Refund policy

Be Genki Pty Ltd (ACN 121 302 378) trading as My Stait ("we", "us" or "Stait") prides itself on providing products of the highest quality and is committed to customer satisfaction. This returns policy describes generally how we manage product returns. Returns remain subject to our Website Terms of Us. If you would like more information, please do not hesitate to contact us.

Our products 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 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.

A product or good has a major failure when:

• •it has a problem that would have stopped someone from buying it if they had known about it;
• •it is significantly different from the sample or description;
• •it is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time;
• •it does not do what you asked for and cannot easily be fixed within a reasonable time; or
• •it is unsafe.

Importantly, the rights described in this returns policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.

Please note there may be limitations on your right to return and obtain a refund for products, however these limits will always be subject to your statutory rights.

Any unused product(s) may be returned within 7 days of delivery.

Please note, returned product(s) must be in original condition, in their original packaging. We cannot accept returns of opened or used product(s), returned product(s) damaged in transit (so please pack your returned goods properly), or product(s) received more than 7 days after delivery date. Shipping and handling costs are not refundable.

To begin the process of returning product(s) please email stait@mystait.com with the reason why you would like to return the product(s) and we will provide you with a return processing number and the next steps.

Please do not send product(s) back to our warehouse without a return processing number.

Replacement or credit as remedy If you are not satisfied with any product that you receive from us, please let us know as soon as possible as we may be able to replace the item for you. In some circumstances, we may provide a credit instead of replacement at our discretion.

What you must return to us To receive a replacement or credit, you must first return the item to us along with its original packaging.

Returning items within the first 30 Business Days If we receive the returned item, or written notice from you that you will be returning the item, within the first 30 Business Days after the earlier of the date of purchase and the date of delivery to you, then we will assess the circumstances (including analysing the returned item, if considered appropriate by us) to ascertain whether or not Stait is at fault and:

• •(Stait at fault) if we consider that Stait is at fault, we will provide a full replacement of the returned item (or a credit at our discretion); or
• •(Stait not at fault) if we consider that Stait is not at fault, then:
• •if the item has been returned in its original condition, we will provide a full replacement of the returned item (or a credit at our discretion); or
• •if the item has been returned broken, damaged, tarnished or worn, we will not provide any replacement or credit.

Returning items after the first 30 Business Days If we do not receive the returned item, or written notice from you that you will be returning the item, within the first 30 Business Days after the earlier of the date of purchase and the date of delivery to you, then we will assess the circumstances (including analysing the returned item if considered appropriate by us) to ascertain whether or not Stait is at fault and:

• •(Stait at fault) if we consider that Stait is at fault, we will provide a full replacement of the returned item (or a credit at our discretion); or
• •(Stait not at fault) if we consider that Stait is not at fault, then no replacement or credit will be provided. Stait may, however, choose to provide a replacement or credit in some cases at its discretion.

In this returns policy, "Business Day" means a day (other than a Saturday, Sunday or public holiday) when banks in Sydney, New South Wales are open for business.

In all cases, you must pay the costs involved in shipping the returned product back to Stait. If we consider that Stait is not at fault, then no reimbursement in respect of those shipping costs will be provided. If we consider that Stait is at fault, then we will reimburse you for your reasonable shipping costs incurred in returning the product to us.