable return instructions in writing for your claim.
Returning a product without contacting us first may delay the assessment or cause the parcel to be sent to an address that cannot process it. This does not remove any rights you have under the Australian Consumer Law.
2. ORDER CANCELLATION OR CHANGE REQUESTS
Please request any cancellation, address correction, colour or variant change, or quantity change as soon as possible after placing the order.
If warehouse processing has not started, we will make reasonable efforts to cancel or amend the order. If we successfully cancel the complete order before processing, we will refund the amount paid using the original payment method.
Once warehouse processing, packing or dispatch has started, we may be unable to cancel, amend, redirect or recall the order.
There is no automatic cooling-off period for an ordinary purchase made through our website. An order is not automatically eligible for cancellation merely because it has not yet been delivered.
This section does not limit any right or remedy that applies if we cannot supply the order within the promised time or a reasonable time, or if the goods do not comply with the Australian Consumer Law.
3. CHANGE-OF-MIND RETURNS
We do not accept returns, exchanges or refunds merely because you:
changed your mind;
no longer want or need the product;
found the product cheaper elsewhere;
ordered the wrong product, colour, variant or quantity; or
received the product ordered but decided that you do not like it.
We may, at our discretion, offer an exchange, discount code or store credit as a goodwill gesture. A goodwill remedy is voluntary, is not guaranteed and may be subject to reasonable conditions stated when it is offered.
This section does not apply where the product is faulty, damaged, unsafe, incorrect, incomplete, not fit for purpose or materially different from its description.
4. CONSUMER GUARANTEES
Our products come with consumer guarantees under the Australian Consumer Law.
Where applicable, goods must:
be of acceptable quality;
be safe, durable and free from defects to the standard a reasonable consumer would expect;
be fit for their normal purpose;
be fit for a particular purpose you made known to us before purchase where you relied on our skill or judgement;
match their description;
match any sample or demonstration model; and
come with the title, undisturbed possession and freedom from undisclosed securities required by law.
Products sold at a discount or during a promotion receive the same consumer-guarantee protections as full-price products.
Your rights continue for a period that is reasonable having regard to factors such as the product’s nature, price, expected life and normal use. They are not automatically limited to 30 days or to a supplier, carrier or manufacturer dispute period.
5. REPORTING A PRODUCT OR DELIVERY ISSUE
Please contact us as soon as reasonably possible if your order is:
materially damaged;
faulty;
unsafe;
incorrect;
incomplete;
missing a product, part or accessory;
materially different from its description; or
affected by a delivery or non-delivery problem.
To help us preserve claims against fulfilment providers and carriers, please report visible transit damage, an incorrect product or missing items promptly and, where reasonably possible, within 25 days after delivery.
The 25-day request is an operational reporting request only. It does not remove, restrict or shorten any rights that continue under the Australian Consumer Law.
Please keep the product, all supplied components and accessories, the shipping packaging and the shipping label until we have completed the initial assessment or provided further instructions.
Do not discard, destroy, repair, alter or return the product unless retaining it would be unsafe or we have instructed you to do so.
6. PROOF OF PURCHASE, EVIDENCE AND ASSESSMENT
We are entitled to assess the product and the circumstances before providing a remedy.
We may ask for reasonable proof of purchase, such as your order number, order confirmation, payment record or another record linking the product to your purchase.
Depending on the issue, we may also reasonably ask for:
a description of the problem and when it was discovered;
clear photographs of the complete product;
close-up photographs of the affected area;
a short video where photographs do not adequately show the issue;
photographs of the shipping packaging and shipping label;
photographs showing all products, components and accessories received;
a photograph showing the product being measured where dimensions are disputed;
relevant tracking information or carrier correspondence;
a carrier case reference or non-delivery confirmation where reasonably available; and
confirmation that the product shown is the product supplied under the relevant order.
Evidence requests will be reasonable and proportionate to the issue. They are intended to verify the claim, help us resolve it efficiently and allow us to seek recovery from fulfilment or delivery providers.
