LEGAL INFORMATION
Returns & warranty.
How to raise a problem with a product or service, and the remedies available to you.
Last updated:
Your rights under Australian law
Goods and services supplied by MyEvent Labs are subject to applicable Australian Consumer Law guarantees. These rights cannot be removed by this policy, a product licence or the expiry of a manufacturer’s warranty. They may apply to business purchases as well as personal purchases. The online shop is not yet open; this policy sets out our approach to products and services we supply.
The remedy depends on what was supplied and the nature of the failure. Consumer guarantees have no single expiry date: relevant factors include the nature and price of the goods and what a reasonable consumer would expect. We do not impose a fixed claim period in place of those rights.
Faulty goods
If goods have a major failure and you are entitled to reject them, you may choose a refund or replacement. Alternatively, you may keep them and claim compensation for their reduced value. A major failure includes goods that are unsafe, substantially depart from their description, or have a serious problem that would have stopped a reasonable person buying them had they known about it.
For a minor failure that can be remedied, we may provide a repair, replacement or refund. The remedy must be provided without charge and within a reasonable time. If we do not remedy the failure within a reasonable time, the law may entitle you to reject the goods or arrange a repair elsewhere and recover the reasonable cost.
Services and digital products
Consumer guarantees also apply to services and, where applicable, software and other digital products. Downloading or activating software does not, of itself, remove a right to a remedy.
If a service has a major failure, or a failure that cannot be remedied, you may cancel the service contract or claim compensation for the reduction in value. On cancellation, you may be entitled to a refund for the unconsumed part; payment may still be due for work properly performed. For a remediable minor failure, we must have a reasonable opportunity to put it right. If we fail to do so in a reasonable time, you may have the work remedied elsewhere and recover reasonable costs, or cancel the contract.
You may also be entitled to compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.
Requesting a remedy
Contact us using the details below. Please describe the problem, provide your order or invoice reference if available, and tell us the remedy you seek. We may request reasonable proof of purchase; a receipt is not the only acceptable evidence. Photographs or error details can help with assessment, but original packaging is not required for a consumer guarantee claim.
We may reasonably assess a reported fault before deciding the remedy. If we supplied the goods, you can deal with us directly; you do not have to pursue the manufacturer first. We will explain the assessment outcome and the proposed next steps.
Returning goods and transport costs
Please contact us for the appropriate return address and safe handling instructions before sending goods. The office address below may not be the appropriate repair or return location. A return reference helps us track the item; it is not a condition of your statutory rights.
For goods that can easily be posted or returned, you may need to pay the initial return cost. If a fault is confirmed, we will reimburse reasonable return costs, so please retain the receipts. We will arrange collection at our expense where faulty goods cannot be returned without significant cost because of their size, weight or installation.
If assessment finds no fault for which we are responsible, a reasonable inspection or transport charge may apply only where we gave you an estimate and obtained your agreement beforehand. We do not charge a restocking fee for a return required by consumer law.
Repairs and stored data
Stop using equipment that appears unsafe and contact us before shipping it, particularly if it contains a damaged battery. Where practicable, back up data and remove personal information before a device is returned. If a repair may erase stored data, or refurbished goods or parts may be used, the required repair notice will be provided before the goods are accepted for repair. This request does not exclude any responsibility we have for your data under law.
Change of mind and cancellations
We do not offer a general change-of-mind return entitlement unless agreed in writing or stated with the product. This is separate from your rights where goods or services are faulty, misdescribed or otherwise fail to meet a consumer guarantee, and any applicable statutory cooling-off right. Cancellation of project work is governed by the agreed project terms and applicable law.
Additional warranties and refunds
Any additional manufacturer or MyEvent Labs warranty will be identified with the product or in a separate warranty document, including its duration and claim procedure. This policy does not create a separate warranty against defects for a fixed period. Any additional warranty operates alongside, and does not replace, consumer guarantees.
Where a refund is due, we will process it without undue delay using the original payment method unless you agree otherwise. We will not require you to accept store credit instead of a refund you are legally entitled to receive.
Further information is available from the ACCC and Consumer Affairs Victoria. If a concern remains unresolved, you may contact your state or territory consumer protection agency or pursue any other remedy available by law.
Contact us
MyEvent Labs
hello@myevent-labs.io
1300 412 431
120 A'Beckett Street, Melbourne VIC 3000, Australia.