Return and Refund Policy
Last Updated: April 25, 2025
At SALS3.com, we want you to be completely satisfied with your purchase. If you are not happy with what you bought, you may be eligible for a return and refund by following the simple steps outlined in this Return and Refund Policy.
1. How do I make a return?
You can make a return by following these steps:
I. Log into your SALS3.com account on our website or app to request a refund. If you do not have an account, click on "Save your Order" in your SALS3.com order email to initiate a return.
II. Go to "Your Orders" and select the order you want to return. Click on the "Return/Refund" button.
III. Choose the items you would like to return and specify the reason for the return. Depending on the reason selected, you may be asked to provide additional information about the order. Once completed, click the "Next Step" button to proceed.
IV. If you do not need to return the items, simply select your refund method. You may choose to receive a SALS3.com credit balance or be refunded via your original payment method. After selecting, click "Submit."
V. If you need to return your items, you will be provided with a return label. Return shipping is free for your first return on every order within 90 days from the date of purchase, with some exceptions.
VI. Carefully package all the returned items into one package and use the return label provided. Make sure the original barcode for each item is included. If the barcode is missing, please place the item in a transparent bag before packaging.
VII. Please ensure your return package is postmarked within 14 days after you submit your return. Otherwise, the return process will be terminated. The return label provided will only be valid for shipping within Australia (security-restricted areas such as military bases are excluded).
VIII. Once your return package is ready, print and attach the return label to the outside of the package. Drop it off at your nearest PARCELPOINT or Australia Post location, and your return process is complete.
IX. You can track the status of your refund through your order details page or receive updates via SALS3.com SMS, email, or push notifications.
2. Is the return shipping free?
Return shipping is free on your first return of one or multiple returnable items for every order within the return window.
- If you need to return an oversized or overweight item, you may opt for self-sending the return. You will need to pay the shipping cost upfront and then contact us for reimbursement. Once the returned items pass the quality inspection, we will reimburse you with an equivalent amount of SALS3.com credits, which will be added to your credit balance.
- When applying for a return, you might be offered the opportunity to receive a partial refund without returning the item(s). If you accept this offer, one free return will be deducted from the number of free returns available for that order.
- If you have already returned items from an order and would like to return additional items from the same order, you can still do so as long as the return window has not closed.
- To avoid paying additional fees, we recommend that you return all items from the same order in one shipment.
- For the second and subsequent returns from the same order, you can still use the return label we provide, but a AU$9.00 shipping fee will apply. This fee will be deducted from your refund.
3. Where can I find the return label after applying?
You can find your return label in two different locations in "Your Orders":
- Method 1:
Click on "All Orders" → "Print your return label and start return" → Click on "Print return label".
- Method 2:
You may also click on "Returns" → "Print return label" → To download and print your return label.
4. How long do I have before making a return?
You can return items within 90 days of purchase, with some exceptions:
I. Items that can't be returned:
- Clothing items that have been worn, washed, or damaged after delivery, or have had their tags or hygiene stickers removed.
- Grocery and food products.
- Some health and personal care items.
- Some free gifts.
- Some customized products.
- Some underwear orders.
II. The return window for most electronics is 45, 60, or 90 days from the date of purchase depending on the seller.
If an item is eligible for a return and refund, you may return it within the return window.
You must send your return package back within 14 days of submitting your return request. You cannot return items after the return window has closed.
5. Refunds
I. You may receive an advanced refund, where we will issue the refund after you drop off your return package. If the items are not returned, or the returned items do not pass quality inspection, we may charge your original payment method. The advanced refund will be granted based on your shopping history and at our sole discretion.
II. For refunds of returned items, we will process your refund after the items are received and pass quality inspection.
III. Please note that if the returned item is used, damaged, missing parts/accessories, or was damaged due to improper packaging during return shipping, the refund will be reduced to compensate for the lost value of the item.
IV. Refunds of missing items: Find the corresponding order in the support center, then select "missing item/parts" to apply for a refund or contact customer service/the seller for help.
V. Refunds of a package showing as delivered but not received: Find the corresponding order in the support center, then select "package shows delivered but not received" to apply for a refund, or contact customer service/the seller for help.
VI. Depending on your financial institution, refunds can take 5-14 business days (up to 30 days) to be credited to your original payment account. The original shipping fee and import tax are not refundable if your return is not a result of SALS3.com’s or the seller's fault. The insurance costs, if any, are also non-refundable. The sign-on delivery fee, if any, is not refundable if the items have been delivered successfully.
VII. You can choose to accept SALS3.com credits instead of a refund to the original payment method.
Refunds to SALS3.com credits are faster than your original payment method.
SALS3.com credits have no expiration date.
Refunds to SALS3.com credits typically cannot be reversed once processed.
Typically, SALS3.com credits cannot be redeemed for cash and can only be used for purchases on SALS3.com.
For more information about SALS3.com credits, please visit: [About credit balance].
6. Refund Timeline
Once the refund is processed, your financial institution will need additional time to have it reflected in your account. Please refer to the following table for more details.
7. Important Notice
I. The address attached to your package is NOT the return address you should use. If you send the return package to any other address, the processing time for your return may be delayed. You should send the return package to the address on the return label provided with your purchase.
II. Please make sure that you do NOT accidentally include any items in your return package that you do not wish to return. If you have accidentally included a wrong item, please contact Customer Service. We cannot promise that wrong items will be found and returned, and we do not store or provide refunds or compensation for such items.
III. According to applicable laws, the customer has statutory warranty rights for a period of time from the delivery of the product to obtain the implementation of the legal conformity guarantee in the event of defects in conformity or hidden defects of the delivered products. In the case of used goods, the warranty period may be shorter. Please contact Customer Service if you have passed the return window and encountered such a case.
If you have any questions regarding returns or this policy:
For local warehouse items: Please reach out to the seller by navigating to "Return Details" and selecting "Contact the seller".
For all other items: Please contact our customer service.