This Refund Policy (“Policy”) applies to the following purchases: purchases made through www.eisainitiative.com.au

1. General

  1. We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
  2. Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
  3. Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

2. Australian Consumer Law

  1. Under the Australian Consumer Law:

i. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled

  1. to cancel the purchase; and
  2. to a refund for the price of the goods; and
  3. compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.

ii. If the failure with the service does not amount to a major failure, you are entitled to to a re-supply of the goods within a reasonably time, or to cancel the purchase and be provided with a refund of any price paid.

  1. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
  2. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
  3. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
  4. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
  5. This Policy is governed by the laws of New South Wales, Australia, and you agree to submit to the non-exclusive jurisdiction of the courts of New South Wales for any disputes arising from this Policy.
  6. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
  7. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.
  8. For digital products and services, a major failure includes circumstances where the product is completely inaccessible for more than [6] consecutive hours, more than [50]% of promised content is unavailable, the product does not meet core specifications described at purchase, or critical security issues prevent use. We will investigate and respond to major failure claims within [DAYS] business days.
  9. For minor failures of digital products or services, we will provide a reasonable opportunity to remedy the failure within [3] business days of notification. If we fail to remedy the minor failure within this timeframe, you may be entitled to terminate the agreement and receive a pro-rata refund for any unused portion of the service period.
  10. Where you claim a major failure under clause 2.i, you must provide us with reasonable evidence of the failure, including screenshots, error messages, timestamps, or other documentation demonstrating the inaccessibility or non-functionality. We may request additional information to assess your claim within [2] business days of receiving your initial notification.
  11. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

3. Cancellation and Change of Mind

  1. We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.

4. Products Damaged During Delivery

  1. Under the Australian Consumer Law:
  1. Please contact us as soon as possible.
  2. Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
  1. We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 3 business days from the date of receiving the product.

5. Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

  1. You misused the said product in a way which caused the problem.the problem was caused by your misuse of the product, an accidental or intentional act on your part, or a failure to follow the instructions provided in the ‘How to Use’ documentation. If you are unsure if your issue falls under an exception, please contact us at Support@eisainitiative.com.au so we can assist with troubleshooting first.
  2. You knew or were made aware of the problem(s) with the product or service before you purchased it.
  3. You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
  4. Any other exceptions that apply under the Australian Consumer Law.
  5. For digital products and services, you have accessed, downloaded, or used the product in any way, unless the product has a major failure under the Australian Consumer Law that cannot be remedied.
  6. For the purposes of clause 5.e, ‘used’ means cumulative access exceeding [60] minutes, downloading more than [50]% of available materials, or viewing more than [50]% of content, as verified by our system access logs maintained in accordance with our record-keeping obligations.
  7. If you access the digital product below the usage thresholds specified in clause 5.f, you remain eligible for a refund provided you contact us within [7] days of purchase, have not exceeded any single threshold, and provide proof of purchase. Exceeding any single usage threshold disqualifies you from a refund unless the product has a major failure under the Australian Consumer Law that cannot be remedied.
  8. We reserve the right to update the usage thresholds specified in clause 5.f by providing
    [30] days’ written notice to existing customers via email to the address provided at purchase. Updated thresholds will apply only to purchases made after the notice period expires, and will not apply retrospectively to products purchased before the change takes effect.
  9. If you dispute our usage determination, you may request a detailed access report within [14] days of being notified of the refund denial, which will show your specific usage metrics including login timestamps, session duration, file downloads, and content viewing records maintained in our system logs.
  10. We will provide the detailed access report requested under clause 5.h within [5] business days of receiving your request. The report will be provided in a clear, readable format (PDF or CSV) and will include explanatory notes to help you understand the usage metrics. If you believe the report contains errors, you may submit a formal dispute in writing within [7] days of receiving the report, and we will investigate and respond within [10] business days.
  11. If you remain unsatisfied after our investigation response under clause 5.j, you may request escalation to management by emailing Support@eisainitiative.com.au with ‘Dispute Escalation’ in the subject line within [7] days of receiving our investigation response. Management will review your dispute and provide a final determination within [10] business days, including a detailed explanation of the decision and information about external dispute resolution options available under the Australian Consumer Law.
  12. Misuse includes: (a) attempting to reverse-engineer, decompile, or modify the product; (b) sharing login credentials or access with unauthorised users; (c) using the product for purposes explicitly prohibited in the documentation; (d) ignoring critical safety or usage warnings provided in the How to Use documentation; or (e) deliberately damaging or corrupting product files. We will provide written evidence of misuse (e.g., access logs, documentation screenshots) before denying a refund claim.
  13. Notwithstanding the exceptions listed in this Section 5, if a digital product or service has a major failure as defined in Section 2.i of this Policy, you remain entitled to a refund, repair, or replacement under the Australian Consumer Law, regardless of prior access, usage, or misuse claims. The exceptions in this Section 5 apply only to non-major failures or claims that do not qualify as major failures under the Australian Consumer Law.
  14. If you dispute whether your issue constitutes a major failure, please contact us at Support@eisainitiative.com.au for assessment. We will investigate your claim within [5] business days and provide written determination explaining whether your issue qualifies as a major failure under the Australian Consumer Law and what remedies you are entitled to receive.

