Return Policy

Standard

Delivery in 5-7 Business Days (estimated)

 

 We've made every effort to minimize our shipping charges and only charge our cost for these services.  All orders over $30 receive free ground shipping.  You assume all risk of theft or loss of products occurring during transportation and delivery.

 

How do i change or cancel an order?

An order cannot be cancelled once you have paid for it.  If for any reason you would like to change your order, please contact customer service at info@reef.net.au or by calling 03 5261 6244 as soon as possible.  Although we will consider a request to change an order, any change will be made in our sole discretion.  Keep in mind our system is designed to fulfil orders as quickly as possible. As a result, we cannot change an order once it has been shipped.

 

What are my payment options?

PayPal or credit cards

 

When will my order be shipped? When will it arrive?

If your order was placed (and payment received) Monday thru Friday before 11:00am, it will be shipped the same or next business day if there are no issues with your billing information.  You will receive an e-mail confirmation once your order has been shipped.

 

Once your package leaves our warehouse, you should receive it within the ship timeframe listed above.   However, we cannot guarantee these timeframes.  If you have any concerns about the delivery of your purchase contact us at info@reef.net.au.

 

What's the status of my order? How do i track my order?

You can check on its status at any time using the tracking information we provide once shipped.

 

What is your exchange policy?

We accept exchanges and refunds on online purchase  note:product must be in it's original condition

Return shipping is at customers expense for exchanges and refunds

Please contact shop@reef.net.au if an item is faulty,wrongly shipped,or different from the sample shown 

 

Why did you call or e-mail me to verify my order?

For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.

Australian Consumer Law – Warranty Against Defects and returns

 

REEF™ products are warranted against manufacturer’s defect (from date of purchase) for:

  • 12 months for shoes

  • 12 months for sandals

  • 30 days for apparel

  • 30 days for bags

Product covered by the REEF warranty will be replaced at REEF’s discretion.

 

SANDALS:
The following defects are covered by the REEF warranty when claims are made within the warranty time:

  • Loose weaving on straps (new sandals only)

  • Straps/buckles pulling out (Where soles are not severely worn)

  • Delamination of layers (repairable)

  • Glue on the straps (glue rubs off of the sole - new sandals only)

  • Deformation of structure due to ferocious finned aquatic animal attack (only if unprovoked)

  • Stitching coming undone on logo (new sandals only)

  • Stitching coming undone on any part of straps (sandals)

 

SHOES:
The following defects are covered by the REEF warranty when claims are made within the warranty time:

  • Sole separation from upper

  • Stitching coming undone on logo

  • Seams unstitching on upper (except when due to wear)

  • Popped or missing eyelets

  • Non-matching color between two halves of pair

 

APPAREL:
The following defects are covered by the REEF warranty when claims are made within the warranty time:

  • Fraying of fabric and trims (not following wash care instructions will not fall under this warranty)

 

BAGS:
The following defects are covered by the REEF warranty when claims are made within the warranty time:

  • fraying/ripping of fabric/materials under normal use

 

WHAT'S NOT COVERED:
The following are NOT covered by the REEF warranty nor are the above covered when any of the following are prevalent:

  • Fraying of straps/shoe uppers due to use/abuse

  • Deterioration as a result of water abuse

  • Sole wearing out or worn through

  • Alien abduction beam causes colors to fade

  • Skateboard/bicycle abuse

  • Cuts, scratches, burns, etc.

  • Shrinkage from overexposure to extreme heat

  • Damage caused by negligence, misuse or alteration of products

  • Damage caused by wetting non-waterproof products

 

ANY PROBLEM NOT LISTED ABOVE WILL BE EVALUATED ON AN INDIVIDUAL BASIS BY REEF.
If your Reef Product has any of the above defects, and you fall within the warranty timeline, please return your products, with proof of purchase (e.g. your credit card statement, tax invoice, order confirmation or receipt), to us at:

Reef Returns
PO Box 167
Torquay, VIC 3228

If you are not able to do so, please contact our Customer Service directly at (03) 5261 6244 for assistance.

 

The only costs to you of making a claim under the returns policy are those expenses associated with returning the goods where you are required to pay for this.  The benefits to you outlined above are in addition to any other rights and remedies you may have under the Australian Consumer Law (ACL).  

Notwithstanding the above warranties, where we are required to do so by the ACL, we will accept returns for faulty goods within a reasonable time of purchase having regard to the nature of the goods and the fault. If the goods are defective and need to be replaced or repaired you will need to return the goods to us.  If the defect is major and the cost of returning the goods is significant, we will arrange collection at our expense.

Where a fault with the goods is major, (e.g. the item is unsafe, substantially unfit for its normal purpose, can’t be fixed, would take too long or is too difficult to fix) you can return the item to us and choose a refund of the purchase price or exchange, or you can keep the item and we will compensate you for the drop in value.  Replacement items will be delivered to you at our expense. 

 

Where a fault is minor, we will either refund the purchase price, repair or replace your purchase e.g. if it is not of acceptable quality (but in a minor way), does not do something we told you it would do, does not match its description or otherwise fails to comply with a consumer guarantee. 

 

Unless the item is faulty, we will not provide an exchange or refund e.g. if you have changed your mind (including where the product has been custom made for you), ordered the wrong product or you have found a cheaper product elsewhere.  An item is not faulty if we told you about the defect before you bought the item (e.g. “seconds”) or you have misused the item or used the item in a way that was not intended. 

 

Following is the mandatory statement required by the Australian Consumer Law:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

Our details:

 

Our business address is 18 Baines Crescent, Torquay, VIC 3228
Our telephone number is (03) 5261 6244

Our email is address is info@reef.net.au

 

If any goods are accepted by us for repair and they are capable of retaining user-generated data (i.e. any data stored on goods), repair of the goods may result in loss of the data.

 

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired.  Refurbished parts may be used to repair the goods.

What is your privacy policy?

For details on our privacy policy, click here