Refund policy

Return and Refund Policy

Last updated: 17 July 2026

We want you to be satisfied with your purchase from 12K CARBON. This policy applies in addition to any rights you may have under the Australian Consumer Law and other applicable consumer protection laws. Nothing in this policy excludes, restricts or modifies rights that cannot lawfully be excluded.

30-day change-of-mind returns

You may request a change-of-mind return within 30 days after delivery. To be eligible, the item must be unused, uninstalled, unmodified and in the same condition in which it was received, with its original packaging, labels, accessories and proof of purchase.

Before sending any item back, email CARBON@12kgroup.com with your order number, the item you wish to return and the reason for the return. Returns sent without prior authorisation may be refused or delayed.

Damaged, defective or incorrect items

Please inspect your order promptly after delivery and contact us as soon as reasonably possible if an item is damaged, defective, materially different from its description or incorrect. Include your order number and clear photos or video where appropriate.

Where appropriate, our preferred first remedy is to arrange a replacement. However, this preference does not limit your rights under the Australian Consumer Law. If a product has a major failure, you may be entitled to choose a refund or replacement. For a minor problem, we may provide a repair or replacement within a reasonable time. We will reimburse reasonable return shipping costs where required by law or where we confirm that the item was defective, damaged in transit or supplied incorrectly.

Items that cannot be returned for change of mind

Change-of-mind returns are not accepted for custom-made or specially ordered products, gift cards, or products that have been installed, used, altered, drilled, cut, painted or damaged through misuse or incorrect installation. These exclusions do not apply where a remedy is required under applicable law.

Return shipping

For an approved change-of-mind return, the customer is responsible for return shipping costs and for ensuring that the item is securely packaged. Original shipping charges are not refundable for change-of-mind returns. We recommend using a tracked and insured service.

Authorised returns must be sent to: 1233 Canterbury Road, Punchbowl, New South Wales, 2196, Australia. Please do not send a return until you have received return instructions from us.

Refunds

We will inspect the returned item and notify you of the outcome. If a refund is approved, it will normally be issued to the original payment method within 10 business days. Your bank or card provider may take additional time to process and display the refund. If more than 15 business days have passed since we approved your refund, contact CARBON@12kgroup.com.

Order cancellations

If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellation after an order has entered processing or has been dispatched.