Shipping policy
Shipping Policy
Effective Date: 29/07/2025
Our Shipping Policy forms part of, and must be read in conjunction with, our Terms & Conditions. It is important that you check your delivery details before completing your order. If any errors occur or issues arise, then these need to be reported to us immediately so that we can investigate.
Shipping Options and Rates
We ship domestically within Australia and internationally. Your orders will be dispatched and posted within [dispatching time frame] days.
Once dispatched, shipping time will vary depending on the type of shipping selected.
Standard Shipping
Standard shipping parcels are sent via [Standard Shipping Provider] at a cost of $10. Free standard shipping is available on orders over $100. Standard shipping takes [standard shipping time] days.
Express Shipping
Express shipping parcels are sent via [Express Shipping Provider] at a cost of $15. Express shipping takes [express shipping time] days.
International Shipping
International shipping parcels are sent via [International Shipping Provider] at a cost of [price]. International shipping takes [international shipping time] days.]
Please see below list of countries we currently ship to:
[ADD COUNTRIES]
Signature on Delivery
[Name of Shipping Provider] requires a signature unless you specify otherwise when placing your order. If you request a parcel, be left unattended, you do so at your own risk, unless you have provided an authority to leave at time of placing your order.
Additional fees, such as customs duties, taxes, or handling charges, may apply for international shipments. These fees are the responsibility of the customer and may vary depending on the destination country's regulations.
INTERNATIONAL SHIPPING AND CUSTOMS
For international shipments, please be aware that customs regulations, duties, taxes, and fees may apply. These charges are determined by the destination country's customs authorities and are the responsibility of the recipient. It is essential to comply with all customs requirements to ensure smooth delivery and avoid any delays or additional charges.
Please note that we are unable to influence or predict the amount charged for customs duties or taxes. We recommend contacting your local customs office for more information regarding applicable charges for your specific order.
Order Processing Time
We strive to process and pack your orders with care and efficiency. Please allow 3-5 days for order handling before they are ready for shipping. Once your order is prepared, you will receive a shipping confirmation email with tracking information.
Tracking and Confirmation
To keep you informed about your shipment's progress, we provide tracking numbers or links for all orders. Once your order has been dispatched, you will receive a shipping confirmation email containing the tracking details. You can use this information to track your package through our website or the carrier's tracking system.
Please note that it may take a short period for the tracking information to become available after the shipment has been processed.
Lost or Damaged Packages
While we take great care to ensure your packages reach you in perfect condition, unfortunate incidents may occur during transit. In the event that your package is lost or damaged, please contact our customer support within 14 days of the expected delivery date. We will initiate an investigation and work towards a resolution, which may include a replacement, refund, or insurance claim in accordance with our Returns and Refund Policy.
Returns and Exchanges
We want you to be completely satisfied with your purchase. If for any reason you need to initiate a return or exchange, please refer to our dedicated Returns and Refunds Policy for detailed instructions. The policy outlines eligibility criteria, timeframes, and any associated restocking fees, if applicable.
Customer Support
We value your satisfaction and are here to assist you with any shipping-related inquiries or issues. If you have questions or need assistance, our customer support team is available [mention hours of availability]. You can reach us via email at [email address] [or by calling [phone number]].
Policy Updates
This shipping policy is subject to change from time to time. Any revisions or updates will be communicated to you through our website or via email. It is recommended to review this policy periodically to stay informed about any modifications.
Disclaimer
Once a parcel has been delivered to your delivery address, we take no responsibility for any damage or theft that may occur. If you will not be present to accept delivery of your parcel or feel that your address is unsafe to leave a parcel unattended, we recommend sending your order to a work address.
Using a Work Address
If you are providing a work address, please always include the level (if a multi storey building) and the name of the company as your package will return to sender if you do not make these details clear.
Redelivery due to incorrect or incomplete address
We can redeliver parcels where address is incomplete, or has been incorrectly provided, however this will incur a delivery charge of $10 for standard registered post or $15 for express post.
No guarantee of delivery time
Please note that the delivery times specified are approximate and as provided by [shipping provider]. We cannot guarantee these delivery times.
By placing an order with us, you acknowledge and agree to comply with the terms and conditions outlined in this shipping policy.
If you have any questions or require further clarification, please feel free to reach out to our customer support team. We are dedicated to providing you with a positive and seamless shipping experience.
RETURNS AND REFUNDS POLICY
EFFECTIVE DATE: 01/02/2026
Beam Theory strives to ensure that all our customers are satisfied with their purchases. However, we understand that there are occasions when items may need to be returned for a store credit or refund (depending on the circumstances) so we have established the following policy to ensure this process is as simple as possible.
Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Terms & Conditions.
