Returns & Refunds
Returns & Refunds Policy
Last Updated: 23 August 2026
At Infinity Clocks, we want you to be happy with your purchase. If you change your mind, or if your order arrives damaged, defective or incorrect, we are here to help.
This policy explains our voluntary change-of-mind returns process and your rights under the Australian Consumer Law (ACL).
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
1. Change-of-Mind Returns
We offer a 30-day change-of-mind return period on eligible clocks purchased directly from Infinity Clocks.
To be eligible for a change-of-mind return:
1.1 The return request must be made within 30 days of delivery.
1.2 The product must be in its original condition.
1.3 The product must be unused and show no signs of installation or use.
1.4 The product should be returned with its original packaging and accessories where reasonably possible.
1.5 The product must be adequately packaged to prevent damage during return shipping.
We may refuse a change-of-mind return where the product has been used, installed, damaged after delivery, or cannot reasonably be returned to saleable condition.
Our change-of-mind return policy does not affect your rights under the Australian Consumer Law.
2. Change-of-Mind Return Shipping
2.1 The customer is responsible for the cost of returning the product to Infinity Clocks.
2.2 We recommend using a tracked delivery service and retaining proof of postage.
2.3 Infinity Clocks is not responsible for a change-of-mind return that is lost or damaged while being returned to us where the customer has arranged the return.
Any original shipping or delivery charges may be non-refundable for a change-of-mind return where permitted by law.
3. Change-of-Mind Exchanges
3.1 Where available, you may request an exchange instead of a refund.
3.2 Exchange requests are subject to product availability.
3.3 If the replacement product has a different price, we will advise you of any applicable additional payment or refund before processing the exchange.
3.4 The customer is responsible for return shipping costs associated with a change-of-mind exchange.
3.5 If the requested replacement is unavailable, we may offer an alternative product or refund.
4. How to Request a Change-of-Mind Return
Please contact us before sending a product back. Complete the form below or contact us at peter@infinityclocks.com.au
Please provide your name, email address, order number, product name, reason for the return, and whether you are requesting a refund or exchange.
We will provide return instructions where the return is approved.
Please do not send a product to an address other than the return address provided by Infinity Clocks.
Return or Exchange Request (Change of Mind)
Use this form if you'd like to return or exchange an item because it's not quite right for you.
5. Damaged, Defective or Incorrect Products
If your product arrives damaged, is defective, is missing parts, is significantly different from its description, or you receive the wrong product, please contact us as soon as reasonably possible.
We will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law.
Depending on the circumstances, an appropriate remedy may include:
5.1 Repair
5.2 Replacement
5.3 Refund
5.4 Replacement parts or another appropriate solution
The remedy available may depend on whether the problem constitutes a major failure or a minor failure under the Australian Consumer Law.
Nothing in this section limits your statutory rights.
6. Products Damaged During Delivery
If your product appears to have been damaged during delivery, please contact us as soon as reasonably possible.
To help us investigate the issue with our delivery or fulfilment partners, we may ask you to provide photographs of:
6.1 The product
6.2 The damage
6.3 The outer shipping carton
6.4 Any visible damage to the packaging
6.5 Internal packaging materials
Photographs can help us resolve claims more quickly, but we will not use a request for photographs to exclude or restrict any rights you may have under the Australian Consumer Law.
Please retain the original packaging until the matter has been resolved, where reasonably possible.
7. Faulty or Defective Products
7.1 If you believe your product has a fault or defect, please provide a description of the problem and, where possible, photographs or video demonstrating the issue.
7.2 We may need additional information to assess the problem and determine the appropriate remedy.
7.3 You should not attempt to repair or modify a product yourself where doing so could make it more difficult to assess the original fault.
7.4 If a product has a minor failure, we may generally be entitled to choose between providing a repair, replacement or other appropriate remedy as permitted by law.
7.5 If a product has a major failure, you may have the right to reject the product and choose a replacement or refund, as well as any other rights available under the Australian Consumer Law.
8. Incorrect Products or Missing Parts
8.1 If you receive a product that is different from what you ordered, or parts are missing from your order, please contact us as soon as reasonably possible.
