Returns and Refunds

Last updated: 21 October 2026

At The Inclusive Movement, we want you to feel informed and supported when purchasing from us. If something is wrong with your order, please contact us so we can help.

This policy explains returns and refunds for our physical products and digital resources. It also explains how to find cancellation information for training, events, programs, hire and consulting.

Your rights under Australian Consumer Law

Our products and services are covered by consumer guarantees under Australian Consumer Law. Nothing in this policy removes or limits those rights.

Products must meet the guarantees that apply to them, including being of acceptable quality, matching their description and being suitable for a purpose you discussed with us before purchasing.

If a product has a major problem, you can choose a refund or replacement. Examples include a product being unsafe, substantially different from its description, or unsuitable for its usual purpose where it cannot be fixed easily within a reasonable time.

For a minor problem, we can arrange a free repair or choose to provide a replacement or refund. If we cannot resolve it within a reasonable time, you have further rights, which may include a refund or replacement.

You may also be entitled to compensation for reasonably foreseeable loss caused by a failure to meet a consumer guarantee.

These rights also apply to sale items, personalised products and purchases made online.

Faulty, damaged, incorrect or missing products

Please contact us if:

  • Your product arrives damaged or develops a fault.

  • You receive the wrong item.

  • An item is missing from your order.

  • Your purchase is substantially different from its description.

  • Your order has not arrived within the agreed or a reasonable delivery timeframe.

We will investigate the issue and explain the next steps. We may need to assess a product before determining the appropriate solution.

Please tell us about problems as soon as reasonably possible. We do not impose a blanket seven-day or 30-day limit on consumer guarantee claims. The relevant timeframe depends on the product and the circumstances.

Change of mind

We do not offer returns, exchanges or refunds simply because you change your mind, purchase the wrong item or no longer need your purchase.

This includes custom-made and personalised products. Your consumer guarantee rights still apply if those products are faulty, incorrectly supplied or do not match what was agreed.

If you notice an ordering mistake, contact us promptly. We will check whether the order can be changed or cancelled before it is dispatched, supplied or produced, and explain any options available.

Digital downloads and resources

Digital purchases may include downloadable resources, printable activities, electronic publications and recorded learning materials.

We do not offer change-of-mind refunds once digital content has been supplied or made available to you.

However, digital purchases are still covered by applicable consumer guarantees. Please contact us if:

  • Your download link does not work.

  • A file is missing, damaged or cannot be opened using the software specified.

  • You receive the wrong resource.

  • The content or access provided does not match its description.

We will investigate and arrange an appropriate solution, such as restoring access, supplying a corrected file or providing a refund where required.

If a format or accessibility barrier prevents you from using your purchase as described, please let us know so we can discuss support and suitable options.

Courses, events, programs and other bookings

For courses, webinars, events, Happy Hub sessions or memberships, room hire, equipment hire and consulting, please refer to the cancellation, transfer and refund conditions provided before purchase or in your agreement.

Those conditions do not override Australian Consumer Law.

If a service has a major failure, you may be entitled to cancel and receive a refund for the affected services, allowing for any services already provided satisfactorily, or retain the service with an appropriate reduction in price.

For a minor service problem, we will have an opportunity to fix it free of charge within a reasonable time.

If we cancel a booking and cannot provide the agreed service, we will refund the undelivered portion unless you choose an alternative arrangement, such as a transfer or credit.

How to request help

Contact us using whichever option works best for you:

Where possible, please provide:

  • Your name and order or booking number.

  • The product or service involved.

  • A short explanation of the problem.

  • Your preferred outcome.

  • Photos or screenshots, if helpful and practical.

We may ask for proof of purchase. This can include an order confirmation, receipt, bank transaction record or another reasonable way of showing that the purchase was made from us.

You do not need to provide a lengthy explanation or know which legal remedy applies before contacting us.

Returning a physical product

Please contact us before posting an item so we can confirm the return address and arrangements.

For a consumer guarantee claim, you do not need the original packaging. Please package the item securely enough for transport.

Where we confirm a product problem covered by consumer guarantees, we will cover reasonable return costs. Keep any postage or transport receipts so we can reimburse you.

If returning a faulty item would involve significant cost because of its size, weight or installation, we will discuss suitable collection or transport arrangements.

We will not charge a restocking fee for a return required under consumer law.

How refunds are paid

Refunds are generally returned using the original payment method, unless we agree otherwise with you.

Where you are entitled to a refund, you do not have to accept store credit instead.

We will explain the refund amount and let you know when it has been processed. The time it takes to appear in your account will depend on your bank or payment provider.

Accessible communication and support

You are welcome to ask for written communication, plain language, help from a support person or another communication option.

You can also contact us through the National Relay Service.

If you are unsure how to explain the problem, start with a short message. We can work through the details together.

If your concern remains unresolved

Please let us know if you are unhappy with how your request has been handled. We will explain our response and the next steps available.

You can also seek information or assistance from Consumer Protection Western Australia or read about your rights on the ACCC website.