Refunds & Returns

Updated 6 September 2026.

Your Australian Consumer Law rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you may choose a refund or replacement, and may be entitled to compensation for reasonably foreseeable loss or damage. For a minor problem, we may repair the goods without charge within a reasonable time; further rights apply if that does not happen.

The change-of-mind fees, packaging condition and 15-day window below do not restrict remedies for faulty, unsafe, damaged or misdescribed goods. Original packaging is not required for an ACL claim. Contact us, as your retailer, for help; you do not need to pursue the manufacturer instead.

For a product problem, provide proof of purchase and describe what happened. We may ask for photographs or information to assess the problem. Where goods have a confirmed consumer-guarantee problem, we cover reasonable return costs. Contact us before arranging postage so we can confirm the return or collection process.

Change-of-mind returns — the store's optional policy

Products purchased from this website can be returned within 15 days from the original purchase date. The original policy measures this period from purchase, not delivery. The product must be in its original packaging and you must have a receipt, order confirmation or other proof of purchase. Purchases from another retailer are not covered by this optional policy.

• AUD $39 per order is deducted for the original packing and handling.
• Original shipping charges are excluded from the change-of-mind refund.
• You pay tracked return postage to the original warehouse from which your parcel was sent. Contact us for the destination and instructions before sending anything; it may differ between products.
• These conditions apply to a change of mind, finding a better price, ordering the wrong item, an item no longer being needed or an item not fitting, where there is no consumer-guarantee problem.

How to arrange a return

Email theteam@stemlearning.net.au with your order number, the product, reason for return and proof of purchase. We will provide the applicable warehouse address and return instructions. Keep the tracking receipt and send us the tracking details. Do not post returns to either corporate office address without instructions.

Refund processing

Refunds are processed within 24 to 48 hours after receipt of the returned item, subject to the return assessment; payment-provider processing can take longer. Refunds use the original payment method. A credit for future purchases is used only if you request it.

Change-of-mind cancellations

Contact us as soon as possible, within 12 hours of placing the order, if you want to change or cancel it. Cancellation is available only before packing and dispatch processing has begun. The existing terms state a 12.5% service and processing fee for an eligible change-of-mind cancellation. Once packing or dispatch has started, use the returns process instead. The cancellation fee does not limit any right to cancel or receive a remedy under the Australian Consumer Law.

Wrong, damaged or missing items

Contact us promptly about damage, missing parts, an incorrect item or a parcel that has not arrived. Prompt contact helps us investigate; it does not impose a new deadline on your statutory rights.

Read the ACCC guidance on repair, replacement and refunds. For help with your order, contact our team.