ORDER SUPPORT
If an order arrives damaged, contains the wrong item or has another problem, email admin@falconpeps.com with your order number and a description of the issue.
What to include
- Your order number and checkout email address.
- The item and quantity affected.
- A description of what happened, with photographs where useful.
- Whether the parcel or item packaging was damaged.
Keep the item and its packaging while we work through the issue. Contact us before posting anything back so that return arrangements can be confirmed.
Your rights
Nothing in these terms limits rights that cannot be excluded under the Australian Consumer Law. Where consumer guarantees apply, the appropriate remedy depends on the problem. A major failure can entitle you to choose a refund or replacement. Other remedies may apply for a minor failure. See the ACCC’s guidance on repairs, replacements and refunds.
Order changes and cancellations
If you need to change or cancel an order, contact us as soon as possible. We will check its payment and dispatch status before confirming the next step. A submitted request does not itself cancel an order.
Payment problems
If you sent the wrong bank reference, made a duplicate transfer or have an expired or incomplete cryptocurrency payment, contact us with your order number and payment details. Do not make another payment until the existing payment has been checked. Never include banking passwords, wallet seed phrases or private keys.