Warranty & Consumer Guarantees
This page explains what cover comes with a Same Side purchase, what to do if something goes wrong, and the rights you have that we cannot limit. It should be read alongside our Refund & Return Policy.
What every order includes
Every product sold by Same Side is covered by:
- A 30-day return window, running from the date your order is delivered, for change of mind as well as faults.
- A 7-day fault reporting window for items that arrive damaged, defective, or not as described, with a replacement, exchange or full refund at your choice and return postage paid by us.
- Statutory consumer guarantees, which apply automatically and have no fixed expiry date. These are explained below.
We do not sell extended or paid warranty plans, and we do not add a separate manufacturer's warranty period on top of the cover set out above.
Your consumer guarantees
If you are in Australia, the Australian Consumer Law gives you guarantees that cannot be excluded, restricted or modified by anything we write on this website. Among other things, goods must be:
- of acceptable quality — safe, durable, free from defects, and doing what that kind of product ordinarily does;
- fit for any purpose we told you about or that you told us about before you bought;
- a match for their description, sample or demonstration model.
These guarantees are not limited to 30 days. They last for a reasonable period given the nature of the product and what was paid for it. A solar garden light is expected to last longer than a seasonal decoration, and the law reflects that.
If a product fails to meet a consumer guarantee you are entitled to a repair, replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. Where the failure is major, the choice of remedy is yours.
If you are outside Australia, the mandatory consumer protection law of your own country applies in the same way, and takes priority over the terms on this site wherever it gives you stronger rights.
What is not covered
Ordinary wear and tear is not a fault. Neither is damage caused by misuse, accident, incorrect assembly, unauthorised modification, or use outside what a product is designed for — for example placing an indoor lamp outdoors, or leaving a product rated for shelter fully exposed to weather. Consumable parts such as batteries have a naturally limited life. None of this displaces your consumer guarantees where a genuine fault exists.
How to make a claim
- Email support@sameside.store with your order number, a description of the problem, and photos or a short video of the item and its packaging.
- We will respond within 1–2 business days and tell you what happens next. We do not require you to contact the manufacturer.
- If a return is needed we will send instructions and a return address. For faulty, damaged or incorrect items we cover return postage.
- Approved refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank.
You can also use the form on our Contact page.
Contact
Same Side
Email: support@sameside.store
10 Garnet Street, Cooroy QLD 4563, Australia
ABN: 12 917 631 966
Support hours: Monday to Sunday, 9:00 AM – 5:00 PM (AEST)
