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Refund Policy

This Refund Policy sets out our practices concerning refunds of goods and services, purchased or provided through our websites (www.karazmatiq.com.au and talent.sweetrelease.agency). In this Refund Policy the terms “we”, “us” and “our” refer to the Entertainer ' Kara Zmatiq ' and the Entertainment Manager ' Sweet Release Agency '  (ABN 74 539 906 219).

Refunds or exchanges for goods or services are not available for change of mind.

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Refunds or exchanges are not available and service contracts cannot be cancelled, if the problem was outside our control.

Cancellation of a service contract, refunds or exchanges are not available if you:

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  • insisted on having a service provided in a particular way, against our advice; or

  • failed to clearly explain your needs to us.

 

All services that you receive under a service contract that worked as expected, must be paid for in full.

 

Refunds or exchanges are available only if the good has a major problem, such as when the item:

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  • Is faulty,

  • Does not match the sample;

  • Does not match the description;

  • Does not do what we said it would; or,

  • Does not do the specific job or achieve the specific purpose you advised us, before purchase, that you wanted the item for.

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Refunds or cancellations of a service contract are available only if service has a major problem, such as when the service was:

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  • provided with an unacceptable level of care and skill;

  • unfit for the purpose you asked for; or

  • not delivered within a reasonable time when there is no agreed end date.

 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your good must be unused and in the same condition that you received it. It must also be in the original packaging.


Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

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  • Gift cards

  • Downloadable software products

  • Some health and personal care items


To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

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  • Book with obvious signs of use

  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

  • Any item that is returned more than 30 days after delivery


Refunds (if applicable)


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)


If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@sweetrelease.agency (for goods) or talent@sweetrelease.agency (for services).

Sale items (if applicable)


Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@sweetrelease.agency and send your item to: Sweet Release, Level 1, 1 Queens Road, South Melbourne, VIC 3006 Australia

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: Sweet Release, Level 1, 1 Queens Road, South Melbourne, VIC 3006 Australia

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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Last update: 15/01/2022

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