Effective Date: June 21, 2026
Thank you for shopping at Atrada Group Pty Ltd. (“we,” “us,” or “our”), accessible via atradagroup.com. We value your business and strive to provide high-quality products.
If you are not entirely satisfied with your purchase, we are here to help. This Refund and Returns Policy outlines our procedures for returns, exchanges, and refunds. By making a purchase on our Site, you agree to the terms listed below.
1. Strict “No Refund Without Return” Policy
To maintain fair business practices and prevent fraudulent activities, we strictly do not offer “Refund Only” solutions under any circumstances.
- Physical Return Required: You must physically return the item to our designated warehouse to qualify for a refund, store credit, or replacement.
- No Exceptions: We will not issue refunds for items that are kept by the customer, regardless of the claims made regarding item condition, dissatisfaction, or shipping delays.
- Proof of Return: A refund will only be triggered after our team receives, inspects, and approves the returned item at our facility.
2. Return Window and Eligibility
You have 30 calendar days from the date you received your item to initiate a return. To be eligible for a return, your item must meet the following strict criteria:
- Condition: The item must be unused, unwashed, unaltered, and in the same condition that you received it.
- Packaging: The item must be in its original, undamaged packaging, including all tags, certificates, instructions, and accessories.
- Proof of Purchase: You must provide the original receipt, invoice, or online order confirmation number.
Non-Returnable Items
The following types of items cannot be returned or refunded:
- Clearance, “Final Sale,” or promotional items.
- Perishable goods, food, flowers, or cosmetics.
- Personal care items, undergarments, or swimwear (for hygiene reasons).
- Custom-made, personalized, or bespoke products.
- Digital downloads, gift cards, or software licenses.
3. The Return Process
If you wish to return an item, you must follow our mandatory multi-step approval process:
Step 1: Submit a Request
Do not ship items back without authorization. Contact our customer service team at liryn@atradagroup.com with your order number, clear photos or videos of the item, and the reason for the return.
Step 2: Receive Return Authorization
If your request meets our eligibility criteria, we will issue a Return Merchandise Authorization (RMA) number and provide the official return shipping address:42 adams drive, welshpool wa 6106, western australia, australia.
Step 3: Package and Ship
Pack the item securely. Write the RMA number clearly on the outside of the package. You must use a trackable shipping service and purchase shipping insurance. We are not responsible for return shipments that are lost or damaged in transit.
4. Return Shipping Costs
- Customer Responsibility: You are responsible for paying your own shipping costs for returning your item. Shipping costs are completely non-refundable.
- Defective or Wrong Items: If you receive a defective, damaged, or incorrect item, you still must return the physical item to us. However, upon inspection and verification of the defect, we will reimburse reasonable standard return shipping fees along with your product refund.
5. Inspection and Refund Approval
Once your returned package is received at our facility, it will undergo a thorough quality check:
- Notification: We will send you an email to notify you that we have received your returned item.
- Inspection Window: Inspection may take up to 5 business days from receipt.
- Approval/Rejection: We will notify you of the approval or rejection of your refund based on the item’s condition.
Approved Refunds
If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (e.g., credit card, PayPal) within 7 to 14 business days, depending on your financial institution’s processing times.
Rejected Returns
If the item is found to be used, damaged by the customer, missing parts, or not in its original packaging, the return will be rejected. No refund will be issued, and the item will be sent back to you at your expense.
6. Exchanges and Replacements
We only replace items if they arrive defective, damaged, or incorrect from our warehouse. If you need to exchange an item for the same product, send an email to liryn@atradagroup.com.
Just like our refund process, the original defective item must be physically shipped back to us before a replacement item is dispatched. We do not ship out replacement goods while you retain the original product.
7. Cancellation Policy
Orders can only be canceled within 2 hours of placement, provided they have not yet been processed or handed over to our logistics partners. Once an order has been shipped, it cannot be canceled. You must wait to receive the package and initiate a standard physical return process as outlined in this policy.
8. Statutory Rights (Australian Consumer Law)
For customers purchasing within Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
However, even under statutory guarantees, we reserve the right to inspect the goods physically at our address below to assess the validity and scale of the failure before providing a remedy.
9. Contact Details
For all questions regarding returns, tracking, or to initiate an authorized return request, please contact our team:
- Company Name: Atrada Group Pty Ltd.
- Website: atradagroup.com
- Contact Email: liryn@atradagroup.com
- Return Address: 42 adams drive, welshpool wa 6106, western australia, australia
- Contact Phone: +(61)8 94706725