Refunds – Australia
The Consortium Clemenger (TCC) (ABN 35 920 946 217), operates this site on behalf of Procter & Gamble Australia Pty Ltd (trading as direct.gillette.com.au).
All payment, shipping, postage and refunds are managed by TCC.
Our Refunds Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Refunds Policy at any time.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
Before attempting to return an order you will need to contact our customer service team via email at firstname.lastname@example.org request a refunds authorisation number. Without this number it can be difficult to process your return meaning the process may take longer.
Your statutory rights
Our Refunds Policy does not affect your statutory rights under the Consumer Guarantees. Consumer Guarantees include a guarantee that the products purchased will be fit for purpose, safe, lasting, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost because your satisfaction is important to us.
For more information about Consumer Guarantees and your return rights, please visit www.accc.gov.au
Right to Cancel
You have the right to cancel this contract within 14 days without giving a reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post). You may use the example model cancellation form below, but it is not obligatory.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a) 14 days after the day we receive back from you any goods supplied; or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
Model Cancellation Form
To: The Consortium Clemenger (TCC) (ABN 35 920 946 217)
I hereby give notice that I cancel my contract of sale of the following goods:
Name of customer:
Address of customer:
Signature of customer (only if sent by paper):
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order, however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact our service provider’s customer care team via email at email@example.com.Please attach any pictures you have of the damage to the message. A member of their team will review the details and offer a replacement or refund (depending on the type of product failure) to resolve your query. If your product doesn't have a major fault, we'll replace your product within a reasonable time.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact our service provider’s customer care team via email at firstname.lastname@example.org.Please provide details of the fault and where possible attach pictures to your message. A member of our team will review the details and offer a repair, replacement or refund (depending on the type of product failure) to resolve your query. If your product doesn't have a major fault, we'll replace or repair your product within a reasonable time.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via your account or by post at PO Box 619, Eastern Suburbs Mail Centre, NSW 2004