6. Shipping Costs for Returns

  1. In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.
  2. If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under
    the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
  3. If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.

7. Response Time

  1. We aim to process any requests for repairs, replacements or refunds within 10 business days of receipt.
  2. If we cannot resolve your claim within the specified timeframe, we will provide you with a written explanation and a revised timeline for resolution.
  3. We will keep you informed of the progress of your claim through written updates at least every 5 business days until resolution is achieved.
  4. If your claim requires technical assessment or third-party verification, we will notify you within 2 business days of identifying this requirement and provide an estimated timeframe for completion, which will not exceed 15 business days from the date of notification.
  5. If you fail to provide complete documentation or proof of purchase within 5 business days of our request, we may suspend processing of your claim until all required information is received.

8. How to Return Products

  1. You can contact us using the contact email provided at the end of this Policy to discuss a return using the information.
  2. Unless otherwise defined, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original
  3. All approved refunds will be processed within [2] business days, with funds appearing in your original payment method within [5] business days thereafter, and you will receive email confirmation containing the refund reference number and expected processing
  4. If funds do not appear in your account within [7] business days of the refund approval date, you must contact us immediately at Support@eisainitiative.com.au with your refund reference number to initiate a payment trace investigation.
  5. We will provide written notification via email to your registered address within [1] business day if your refund request is declined, including specific reasons for the decision, relevant policy provisions, and your right to dispute the decision through our internal review process or external dispute resolution mechanisms under Australian Consumer Law.
  6. To be eligible for a refund, repair or replacement, you must provide proof of
  7. Acceptable proof of purchase includes: (a) original order confirmation email from Support@eisainitiative.com.au; (b) invoice or receipt showing your name, order date, and product description; (c) transaction ID from your payment method; or (d) credit card or bank statement excerpt showing the transaction to eisainitiative.com.au.
  8. You may be required to provide a government issued identification to qualify for a refund, repair or replacement.for high value transactions exceeding $1500 AUD
  9. Government-issued identification (such as a driver’s licence or passport) may be required solely to verify your identity and prevent fraudulent refund claims, with all identification details securely stored in accordance with our Privacy Policy and retained for [12] months before secure deletion.
  10. If you cannot locate your original proof of purchase, we can verify your purchase using your email address, transaction ID, or name and order date by contacting Support@eisainitiative.com.au, with verification completed within [3] business days and written explanation provided if verification fails.
  11. If you dispute our verification outcome, you may request escalation to management within[7] business days by emailing Support@eisainitiative.com.au with “Verification Dispute” in the subject line, and management will conduct a secondary verification review examining alternative records and respond with a final determination within [5] business days.
  12. You have the right to request access to, correction of, or deletion of your identification data at any time by contacting Support@eisainitiative.com.au, and we will respond to such requests within [10] business days in accordance with the Privacy Act 1988 (Cth).
  13. We will not share your identification data with third parties except as required by law, and any such disclosure will be limited to the minimum information necessary to comply with legal obligations, with written notice provided to you within [2] business days unless prohibited by law.

9. Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: Support@eisainitiative.com.au.

10. Dispute Resolution Process

We are committed to resolving any concerns promptly and fairly. If you have a complaint: (1) contact us at Support@eisainitiative.com.au with your order details; (2) we will acknowledge receipt within [3] business days; (3) we will investigate and respond within [10] business days; (4) if unresolved, request escalation to management; and (5) if unresolved after [14] days, you may contact the Australian Competition and Consumer Commission or seek alternative dispute resolution.

11. Management Escalation and External Resolution

If your complaint is not resolved within [10] business days, you may request escalation to our management team by emailing [Support@eisainitiative.com.au] with your original complaint reference number. Management will review your case and provide a written response within [5] business days. If unresolved after [14] days total, you may contact the Australian Competition and Consumer Commission at www.accc.gov.au or call 1300 302 502, or seek alternative dispute resolution through [Resolution Institute (Australia)]. We will cooperate fully with any external investigation.

Throughout the escalation process, we will maintain detailed records of all communications, decisions, and actions taken, which will be made available to you upon request within [2] business days. You have the right to be accompanied by a support person during any discussions with management, and we will provide all correspondence in plain language to ensure you fully understand the resolution process and outcomes.

12. Escalation Triggers and Management Review Criteria

Management escalation is appropriate when: (a) you dispute the initial assessment of your claim;
(b) you believe the response did not adequately address your concerns; or (c) you request a second opinion on a refund denial. When requesting escalation, please include your original complaint reference number and a brief summary explaining why the initial response was inadequate. Management will review all documentation, provide a written response explaining the decision and any remedies offered, and maintain records of all escalation decisions for quality assurance purposes.

13. Record Keeping and Documentation

We will maintain comprehensive records of all complaints, including your initial submission, our investigation findings, correspondence exchanged, and resolution outcomes for a minimum of [7] years in accordance with Australian Consumer Law requirements. You may request copies of these records at any time by emailing [Support@eisainitiative.com.au] with your complaint reference number, and we will provide them within [5] business days. These records may be used to demonstrate our good faith efforts in resolving disputes and will be made available to regulatory authorities upon request.

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