Please note: our Returns and Refunds Policy does not affect your statutory rights to return products that are incorrect, damaged or faulty/not fit for purpose.
WHEN CAN I INITIATE A RETURN
We ask that you let us know within 14 days of receiving your order that you wish to initiate a return via hello@beamtheory.com.au.
If a fault only becomes apparent later, notify us within 7 days of discovering the fault and within the product’s warranty period so we can assess the claim.
For manufacturing faults, see My Order Has a Manufacturing Fault (or I Think It Does) below. For the step‑by‑step process, see How to Return Products.
I RECEIVED THE WRONG ORDER
If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. We will ask you to return the incorrect product and let us know if you would like us to:
- send the correct item; or
- provide you with a refund.
Follow the steps in How to Return Products below.
MY ORDER WAS DAMAGED IN TRANSIT
Damaged Products (Damaged During Shipping):
Despite our best efforts and those of our shipping partners to protect your products during transit, damages can sometimes occur. If your product arrives damaged as a result of the shipping process, we want to make it right. We will ask you to provide images of the package delivery (i.e photo of the damaged box prior to opening) and let us know if you would like us to:
- send a replacement; or
- issue refund.
Follow the steps in How to Return Products below.
MY ORDER HAS A MANUFACTURING FAULT (OR I THINK IT DOES)
Email us as soon as the fault is discovered (and no later than the warranty expiry). We may request photos or ask that the item be returned for inspection. After confirming the fault, we will, at your option:
send a replacement, or
issue a refund.
See How to Return Products below for the return steps.
I have changed my mind, can I return my product?
If for any reason you are not completely satisfied with your purchase, we will happily accept returns if the item is unused, unopened and in the original packaging, which must be in the original condition.
Upon receipt, we will issue you with a refund, if you notify us within 14 days of purchase. Please note that we do not refund the postage fees for change of mind returns. Please see “HOW TO RETURN CHANGE OF MIND PRODUCTS” for details on how to return.
Can I return a sale item?
Unfortunately, we cannot accept returns for sale items or clearance items (unless they are faulty, damaged upon receipt or do not match the description of the product you ordered).
I ordered the wrong item - can I return it for a refund?
We will happily accept returns if the item is unused, unopened and in the original packaging, which must be in the original condition. Upon receipt, we will issue you with a refund, if you notify us within 14 days of purchase.
DO YOU NEED TO UNDERTAKE A QUALITY CHECK?
Yes. Upon receipt of a returned item reported as damaged or faulty, we will perform a quality check to confirm the issue and work with you to arrange the appropriate remedy (repair, replacement or refund, as required under the Australian Consumer Law). This check is crucial to ensuring that we address the issue appropriately and provide a solution such as a replacement, repair, or refund, depending on the specific case and customer preference. If the damage is confirmed to be due to shipping or a manufacturing defect, we will proceed with the corrective action at no additional cost to the customer.
HOW TO RETURN PRODUCTS
To return an incorrect, faulty or damaged product, please follow the simple steps below:
Let us know the issue and that you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via hello@beamtheory.com.au.
To ensure a smooth return process, please include your original receipt or proof of purchase and complete any necessary return authorisation forms provided by us. Items returned without proper documentation may be delayed in processing.
Pack and seal the item/s in their original shipping package and post them back to us.
Processing Times for Returns
Once we receive your returned item, please allow up to 7 business days for your return to be processed. Refunds or store credits will be issued only after the returned item has passed a quality check to confirm it meets our returns criteria. We will organise a refund or replacement depending on the option you have selected.
HOW TO RETURN CHANGE OF MIND PRODUCTS
To return a change of mind product, please follow the simple steps below:
Let us know you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via hello@beamtheory.com.au.
To ensure a smooth return process, please include your original receipt or proof of purchase and complete any necessary return authorisation forms provided by us. Items returned without proper documentation may be delayed in processing.
Pack and seal the item/s in their original shipping package and post them back to us.
Provided that we receive the products in their unused and unopened condition, we will arrange for a credit note to be provided. Your credit note is awarded after the return item has been received by Beam Theory. Please keep all email references regarding your credit note.
Should I return by Registered Post?
We recommend that you return the product via Registered post. Beam Theory will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.
WILL A RESTOCK FEE APPLY?
Restocking fees may apply in certain cases. If so, customers will be notified of any applicable fees or costs during the return process.
WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?
We will not refund postage costs for returned items except in cases where the return is due to an error on our part, such as if the item is damaged, faulty or incorrect. If you are returning an item due to personal preference or dissatisfaction where no error on our part has occurred, you will be responsible for covering the return postage costs.
DISPUTE RESOLUTION
Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.
POLICY UPDATES
We reserve the right to update or modify this Returns and Refund Policy at any time. Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.