The original product packaging is not required to exercise a consumer-guarantee right. However, keeping available shipping packaging and labels may help us investigate transit damage, an incorrect order or a missing item.
If particular evidence is not reasonably available, please explain why and provide any alternative evidence you have. We will not reject a genuine claim merely because one particular photograph, video or document is unavailable.
Failure to provide reasonably available information may delay an assessment where the issue cannot otherwise be verified. We will not delay a valid remedy unreasonably.
7. MAJOR PROBLEMS
A problem may be major under the Australian Consumer Law if, for example, the product:
is unsafe;
is very different from its description, product imagery, sample or demonstration model;
has one serious problem, or several smaller problems considered together, that would have stopped a reasonable consumer from buying it if they had known about them;
cannot be used for its normal purpose and cannot easily be fixed within a reasonable time; or
cannot be used for a particular purpose you made known to us before purchase and cannot easily be fixed within a reasonable time.
If a product has a major problem, you may choose:
a full refund for the affected product; or
a replacement of the same type of product, subject to reasonable availability.
You may instead choose to keep the product and seek compensation for the reduction in value where the Australian Consumer Law provides that remedy.
A refund for a major problem will be for the amount paid for the affected product. We will not deduct an amount to account for the use you have had of the product.
We will not require you to accept a repair, partial refund, discount code or store credit instead of a refund or replacement where the Australian Consumer Law gives you that choice.
8. MINOR PROBLEMS
If a product has a minor problem, we are entitled to provide a free remedy within a reasonable time.
Depending on the circumstances, we may choose to:
repair the product;
send a replacement component or accessory;
replace the affected product; or
provide another effective remedy that fixes the problem at no cost to you.
For example, a missing or defective removable lid, straw, seal, charm or other accessory may be resolved by sending the correct replacement component where this fully fixes the problem within a reasonable time and without significant inconvenience.
We may offer a proportionate partial refund or store credit if you agree to keep the product. You are not required to accept store credit where the Australian Consumer Law entitles you to another remedy.
If we cannot or do not fix a minor problem within a reasonable time, you may be entitled to:
have the problem fixed elsewhere and recover the reasonable cost;
a refund or replacement; or
keep the product and receive compensation for the reduction in value,
depending on the circumstances and applicable law.
9. DAMAGED, INCORRECT, INCOMPLETE OR MISDESCRIBED ORDERS
Where an order arrives materially damaged, contains the wrong product or variant, is missing an item or essential component, or is materially different from its description, the available remedy will depend on whether the problem is major or minor under the Australian Consumer Law.
A missing or defective non-essential removable accessory may be resolved by sending the correct accessory where this completely fixes the problem within a reasonable time.
An issue will not be treated as minor merely because the product can still be used in some way. We will consider its effect on safety, normal use, durability, appearance, value and the product description.
Damage limited to the external shipping box is not normally considered a product problem where the product and every supplied component are unaffected.
10. RETURNING A FAULTY, DAMAGED OR INCORRECT PRODUCT
Do not send a product back until we provide the applicable return instructions.
Because the products we sell can normally be posted, we may ask you to return the affected product for assessment. We may instead waive the return requirement and provide a replacement, refund or other remedy without requiring a return where this is more practical, safe or economical.
The authorised return address may be located outside Australia. However, do not send a product to China or any other overseas address at your own expense unless we have expressly instructed you to do so and confirmed in writing how the reasonable return cost will be handled.
Please use the return method we approve or another reasonably priced tracked service. Do not use an unnecessarily expensive service and expect full reimbursement without obtaining our written approval first.
If the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage or transport costs you have paid. Please retain the postage receipt and tracking information.
If an assessment reasonably finds that the product does not have the reported problem, or that the problem was caused by misuse, accidental damage, neglect, unauthorised modification or another matter not covered by the consumer guarantees:
we will not reimburse return postage; and
you may be responsible for reasonable inspection, collection or return costs, but only where we provided a reasonable estimate of those costs before they were incurred.
