Refund and Returns Policy

REFUND AND RETURNS POLICY

Your satisfaction is our priority. Products can be returned to TEM IMPORTS for a refund within 14 days of the invoice date.

Faulty or Incorrect Goods

TEM IMPORTS must be notified within 48 hours of receipt regarding any faulty or incorrect items. Please email us immediately at info@temimports.com.au with:

• Your order number
• A description of the issue
• Photographic evidence of the faulty or incorrect goods Once notified, we will issue a Return Note to assist you with the process and resolve the issue as quickly as possible.

Change of Mind or Incorrect Choice

If TEM IMPORTS is not at fault and you wish to return a product due to an incorrect choice or change of mind, the return is subject to the following strict conditions:

1. Freight & Fees: The customer is liable for the cost of freight both to them and back to TEM IMPORTS, as well as a $20.00 restocking/administration fee.
2. Refund Value: Returned products will only be refunded at the value equivalent to the original invoice purchase price, minus the $20.00 restocking fee.
3. Condition of Goods: Products must be returned unopened, in their original packaging, and in a re-sellable condition acceptable to TEM IMPORTS.
4. No Markings: Any goods that have been written on, labelled, or defaced by you or your courier will not be eligible for a return.
5. Full Cartons Only: TEM IMPORTS only accepts returns of complete, full cartons with no items missing. We do not accept individual items or partial sleeves of products for credit.
6. Clearance Items: We do not offer exchanges or refunds on clearance items. These goods are sold "as-is."
7. Transit Damage: TEM IMPORTS is not liable for loss or damage arising out of or in connection with third-party delivery services. Any refund or replacement for transit issues is at our sole discretion, and you will be liable for any shipping costs incurred if a replacement is offered.
8. Return Timeframe: Approved returns must be received by TEM IMPORTS within 7 days of the Return Order (RO) number or return approval being issued. Failure to do so will result in the goods being declined and returned to you at your expense.
9. Processing Time: Once your returned items have been received at our warehouse, please allow up to 14 days for us to process the goods and issue your refund.

Returns Outside Policy Conditions

All returns that fall outside the conditions listed above are subject to a minimum 30% restocking fee and will only be considered if TEM IMPORTS explicitly agrees to accept the return at our sole discretion. TEM IMPORTS is under no obligation to accept non-compliant returns.

Need Assistance?

Alternatively, please contact our team on (03) 8353 2788 or email info@temimports.com.au prior to sending goods back so we can help you make an informed decision. All approved returns must include a completed Return Note detailing the reason for the return or exchange request.

ORDER CANCELLATION POLICY

Orders may be cancelled in writing via email within 24 hours of being placed without incurring any fees.

If an order is cancelled after this 24-hour window, the cancellation is subject to our approval, and the following fees will apply:

1. Packed but Not Dispatched: If the order has been packed but has not yet left our warehouse, a $20.00 restocking/administration fee will be applied.
2. Already Dispatched: If the order has already been dispatched, it cannot be cancelled. The customer must follow our Refund and Returns Policy (including covering all freight costs and the restocking fee).
3. Supplier Fees: If TEM IMPORTS becomes liable to pay a supplier’s cancellation or rescheduling fee as a direct result of your cancellation, we reserve the right to recover those specific fees from you.

Please note: TEM IMPORTS reserves the right to accept or decline cancellations at our sole discretion. We are under no obligation to accept the cancellation of an order once it has been processed.

Refund Processing Times

Any applicable cancellation fees will be deducted from your total before your refund is issued.

• Processing Window: Once a cancellation resolution is reached, please allow 2–5 business days for us to process your refund via your original payment method.
• Statement Visibility: Depending on your financial institution, please allow up to 7 business days for the transaction to reflect on your bank or credit card statement.

Last Updated: JULY 2026