8.2 We will investigate the issue and arrange an appropriate solution.
8.3 Depending on the circumstances, this may include supplying the missing component, replacing the product or providing a refund.
Damaged, Defective or Incorrect Item Form
If your item arrives damaged during shipping, has a defect, is missing parts, or you received the wrong product, please complete the form below.
Please note: We can only assist with orders placed directly through Infinity Clocks.
Photos of the product, damage, and packaging can help us resolve your claim more quickly. If you are unable to provide photos, please contact us directly and we will assist you.
Supported formats: PDF, JPG, JPEG, PNG, MP4, MOV
9. Return Shipping for Faulty, Damaged or Incorrect Products
9.1 Where a product is faulty, damaged, defective or incorrect and the issue is covered by the Australian Consumer Law, Infinity Clocks will meet reasonable return shipping costs where required by law.
9.2 We will provide appropriate return instructions where a product needs to be returned.
9.3 Please do not arrange expensive return freight without first contacting us, as we may be able to provide a return method or other instructions.
10. Refunds
10.1 Where a refund is approved, it will generally be made to the original payment method used for the purchase.
10.2 Once Infinity Clocks has processed the refund, it may take additional time for the funds to appear in your account depending on your bank or payment provider.
10.3 We will advise you when a refund has been processed.
10.4 For change-of-mind returns, any applicable original shipping charges may be excluded from the refund where permitted by law.
10.5 For products that fail to meet applicable consumer guarantees, refunds will be provided in accordance with the Australian Consumer Law.
11. Products That Cannot Be Returned for Change of Mind
11.1 Certain products may not be eligible for a change-of-mind return where their nature or condition makes a return inappropriate.
11.2 If a particular product has a specific return restriction, this will be disclosed before purchase where reasonably practicable.
11.3 These restrictions do not affect your rights under the Australian Consumer Law.
12. Orders Purchased Through Other Retailers
12.1 Our returns process applies to products purchased directly from Infinity Clocks.
12.2 If you purchased a product through another retailer, marketplace or third-party seller, you should contact the retailer from which you purchased the product.
12.3 This does not affect any rights you may have against the relevant seller or manufacturer under applicable Australian law.
13. Return Condition and Packaging
13.1 For change-of-mind returns, products should be returned in their original condition and packaging where reasonably possible.
13.2 Because clocks can be fragile, please package returned products securely.
13.3 You are responsible for ensuring that a change-of-mind return is adequately packaged for transit.
13.4 If a product is returned damaged due to inadequate packaging, we may take that damage into account when assessing a change-of-mind return, to the extent permitted by law.
13.5 This does not affect your rights where the product was already faulty or defective.
14. Returns Process
Our general returns process is:
Step 1 — Contact Us: Submit a return request using the relevant form above or contact us at peter@infinityclocks.com.au.
Step 2 — Assessment: We will review the request and may ask for additional information or photographs.
Step 3 — Return Instructions: If the product needs to be returned, we will provide the appropriate return instructions.
Step 4 — Return the Product: Return the product using the method and address provided by Infinity Clocks.
Step 5 — Assessment and Resolution: Once received, we will assess the product where necessary and arrange the applicable refund, replacement, repair or other remedy.
15. Australian Consumer Law
Infinity Clocks' 30-day change-of-mind policy is separate from your rights under the Australian Consumer Law.
15.1 Australian Consumer Law provides consumers with guarantees that cannot be excluded.
15.2 If goods fail to meet an applicable consumer guarantee, you may have rights to a repair, replacement, refund or other remedy depending on the circumstances.
15.3 These rights can apply regardless of whether the 30-day change-of-mind period has expired.
15.4 Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify your rights under the Australian Consumer Law.
16. Questions and Contact
If you have questions about a return, refund or product issue, please contact us:
| Business: | Infinity Clocks |
| Email: | peter@infinityclocks.com.au |
| Mail: | P.O. Box 153, Toowong QLD 4066, Australia |
We are committed to handling returns and product issues fairly and efficiently.
Related Policies: Shipping & Delivery Policy | Privacy Policy | Terms of Service