11. DELAYED OR UNDELIVERED ORDERS
Delivery dates and timeframes displayed on our website, at checkout or in an order confirmation are estimates unless we expressly state that a delivery date is guaranteed.
Orders are fulfilled and dispatched from China through third-party fulfilment and delivery partners. Please review our Shipping Policy for the processing time, estimated delivery period and tracking information applying to Australian orders.
Contact us if your order has not arrived by the end of the estimated delivery period.
We may ask you to:
review the latest tracking information;
check whether the parcel is waiting at a collection point or local delivery office;
contact the local carrier;
check with household members, neighbours, reception or building management; and
check any authorised safe place.
A tracking delay does not automatically mean that a parcel is lost. We may ask you to allow a reasonable period for the carrier and fulfilment provider to investigate.
If an unexpected event outside our reasonable control causes a delay, we will provide reasonable updates and an opportunity for the order to be supplied within a reasonable additional period where appropriate.
If we cannot supply the order within the promised time or, where no firm time was promised, within a reasonable time, we will provide an appropriate solution. Depending on the circumstances, this may include:
continued delivery within an agreed additional period;
a replacement; or
a refund.
A waiting period, exclusion or refusal under the policy of a supplier, fulfilment provider, carrier or insurer does not by itself remove your rights against April under the Australian Consumer Law.
11. TRACKING SHOWS DELIVERED BUT THE PARCEL CANNOT BE FOUND
If tracking shows that your order was delivered but you cannot locate it, please contact us promptly.
We may reasonably ask you to:
check with household members, neighbours, reception or building management;
check the safe place, collection point or delivery location shown in the tracking information;
contact the local carrier or delivery office;
open a carrier investigation;
provide a written non-receipt declaration; and
obtain a carrier case reference or written non-delivery confirmation where reasonably available.
We will assess all reasonably available evidence, including:
the full tracking history;
delivery photographs;
signatures;
delivery coordinates;
safe-place or collection-point authorisations;
carrier statements; and
the information you provide.
A delivered tracking scan alone is not necessarily conclusive. Equally, a statement of non-receipt does not automatically establish that a parcel was lost where reliable evidence shows that it was delivered in accordance with the address and delivery instructions you authorised.
Where reliable evidence confirms delivery to the address supplied by you and in accordance with the delivery instructions you authorised, we may decline a non-delivery claim, subject to applicable law.
If the available evidence confirms loss, misdelivery or another delivery failure for which you are not responsible, we will provide an appropriate remedy.
12. INCORRECT ADDRESS, REFUSED DELIVERY, CUSTOMS AND UNCOLLECTED PARCELS
You are responsible for providing a complete and accurate:
- recipient name;
- delivery address;
- suburb;
- state or territory;
- postcode;
- email address; and
- telephone number.
Please contact us immediately if you notice an error. We will attempt to correct the order before processing, but changes cannot be guaranteed after warehouse processing or dispatch begins.
You must monitor tracking and reasonably cooperate with the carrier, local delivery office and customs authorities. This may include:
providing reasonably requested information;
arranging redelivery;
collecting the parcel within the stated collection period; or
completing lawful customs-clearance steps.
Where a delivery failure, return or additional cost is directly caused by:
an incorrect or incomplete address supplied by you;
an incorrect recipient name;
an unknown recipient caused by incorrect recipient information;
refusing delivery;
failing to collect the parcel within the carrier’s collection period;
failing to provide reasonably required customs-clearance information; or
another unreasonable failure to cooperate within your control,
we are not required to provide a free replacement or cover costs directly caused by that action or omission, except where applicable law requires otherwise.
Where operationally available, we may offer redelivery after you pay the actual reasonable redelivery cost.
If the parcel is returned to us or our fulfilment provider, we may, at our discretion, offer:
redelivery after payment of the actual reasonable redelivery cost;
store credit; or
a refund less reasonable, directly incurred and non-recoverable shipping, return or handling costs caused by your action or omission,
provided that any deduction or condition is permitted by law and is not disproportionate.
This section does not apply where the carrier delivered to the wrong address, failed to follow delivery instructions you authorised or otherwise caused the delivery failure.
