AU Focus
Legal

Shipping & Returns

**Last Updated: 16/10/2026

1. Shipping Policy

1.1 Shipping Locations

We currently ship to:

  • Australia
  • New Zealand

1.2 Processing Time

Orders are processed on the same day, or in rare circumstances 1 business day after payment confirmation. Orders are not shipped or delivered on weekends or public holidays.

If we experience a high volume of orders, shipments may be delayed by a few days. If there is a significant delay, we will contact you via email.

1.3 Courier Used

For any orders placed on www.borntoroam.com.au we strictly only use Australia Post.

1.4 Shipping Times

Estimated delivery times:

  • Standard Shipping (Australia): 2 – 6 Business Days
  • Express Shipping (Australia): 1 – 3 Business Days
  • International Shipping (New Zealand Only): 5 – 10+ Business Days

Delivery times are estimates only and may vary due to carrier delays, weather, or customs processing.

1.5 Shipping Costs

We charge a flat rate of $15 shipping fee at the checkout, which is displayed before purchase.

1.6 Tracking

Once your order has been processed and has shipped, you will receive a tracking number via email.

1.7 Incorrect Address

Please ensure your shipping address is correct. We are not responsible for orders delivered to an incorrect address provided by the customer.

2. Refund Policy

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
  • Compensation for any other reasonably foreseeable loss or damage
  • A repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure

2.1 Major Failures Include:

  • The product is unsafe
  • The product is significantly different from its description
  • The product does not do what it is supposed to do and cannot be fixed easily

2.2 Foreseeable Loss or Damage

Under the Australian Consumer Law, compensation for foreseeable loss or damage refers to losses that were reasonably predictable as a result of a failure of the goods supplied.

Foreseeable loss or damage does not include damage caused by:

  • Incorrect use, handling, or storage of the product
  • Failure to follow instructions or warnings provided with the product
  • Accidental damage caused by the customer after delivery
  • Damage caused while opening the packaging, including the use of sharp objects or excessive force

If a product is damaged due to the actions of the customer after delivery, this is not considered a failure under Australian Consumer Law, and a refund, replacement, or compensation for loss or damage will not be provided.

This clause does not limit or exclude any rights you have under the Australian Consumer Law but clarifies that compensation applies only where the loss or damage is caused by a fault in the goods supplied and not by customer misuse or handling.

3. Returns Policy

3.1 Change of Mind Returns

We accept change-of-mind returns within 14 business days of delivery, provided the item is:

  • Unused and in original condition
  • In original packaging
  • Accompanied by proof of purchase

Return shipping costs are the responsibility of the customer unless the item is faulty.

3.2 Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 14 business days of delivery with:

  • Your order number
  • A description of the issue
  • Photos or videos showing the fault (if applicable)

We will assess the issue and arrange a refund, replacement, or repair in accordance with ACL.

3.3 Return Process

To start a return:

  1. Contact us at support@aufocus.com.au
  2. We will provide return instructions
  3. Once received and inspected, we will notify you of the outcome

4. Refunds

Approved refunds will be processed back to your original payment method within 5 business days.

Please note:

  • Shipping fees are non-refundable unless the item is faulty
  • Your bank or payment provider may take additional time to process the refund

5. Contact Us

For any questions regarding shipping, returns, or refunds, please contact:

Aufocus

Email: support@aufocus.com.au

Phone: (03) 8597 0396

Address: 59 Capella Crescent, Moorabbin, Victoria 3189