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Australian Consumer Law (ACL) Compliance Policy

1. Commitment to Australian Consumer Law

We are committed to complying fully with the Australian Consumer Law (ACL), which forms part of the Competition and Consumer Act 2010.
This policy outlines the rights of consumers and our obligations when providing goods and services through our website.

Nothing in this policy is intended to exclude, restrict, or modify any consumer rights guaranteed under Australian law.

2. Consumer Guarantees

Under the Australian Consumer Law, consumers are entitled to certain guarantees when purchasing goods from our store. These guarantees include that goods must:

  • Be of acceptable quality

  • Be fit for their intended purpose

  • Match their description and any representations made

  • Be free from defects, unless clearly disclosed

These guarantees apply automatically and cannot be waived.

3. Remedies for Major and Minor Failures

If a product fails to meet a consumer guarantee, customers are entitled to remedies as follows:

Major Failure

A major failure occurs when the product:

  • Has a serious defect

  • Is significantly different from its description

  • Is unsafe

  • Cannot be repaired within a reasonable time

In the case of a major failure, customers are entitled to choose between a refund or a replacement, or may seek compensation for any reasonably foreseeable loss.

Minor Failure

For minor failures that can be remedied, we may offer a repair, replacement, or refund within a reasonable timeframe.

4. Returns and Refunds Under ACL

Returns and refunds provided under the Australian Consumer Law apply regardless of any store return policy.

Proof of purchase may be required to process a claim under ACL.

Refunds approved under ACL will be processed within 1–5 business days after the returned item has been received and verified.

5. Exclusions and Limitations

The Australian Consumer Law does not apply to:

  • Change-of-mind returns

  • Damage caused by misuse, neglect, or improper care

  • Normal wear and tear

  • Issues clearly disclosed prior to purchase

These exclusions do not affect rights where a product has a major or minor failure under ACL.

6. Process for Making a Consumer Law Claim

To make a claim under Australian Consumer Law, customers should:

  • Contact us by email with the order number

  • Provide a clear description of the issue

  • Include photos or supporting information where applicable

Each claim will be reviewed individually to ensure a fair and timely resolution in accordance with ACL requirements.

7. Compliance and Transparency

We ensure that all product descriptions, pricing, and representations on our website are accurate, clear, and not misleading.

All interactions with customers are handled transparently, fairly, and in good faith, in line with Australian consumer protection standards.

8. Customer Support

For questions regarding consumer rights, guarantees, or remedies under Australian Consumer Law, customers may contact our store using the details below.
The contact format remains consistent across all policies.

Email: revenue@pinemypad.com
Phone: +65 (802) 45068
Address: APT BLK 346 YISHUN AVENUE 11 #04-111, SINGAPORE 760346, SINGAPORE
Business Hours: Monday to Friday, 8:00 AM – 4:00 PM
Service Region: Australia

We are committed to respecting and upholding consumer rights while providing a fair, transparent, and reliable shopping experience.