Returns and Refunds Policy
We believe in fair service and full transparency under Australian Consumer Law.
Introduction
At SettleBox, we want you to feel completely confident about your purchase.
If something isn’t right, we’re here to make it right.
This policy explains how returns, refunds, and replacements work for all SettleBox products.
Delivery Information
SettleBox provides tracked delivery Australia-wide to homes, apartments, universities and student accommodations.
Estimated Delivery Timeframes
- Standard delivery: 2–7 business days depending on destination and courier network
- Express delivery: Available at checkout, timeframe varies by region
- Deliveries occur on business days only (no Sunday delivery; limited Saturday delivery depending on suburb)
Delivery partners (such as Australia Post) manage final timeframes once the parcel is dispatched. You will receive a tracking link as soon as your SmartPack is on its way.
Pre-Order Dispatch Guarantee
If you place your SmartPack order 14+ days before your arrival date, we guarantee early dispatch to give your parcel the best chance of arriving before you land.
This dispatch guarantee applies to all SmartPacks.
- Courier networks determine delivery speed
- Exact arrival dates cannot be guaranteed
- Dispatch guarantee = We send it early, not that it arrives on a specific day
Partner Accommodation Deliveries
For approved partner accommodations:
- We work to have SmartPacks delivered 2–4 days before arrival
- Delivery may be made to reception, parcel lockers or mailrooms
- Some accommodations require internal processing before items are available for pickup
Internal accommodation processing can add 1–2 days to the availability of your parcel.
Authority to Leave & Collection Rules
Depending on your address and courier policy, parcels may:
- Require a signature
- Be left in a safe location (Safe Drop)
- Be taken to a local post office or courier collection point
If a parcel is taken to a collection point, your tracking link will show pickup instructions.
Public Holiday & Peak Season Delays
Courier networks often experience delays during:
- National public holidays
- State public holidays
- End-of-year peak season (Nov–Jan)
- Major online sales periods
- Extreme weather events
- Flight or freight capacity issues
These factors may extend delivery by several business days.
We recommend ordering early during peak periods to avoid delays.
If Unexpected Delays Occur
While delays are uncommon, they can occur due to:
- Courier backlogs
- Weather disruptions
- Flooding / fires
- Industrial action
- Road closures
- Flight cargo delays
- Incorrect address issues
If your delivery is delayed:
- We contact the courier on your behalf
- We keep you updated
- If express shipping was purchased and delayed beyond the carrier’s stated timeframe, we may refund the express fee.
- If you arrive before your parcel, we will guide you on temporary essentials until your
Your comfort matters, and we will always support you. SmartPack arrives
Incorrect or Incomplete Addresses
If an incorrect or incomplete address was provided:
- Contact us immediately to update your details
- If dispatched, redirection depends on courier rules (fees may apply)
- If returned to sender, we can resend once postage is paid
Unclaimed parcels are held for 14 days.
Refunds for Delivery Issues
A refund may be issued for:
- Items damaged during transit (photo evidence required)
- Items confirmed lost by the courier
- Severe delays where a parcel is not delivered within the carrier’s investigation period (usually 10–15 business days)
Change-of-mind refunds after dispatch are not available due to hygiene requirements.
Change of Mind
You may request a cancellation or refund before dispatch or within 7 days of delivery if your order is unused and in original packaging.
Return shipping for change of mind is the buyer’s responsibility.
Damaged or Faulty Items
If any item arrives damaged or faulty, please contact us within 7 days of delivery at kartik@settlebox.com.au.
We will arrange a replacement or refund according to the Australian Consumer Law.
Refund Processing
Refunds are processed to your original payment method within 5–7 business days after we receive and inspect your return.
How to Return
- Email kartik@settlebox.com.au with your order number and issue details.
- Our team will provide return instructions and address.
- Package the product securely to prevent damage in transit.
Customer Rights under Australian Consumer Law
You are entitled to a replacement, repair, or refund if a product is faulty, damaged, or not as described.
Our policy operates in line with the Australian Consumer Law (ACL), ensuring you are always protected.