Refund policy

Returns & Refunds

Last updated: 5 November 2026

Your rights under the Australian Consumer Law

Our goods 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.

Change of mind


You may cancel your order for a full refund, including for change of mind, before we have placed your order with our manufacturer. Please email us as soon as possible if you wish to cancel.


Once your order has been placed with our manufacturer, we generally do not accept cancellations, returns or exchanges for change of mind, for example if you no longer want the item or ordered the wrong size. Please check the product details and size guide before ordering.


This does not affect your rights if an item is faulty, damaged, not as described, or not what you ordered. Nothing in this policy limits your rights under the Australian Consumer Law.

Faulty, damaged, incorrect or not as described

Please contact us if your EURUS garment, cooling fans or battery:

  • arrive damaged
  • are faulty or stop working properly
  • do not match the description on our website
  • are not the item you ordered

Major failures

If the problem is a major failure, you can choose a refund or a replacement.

Problems that are not a major failure

If the problem is not a major failure, we will fix it within a reasonable time. We may choose to repair the item, replace it, or refund you.

If we refuse to fix the problem, or do not fix it within a reasonable time, you can:

  • have the problem fixed by someone else and ask us to pay the reasonable costs, or
  • reject the item and choose a refund or a replacement.

You may also be entitled to compensation for any other reasonably foreseeable loss or damage.

There is no fixed deadline for raising a problem. Your rights under the Australian Consumer Law last for a reasonable period, depending on the product, its price and how it has been used.

How to make a claim

  1. Email us at support.eurus@gmail.com.
  2. Include your order number, the name on the order, and a short description of the problem.
  3. If you can, add photos or a short video. This helps us resolve your claim faster.

We will reply with the next steps.

Before sending anything back

Our products are shipped from our manufacturing partner overseas, so please contact us before returning any item. We will confirm:

  • whether a return is needed, as some problems can be resolved without one
  • the safest way to send the item
  • where to send it

Returns sent without contacting us first may be delayed or lost. This step is to arrange your return properly and safely. It does not limit your rights under the Australian Consumer Law.

Return shipping costs

If your item is faulty, damaged, not as described, or we sent the wrong item, we will cover the reasonable cost of returning it. Where possible, we will provide a prepaid return label or arrange collection.

If returning the item would cost you a significant amount, for example because it cannot be posted safely, we will collect it at our own cost within a reasonable time.

If you have already paid reasonable costs to return an item with a problem, please keep your receipt and we will reimburse you.

28V lithium battery: safety check before return

Lithium batteries are subject to strict transport and safety rules. Please do not send the 28V battery, by itself or with the garment, until we have confirmed a safe return method with you.

Before any battery is returned, we will:

  1. check its condition with you
  2. confirm whether it needs to be returned at all
  3. give you packing and shipping instructions, or arrange collection

If the battery is damaged, swollen, leaking, hot or smells unusual, stop using it, do not charge it, keep it away from flammable materials, and contact us. A damaged battery may not be safe to post. In that case we will arrange a safe alternative at no cost to you, without affecting your rights.

Refunds

Approved refunds are made to your original payment method for the full amount paid for the item. Your bank or card provider may take extra time to show the refund in your account.

Contact

EURUS
Email: support.eurus@gmail.com