Returns & Refunds Policy

Thank you for shopping with us during our Store Closing Sale. Please read our returns and refunds policy carefully before placing your order.

This policy applies to online purchases made through our store. Nothing in this policy limits your rights under the Australian Consumer Law.

Store Closing Sale Items

As this is a Store Closing Sale, many products are offered at significantly reduced clearance prices, with discounts of up to 80% off.

Due to the nature of the clearance sale, we are unable to accept returns or exchanges for change of mind, incorrect size, incorrect colour choice, unsuitable product selection, or accidental orders.

However, your rights under the Australian Consumer Law still apply. If an item is faulty, damaged, significantly different from its description, or not fit for its intended purpose, you may be entitled to a remedy such as a repair, replacement, refund, or store credit depending on the issue.

Change of Mind Returns

We do not accept change of mind returns for Store Closing Sale items.

Please check all product details carefully before placing your order, including product size, colour, specifications, compatibility, delivery address, and quantity.

Once an order has been confirmed and processed, it may not be possible to cancel or change the order.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, incomplete, or different from what you ordered, please contact our customer service team as soon as possible at support@supyoo.com.

To help us review your request quickly, please include the following information:

• Your order number
• A clear description of the issue
• Photos or videos showing the problem
• Photos of the outer packaging, shipping label, and product condition

Once your request has been reviewed, we will let you know whether the item is eligible for a repair, replacement, refund, or another suitable solution.

Return Eligibility

To be eligible for a return, the item must generally be returned in the same condition as received, with all original packaging, accessories, manuals, parts, and proof of purchase where possible.

Please do not send any item back without first contacting our customer service team. Returns sent without prior approval may not be accepted.

Large, Bulky and Outdoor Products

Some products, including BBQs, outdoor furniture, heating products, grills, and other bulky items, may require special return handling.

Because these items are large and may require specialist carriers, return instructions and return costs may vary depending on the product, location, and reason for return.

If the return is required due to a confirmed fault, damage, or an error on our part, we will provide further instructions after reviewing your request.

Non-Returnable Items

For hygiene, safety, and clearance-sale reasons, the following items cannot be returned for change of mind:

• Used or installed products
• Items without original packaging or missing parts
• Customised, assembled, or modified items
• Gift cards or store credits
• Clearance items purchased as part of the Store Closing Sale, unless required by law

Refunds

Once your return has been received and inspected, we will notify you by email whether your refund has been approved or rejected.

If your refund is approved, it will be processed back to your original payment method. Please allow several business days for the refund to appear, depending on your bank or payment provider.

Original shipping fees, handling fees, and return shipping costs are non-refundable unless the return is due to a confirmed fault, damage, incorrect item, or another issue caused by us.

Delayed or Missing Refunds

If you have not received your refund after it has been approved, please check your bank account first.

Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.

If you have completed these steps and still have not received your refund, please contact us at support@supyoo.com.

Exchanges

Due to limited clearance stock, exchanges may not always be available.

If your item is faulty, damaged, or incorrect, we will review your case and advise whether a replacement, repair, refund, or another suitable remedy is available.

Return Shipping

Customers are responsible for return shipping costs for approved change-related or customer-requested returns, where accepted.

If the return is due to a confirmed fault, damage, incorrect item, or an error on our part, we will provide return instructions after your request has been reviewed.

For high-value or bulky items, we recommend using a trackable shipping service. We are not responsible for returned items that are lost or damaged in transit without tracking.

Return Address

Please contact our customer service team at support@supyoo.com before returning any item.

Our team will provide the correct return address and instructions based on your order and product type.

Important Notice

This returns policy does not exclude, restrict, or modify any consumer rights that may apply under the Australian Consumer Law.

We reserve the right to inspect returned items before approving a refund, replacement, repair, or other remedy.