Refund policy

Returns and refunds

We want you to be happy with what you've bought. If something isn't right, please get in touch — we'll sort it out.

If you've changed your mind

You can return most items within 7 days of delivery. Just email us at support@theautismshop.com.au within those 7 days to let us know — you don't need to have posted it by then. Once you've told us, we'll confirm the returns address and give you time to send it back.

Please make sure the item is unused, in its original packaging, and in resaleable condition.

Return postage for change-of-mind returns is at your cost, and we'd suggest a tracked service so it doesn't go missing. Once your return reaches us and we've checked it, we'll refund the purchase price within 5 business days. There's no restocking fee.

Items we can't take back for change of mind

There are a few things we can't accept once they've been opened, and we hope these make sense:

For hygiene reasons — chewables and oral sensory items, period underwear and swimwear, toothbrushes and oral care products, and hairbrushes. If the packaging is still sealed and unopened, we're happy to take them back.

Large or bulky items — trampolines, furniture and appliances. Return freight on these often costs more than the item itself, so please choose carefully. If one arrives faulty, you're still fully covered — see below.

Sale items can't be returned for change of mind, but the same applies: if there's a fault, we'll look after you.

If something is faulty, damaged or not what you ordered

This is separate from the 7-day window above, and it isn't limited to 7 days.

Please email us at support@theautismshop.com.au with your order number and a photo or video of the problem. We'll replace the item or refund you in full, whichever you'd prefer — and we cover the cost of returning it. If the item is large or bulky, we'll arrange collection ourselves, at our expense.

If a parcel arrives damaged in transit, a quick photo of the packaging helps us sort it out faster and take it up with the courier.

Your rights under Australian Consumer Law

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

These rights apply for a reasonable period depending on the product, and they sit alongside our change-of-mind policy — not instead of it.

Where to send returns

The Autism Shop
1/162 Grand Blvd
Joondalup WA 6027
Australia

Please contact us before posting anything back, so we can keep an eye out for it.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too (approx 14 business days).