Refund policy
1. OUR COMMITMENT TO YOU
At UNSA Shop, we’re all about supporting students and creating a positive experience, whether you're buying tech, grabbing some merch, joining a membership, or making a donation. This policy is here to help you understand your rights, what to expect, and how we handle returns, refunds, warranties, and more. We follow Australian Consumer Law and aim to keep things fair, transparent, and student friendly.
If you ever have questions or need help, we’re just a message or call away.
2. DEFINITIONS
‘UNSA Shop’ refers to our online store operated by the University of Newcastle Students' Association (‘UNSA’), offering tech, merchandise, memberships, and donation options.
‘Consumer Guarantees’ refers to the legal rights under Australian Consumer Law that protect you when buying goods and services. These guarantees ensure products are safe, work as expected, and match their description.
‘Faulty Product’ means an item that is broken, defective, unsafe, or doesn’t work as described. Examples include laptops that won’t turn on, chargers that overheat, or merchandise with manufacturing defects.
‘Warranty’ a promise that a product will work as intended for a set period. UNSA Shop offers a 12-month warranty on tech items, in addition to your consumer guarantee rights.
‘Change of Mind’ means when you decide you no longer want an item after purchase, even though it’s not faulty. These returns are handled differently and may not be eligible for a refund.
‘Donation’ means a voluntary contribution made to support UNSA programs and services. Donations are non-refundable and not tax-deductible, as UNSA Shop does not hold Deductible Gift Recipient (DGR) status.
‘Membership’ refers to a paid subscription or registration that gives you access to UNSA services or benefits. Memberships are non-refundable and non-transferable unless there’s a major issue.
‘Major Issue’ refers to a serious fault that makes a product or service unusable, unsafe, or significantly different from what was promised. This may entitle you to a refund or cancellation.
3. TECH PRODUCTS (LAPTOPS, ACCESSORIES, ETC.)
You're covered by Australian Consumer Law, which means if something:
· Doesn’t work properly
· Isn’t what you expected
· Isn’t safe
· Doesn’t match the description
…you’re entitled to a repair, replacement, or refund.
Examples of Faulty Tech
· A laptop that won’t turn on.
· A charger that overheats or doesn’t charge.
· A keyboard with broken or missing keys.
· A device that keeps crashing or has software issues not mentioned; and/or
· A product that arrives damaged or clearly used when sold as new.
Warranty Information
All tech items come with a 12-month warranty covering defects. Even after that, you may still be covered under consumer law depending on the issue. You can find specific information on warranty and associated terms and conditions for the Laptops for Less Program .
4. MERCHANDISE (CLOTHING, ACCESSORIES, ETC.)
We want you to love your merch! If something arrives damaged or isn’t what you ordered, we’ll fix it.
Returns for Faulty or Incorrect Items
· Let us know within 7 days of receiving your order.
· Item must be unused and in original condition; and
· We’ll cover return shipping for faulty or incorrect items.
Change of Mind
We do not offer refunds on any of our products for change-of-mind-purchases. However, we may offer an exchange or store credit if:
· You contact us within 3 days of receiving your goods.
· The item is unworn, sealed, and in its original packaging; and
· You cover the return shipping (postal tracking required).
5. DONATIONS
As a not-for-profit charity, we are so grateful for your support and investment in our work! Donations help fund vital student programs and services and are therefore non-refundable.
Donation Receipts
· You’ll receive an email receipt right after your donation is processed.
· Need a copy? contact us
with your name and donation details.
· Please note: While the UNSA Shop is part of a registered charity, we do not currently hold Deductible Gift Recipient (DGR) status. This means donations are not tax-deductible at this time.
6. MEMBERSHIPS
Memberships help keep our community strong and connected. Here's what you need to know:
Non-Refundable & Non-Transferable
· Memberships are non-refundable once purchased, unless there’s a major issue (e.g. the service wasn’t delivered, or wasn’t fit for purpose).
· Memberships are non-transferable and cannot be exchanged for other products or services.
· Memberships to UNSA Clubs and Societies are not managed by UNSA or the UNSA Shop. Therefore, customers should reach out directly to the relevant club or society for information on memberships, returns, refunds etc. UNSA and the UNSA Shop accept no responsibility for memberships other than those listed in our storefront.
Cancellation Rules
You can cancel your membership at any time, but refunds will only be considered if:
· The membership was not provided with reasonable care or skill.
· It was not fit for the purpose it was sold for; or
· It was not delivered within a reasonable time, and no end date was agreed.
If eligible, you may receive a partial refund based on the unused portion of the membership. You can reach out to our customer service team directly by clicking contact us with your request. Our team will review each request on a case-by-case basis and aim to advise on the outcome within 30 days of receiving your email.
7. RETURN SHIPPING COSTS
We want you to have the best experience possible when purchasing from our shop so here’s the deal with shipping:
Shipping Costs We Cover
· Faulty or incorrect items
We’ll either reimburse you for the shipping or send you a prepaid label.
Shipping Costs We Don’t Cover
· Change-of-mind returns
We require you to cover the full cost of shipping including mandatory inclusion of parcel tracking. Once you have sent your parcel you should send this information to our email with your details, purchase order information etc.
8. ACCESS TO YOUR PERSONAL INFORMATION
Information on how we manage and store your personal information can be found in our Privacy Policy Occasionally, we may also send you marketing information based on your purchase history or send you important information about your outstanding orders. You may opt out of any marketing using the standard mechanisms in the corresponding material.
9. NEED HELP WITH A PURCHASE OR HAVE ANOTHER QUESTION?
Reach out to us at:
📞 Phone: (02) 4921 6006
📍 Office Location: UNSA, Callaghan Campus, University of Newcastle, NSW
Please include:
· Your order number.
· A quick description of the issue; and
· Photos or screenshots (if relevant).
We’ll get back to you within 3 business days and aim to resolve things within 7 business days.
10. STILL NOT HAPPY?
If we can’t resolve your issue, you can contact: