Complaint Handling

Our Commitment

At Wadorth, we are dedicated to providing exceptional customer service and ensuring your satisfaction with our products. We acknowledge the importance of addressing any complaints promptly and fairly. Our team is committed to investigating all complaints thoroughly and responding in a timely manner.

How to Submit a Complaint

If you have a complaint, please contact us through one of the following channels:

Our support team is available Monday to Friday, 9 AM to 5 PM AEST.

What Information to Include

To help us resolve your complaint efficiently, please include the following information:

  • Your order number
  • A detailed description of the issue
  • Your desired remedy (e.g., refund, replacement, repair)
  • Any supporting evidence, such as photos or correspondence

Response Timeframe

We aim to acknowledge receipt of your complaint within 2 business days. A full response will be provided within 10 to 15 business days, depending on the complexity of the issue.

Complaint Categories

Product Quality / Defect

If your complaint involves a defective product, the Australian Consumer Law guarantees apply. Please refer to our Refund Policy for more details.

Delivery Issue

For delivery issues, the Australian Consumer Law section 61 requires that goods be delivered within a reasonable time. Remedies may include a refund, re-delivery, or cancellation.

Incorrect Item

If you received an incorrect item, we will arrange for a replacement or refund at no extra cost to you.

Privacy Concern

If your complaint relates to privacy, you may escalate the matter to the Office of the Australian Information Commissioner (OAIC). Please see our Privacy Policy for more information.

Marketing Complaint (Unsolicited)

For complaints regarding unsolicited marketing, remedies under the Spam Act 2003 may apply.

Escalation Paths if Not Resolved Internally

If we are unable to resolve your complaint internally, you may consider the following escalation paths:

  • Product/Consumer Rights: Contact the ACCC at accc.gov.au or your state fair-trading office, such as NSW Fair Trading, Consumer Affairs Victoria, or the Office of Fair Trading QLD.
  • Privacy: Contact the Office of the Australian Information Commissioner at oaic.gov.au or call 1300 363 992.
  • Payment Dispute: Contact your financial institution or the Australian Financial Complaints Authority (AFCA).

Record Keeping

We maintain records of complaints for the purpose of improving our services. Please refer to our Privacy Policy for details on how we handle your personal information.

Accessibility of Complaint Channels

We strive to make our complaint channels accessible to all customers. Our responses are provided in plain English to ensure clarity and understanding.

Last Updated: July 2026