Returned and Undeliverable Packages
Returned and Undeliverable Packages
1. Returned and Undeliverable Packages (Australia Post)
We ship all orders via Australia Post. Occasionally, a parcel may be returned to us or marked as undeliverable. This section explains what happens in those situations.
Reasons a parcel may be returned include:
• The shipping address provided is incomplete or incorrect.
• The parcel is not collected from the Post Office or parcel locker within the holding period.
• Delivery was attempted but no safe place was available and it was not collected.
• The parcel is refused by the recipient.
• For international orders: customs fees or import duties are unpaid and the parcel is returned.
Please double-check your delivery address at checkout, including unit number, street type, and postcode, to avoid delays and return-to-sender fees.
When a parcel is returned to Fusion Reactors by Australia Post, we will:
1. Inspect the package to confirm its condition; and
2. Contact you by email using the address on your order to let you know it has been returned and discuss next steps.
Returned parcels can be handled in one of two ways:
A. Reshipment
• We can resend the parcel to an updated or confirmed address.
• In most cases, a new shipping fee will apply, as the original Australia Post charge has already been used.
• We will send you a payment link or invoice for the re-shipping cost before sending the parcel again.
B. Refund (if reshipment is not wanted or feasible)
• If you prefer not to have the parcel resent, or we do not hear back from you within a reasonable time, we may offer a refund in store credit for the product cost only.
• Original shipping costs are not refundable on undeliverable/returned parcels where the address or collection issue was not our error.
• If the item returns to us in damaged condition due to being unclaimed or mishandled during the return journey, we may deduct a reasonable amount to reflect the damage or offer store credit instead, depending on the situation.
This does not limit your rights under the Australian Consumer Law where the parcel was returned due to an error on our side or a problem with the product itself.
Once a parcel is lodged with Australia Post and a tracking number is provided:
• Responsibility for transit time and delivery attempts sits with Australia Post.
• We will assist with tracking inquiries, but we are not responsible for delays caused by weather events, public holidays, network disruptions, or local delivery conditions.
If Australia Post marks the parcel as “Return to Sender” for one of the reasons described above, it will be processed as a returned/undeliverable package under this policy.
To help prevent your parcel being sent back:
• Double-check your name, unit number, street number, street name, suburb, state and postcode at checkout.
• Use an address where someone is usually available or consider a Parcel Locker / Parcel Collect service.
• Keep an eye on your Australia Post tracking and any “Attempted Delivery” or “Awaiting Collection” notifications.
• Contact us quickly if you believe there is an issue with the address before the order ships.
2. International Customers (Customs, Duties & Undeliverable Parcels)
For international customers, please be aware that any item shipped outside Australia from Fusion Reactors may incur additional customs import fees, duties, and taxes, which are usually assessed upon arrival in the destination country.
• These customs fees, import duties, and taxes are not charged or collected by Fusion Reactors.
• They are set and collected by your local customs authority and/or the carrier.
• You, as the recipient, are responsible for paying these fees directly to the carrier or customs office when required.
We strongly recommend that you contact your local customs office to verify duty and tax rates before making your purchase so that you are aware of any extra costs involved with importing your collectibles and light kits.
These fees are not a valid reason for refusing or returning a package and are not covered by Fusion Reactors’ Returns, Exchanges & Warranty Policy.
If an international delivery is refused due to customs/import fees or taxes, or the carrier is unable to deliver because those fees remain unpaid:
• The parcel may be returned to Fusion Reactors by the carrier; and
• Any customs fees, import taxes, return shipping fees, and handling charges that are billed back to us may be deducted from any refund due to you.
If the parcel is returned in good condition, we may refund the product cost only, minus any charges described above. Original outbound shipping costs are not refundable for refused or undeliverable international shipments.
Any international items that are abandoned by the carrier, destroyed by customs, or otherwise not returned to Fusion Reactors will be considered lost and no refund will be issued.
Please be aware that international purchases that are refused, abandoned, or not cleared through customs are generally not eligible for a full refund. This does not affect any rights you may have under applicable consumer laws in your country.