Refund & Returns Policy – Mate Tools (xjunoz.com)
Last updated: 23 October 2026
Your Australian Consumer Law guarantees
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 limits or excludes those rights.
1. Faulty, damaged or incorrect items
If an item arrives damaged, is faulty, or is not what you ordered:
- Contact us within 48 hours of delivery with your order number and photos of the item and packaging;
- We arrange and pay for the return shipping;
- You choose a replacement, repair or full refund (including any delivery costs you paid).
A failure is a major failure if the item is unsafe, significantly different from its description, or cannot be fixed within a reasonable time. In that case you are entitled to a refund or replacement regardless of how long you have owned the item, provided the failure was not caused by misuse.
2. Change of mind returns
If you simply change your mind, you may return an item within 30 days of delivery, provided that:
- The item is unused, undamaged and in its original packaging with all accessories;
- You can show proof of purchase;
- The item is not an excluded product (see below).
For change-of-mind returns, return shipping is at your cost, and we refund the item price (original delivery fee is not refunded). We may reduce the refund if the item has diminished in value through handling beyond what was needed to inspect it.
Excluded from change-of-mind returns: electrical test equipment with opened packaging (e.g. multimeters with used leads) for hygiene and safety reasons, and any item marked as final sale. This does not affect your ACL rights if the item is faulty.
3. How to request a return
- Email 250649345@qq.com with your order number, the reason for return, and photos if the item is faulty or damaged;
- We reply within 2 business days with return instructions and a return address;
- Post the item back. For faulty items we provide a prepaid label.
4. Refund processing
Once the returned item is received and inspected (usually 1–2 business days after arrival), we issue your refund to the original payment method within 5–10 business days, depending on your payment provider.
5. Warranty claims beyond 30 days
All Mate Tools products carry a 12-month warranty (see each product page). A warranty claim follows the same process as above — contact us with your order number and a description of the fault, and we will repair, replace or refund according to your rights under the Australian Consumer Law.
6. Contact
Returns and warranty: 250649345@qq.com (Mate Tools). We answer every email within 2 business days.