Refund policy

Refund & Return Policy

We want you to love your Light Strike set. If something isn't right, here's how we'll help.

Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

Faulty, damaged or incorrect items
If your order arrives faulty, damaged, or isn't what you ordered (wrong item or colour), email our customer support agent at alexfongonline@gmail.com with:
- your order number
- a short description of the problem
- clear photos or a short video showing the issue
Please let us know as soon as you can, ideally within 7 days of delivery, so we can sort it out quickly. Once confirmed, we'll send you a free replacement or give you a full refund, whichever you prefer. You won't need to pay any return shipping for faulty, damaged or incorrect items.

Lost parcels
If your tracking hasn't updated for more than 15 days, or your parcel is confirmed lost, contact us and we'll send a replacement or give you a full refund.

Change of mind returns
If you change your mind, you can return your order within 14 days of delivery, as long as it is unused, in its original packaging, and includes all parts (blasters, vests, belts and screwdriver). Do not send items back without contacting us, as we can't process returns we don't know about.
- Return shipping for change of mind returns is paid by you. We recommend using a tracked service, as we can't be responsible for returns lost in transit.
- Once we receive and check the item, we'll refund the product price to your original payment method. Original shipping costs and shipping protection are not refundable for change of mind returns.

Orders that can't be refunded
- Change of mind returns that are used, damaged by misuse, missing parts, or sent back after 14 days.
- Parcels returned to us because the shipping address entered at checkout was incorrect or incomplete, or because the carrier couldn't contact you. In this case we can reship your order if you cover the new shipping cost.
This doesn't affect your rights for faulty items under the Australian Consumer Law.

Cancellations
Orders are sent to be processed very quickly. If you need to cancel or change your order, email us within 12 hours of ordering and we'll do our best. Once an order has shipped, it can't be cancelled, but you can still return it under the change of mind policy above.

Batteries
Batteries are not included with Light Strike. Each blaster takes 2 × AA and each vest takes 3 × AA. A set not working because batteries are missing or flat isn't considered a fault, but if your set doesn't work with fresh batteries, contact us and we'll help.

Refund timing
Approved refunds are processed within 5 business days and go back to your original payment method. Depending on your bank, it can take a further 3–10 business days to appear.

Shipping protection
If you added shipping protection to your order, lost, stolen or damaged-in-transit parcels are covered, and we'll reship or refund your order straight away once you let us know.

Contact
Questions? Email our customer support agent at alexfongonline@gmail.com and we'll get back to you within 1–2 business days.