13. MATTERS NOT NORMALLY COVERED AS PRODUCT PROBLEMS
Subject to the Australian Consumer Law, a repair, replacement or refund is not normally available where:
you simply changed your mind;
you ordered the wrong product, colour, variant or quantity and the correct order was supplied;
you found the product cheaper elsewhere;
the issue was caused by misuse, accidental damage, neglect or failure to follow reasonable care and use instructions;
you knew about the relevant defect or variation before buying the product;
the issue is normal wear and tear;
the issue was caused by an unauthorised modification or repair;
the alleged difference is minor, non-material and reasonably caused by screen settings, lighting or photography;
a temporary packaging odour fully resolves after normal first-use washing and does not indicate a safety, material, quality or durability problem; or
damage is limited to the external shipping packaging and the product and components are unaffected.
A material difference between the supplied product and its description or product imagery is not a minor variation merely because screen, lighting, photography or digitally enhanced-image differences were disclosed.
14. REFUNDS
Where you are entitled to a refund under the Australian Consumer Law, the refund will be returned using the original payment method unless you agree to another method.
We will not require you to accept store credit or a discount code instead of a monetary refund where the law entitles you to that refund.
Approved refunds will be initiated without undue delay after the claim has been assessed and the applicable entitlement has been confirmed.
Once a refund has been issued by us, your bank, card issuer or payment provider may require additional time to make the funds available to you.
We do not charge a fee for issuing a statutory refund.
Where an order was paid wholly or partly using store credit, the amount paid using store credit will normally be returned as store credit, while any amount paid using another payment method will normally be returned to that payment method, except where applicable law requires otherwise.
15. STORE CREDIT AND GOODWILL REMEDIES
Store credit, discount codes, exchanges and other goodwill remedies may be offered:
- for a change-of-mind request;
- for an issue not covered by the Australian Consumer Law;
- as a resolution for a minor issue where you agree to keep the product; or
- instead of a monetary refund where you expressly choose and agree to that option.
A goodwill remedy is discretionary unless we have expressly promised it.
A store-credit or goodwill offer does not remove or replace any remedy that cannot lawfully be excluded under the Australian Consumer Law.
Any expiry date or material condition applying to store credit will be clearly disclosed when the credit is issued.
16. DUPLICATE REMEDIES, CHARGEBACKS, FRAUD AND ABUSE
We do not provide duplicate refunds, replacements, store credit or other duplicate compensation for the same loss.
If you have received or are seeking compensation through a card provider, PayPal, a chargeback, an insurer or another dispute process, you must tell us so that duplicate compensation can be avoided.
Where we reasonably suspect altered evidence, deliberate damage, a claim involving a different product, a false non-delivery claim or repeated misuse of the claims process, we may:
request additional proportionate evidence;
conduct additional checks;
provide relevant evidence to payment, fulfilment or delivery providers; and
refuse a fraudulent claim where legally permitted.
This section does not allow us to reject or unreasonably delay a genuine claim under the Australian Consumer Law.
17. COMPENSATION FOR OTHER LOSS OR DAMAGE
Nothing in this Policy limits any right you may have under the Australian Consumer Law to compensation for loss or damage that:
was caused by a failure to comply with a consumer guarantee; and
was reasonably foreseeable.
We may reasonably ask for evidence showing:
the nature and value of the claimed loss;
proof of the relevant expense or damage; and
how the product problem caused the claimed loss.
We are not responsible for a loss that was not caused by the product or its failure to comply with a consumer guarantee, or that resulted from an independent event after the product left our control.
17. CONTACT DETAILS
APRIL GLOBAL TRADING LTD
Trading as: April.
Company number: 17162821
Registered office:
2nd Floor, College House
17 King Edwards Road
Ruislip
London
United Kingdom
HA4 7AE
Customer support:
april.official.support@gmail.com
Do not return products to the registered office, a supplier, fulfilment provider or warehouse unless we have expressly authorised the exact address in writing for your particular return.