Refund policy

Last updated: 13 November 2026

This policy applies to goods you buy from The Callighan Store, which is operated by MCM PRO GROUP PTY LTD (ABN 37 628 881 167), trading as The Callighan Store ("we", "us", "our").

Please also read our Shipping Policy and Terms of Service.

This policy applies to orders placed on or after the "Last updated" date above. If you ordered under an earlier version of this policy, we will honour the version that applied when you placed that order, as well as your rights under the Australian Consumer Law.

1. Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law (ACL), which is Schedule 2 to the Competition and Consumer Act 2010 (Cth). Those rights apply in addition to this policy and cannot be taken away by a store policy, a manufacturer warranty, or our terms.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The consumer guarantees include that goods will be of acceptable quality, match their description, and be fit for any purpose we told you about or that you made known to us before you bought them. Sale, discounted and clearance items have the same consumer guarantee rights as full-priced items, unless a fault was clearly disclosed to you before you bought the item.

If a guarantee is not met, you are entitled to a remedy. The remedy depends on whether the problem is minor or major:

If the problem is minor, we can choose to repair the item, replace it, or refund you, within a reasonable time.
If the problem is major, or cannot be fixed within a reasonable time, you can choose a replacement or a refund, or keep the item and receive compensation for any drop in value. You may also be entitled to compensation for other reasonably foreseeable loss or damage.

A major problem includes where the item is unsafe, is significantly different from its description, cannot be used for its normal purpose (or a purpose you told us about) and cannot easily be fixed within a reasonable time, or has a serious problem (or several smaller problems) that would have stopped a reasonable consumer from buying it if they had known.

These guarantees are not limited to 30 days, and they are not limited to any manufacturer warranty period. How long they last depends on the nature and price of the goods and how long it is reasonable to expect them to last.

You can read more about your consumer rights on the ACCC website and on the NSW Fair Trading pages about repairs, replacements and refunds.

2. Change of mind

In addition to your rights under the Australian Consumer Law, we offer a limited change-of-mind return. This is a goodwill offer, not a legal requirement.

You may return an eligible item if you have simply changed your mind, provided that:

you contact us within 14 days of delivery at info@mcmprogroup.com or on 0401 368 578, and include your order number;
the item is unused and unopened, in its original packaging, with all parts, accessories and manuals included, and in a saleable condition; and
the item is not in an excluded hygiene or safety category listed in section 7.

Do not send the item back until we have given you a return authorisation (RA) and a return address. Returns go to the supplier's warehouse we nominate, not to our Northmead business address. See section 6.

For a change-of-mind return:

you pay the return freight;
the original outbound delivery fee is not refunded; and
we deduct a restocking fee of 10% of the item price.

We will refund the balance of the item price to the same payment method you used, after we have received the item and checked that it meets the conditions above.

If the item arrives used, opened, incomplete, damaged, or not in its original packaging, or if it was sent without an RA or to the wrong address, we may refuse the change-of-mind refund and may send the item back at your cost.

If the item is faulty, not as described, or otherwise fails to meet a consumer guarantee, this change-of-mind offer does not apply. Section 3 applies instead, including in relation to return costs, and we will not charge this restocking fee.

3. Faulty, not as described, or otherwise not meeting a consumer guarantee

3.1 How to make a claim

Email: info@mcmprogroup.com
Phone: 0401 368 578

Please include:

your order number (or other proof of purchase, such as your confirmation email or a bank or card statement);
your name and contact details;
the product name and, if the item has one, the serial number;
a clear description of the problem and when you first noticed it; and
clear photos and, where it would help show the problem, a short video. For an electrical or electronic item, please also photograph the serial number label if it is visible.

You do not need to return an item in its original packaging to make an Australian Consumer Law claim, but keeping the packaging, manuals and accessories helps us assess the claim and, for transit damage, claim on the courier.

Please do not throw the item away, attempt unauthorised repairs, or send it anywhere until we have given you instructions. If the item is disposed of before we can assess it, we may not be able to provide a remedy, except to the extent the Australian Consumer Law still requires us to.

3.2 Assessment before a remedy

We have the right to assess an item before we provide a remedy. Because we do not hold stock, assessment is usually carried out by our supplier or by the manufacturer's authorised service agent. We will not unreasonably delay this.

A remedy is not provided automatically on request. If assessment shows a failure to meet a consumer guarantee:

for a minor problem, we will repair, replace or refund the item, at our choice, within a reasonable time;
for a major problem, you choose the remedy, as set out in section 1.

If assessment shows there is no relevant failure — for example, the item is working as it should, the issue was caused by misuse, accidental damage after delivery, improper installation or assembly, or fair wear and tear — we do not have to repair, replace or refund it under the Australian Consumer Law. See sections 3.4 and 5.

3.3 Return costs for genuine faults

You should not have to pay to return goods that fail to meet an Australian Consumer Law guarantee where it is not reasonable for you to do so.

For items that can reasonably be posted or easily returned (for example, a small accessory), we may ask you to send the item to the return address we give you. If the item is confirmed to have a problem, we will reimburse reasonable return costs you have already paid if you keep the receipt.
For items that are large, heavy or hard to move — including televisions, beds, mattresses, furniture and installed or major appliances — we will arrange collection or return at our cost, within a reasonable time.

We will give you a return authorisation and the correct return address before anything is sent back. See section 6.

3.4 When a remedy is not required

Under the Australian Consumer Law, we do not have to repair, replace or refund an item because you changed your mind, or because you found it cheaper elsewhere.

We also do not have to provide a remedy if the problem was caused by:

misuse, abuse or abnormal use;
accidental damage after the item was delivered, including drops, knocks, liquid spills, cracks or impact damage (for example, a television panel cracked by a knock after delivery);
improper installation, assembly or modification, or use contrary to the manufacturer's instructions;
lack of reasonable care or maintenance;
fair wear and tear; or
a fault or limitation that was clearly disclosed to you before you bought the item.

A technician's or authorised agent's report may be used as part of this assessment. Impact damage, liquid ingress, missing or altered serial numbers, or signs of unauthorised repair can indicate misuse or damage after delivery rather than a manufacturing fault or transit damage.

4. Damage or shortage on arrival (transit damage)

Please inspect the outer box when the courier hands the item over, and inspect the item itself as soon as you reasonably can.

For large or high-value items — including televisions, furniture, beds, mattresses and major appliances — the courier will usually require a signature. Before you sign:

check the carton for crushing, punctures, tears, wetness or broken packing straps;
if the box looks damaged, note the damage on the courier's docket or handheld device, take photos of the box on the doorstep, and then inspect the contents; and
if the damage is obvious and serious, you may refuse the delivery. Please photograph the box and the courier label, and contact us straight away.

If you notice damage, a shortage, or that the wrong item was delivered, contact us within 48 hours of delivery (or of the courier's attempted delivery, if you refused it) at info@mcmprogroup.com. Please include:

your order number;
photos of the outer box (all sides if possible, including the shipping label), the inner packaging, and the damaged or missing item; and
the serial number if the item has one.

The 48-hour window is so we can lodge a claim with the courier and the supplier while their own reporting deadlines still apply. It does not take away your rights under the Australian Consumer Law if a fault or hidden transit damage only becomes apparent later. Please still report those problems as soon as you reasonably can.

A signature on delivery is a record that the consignment was handed over. It is not a finding that the item inside was perfect. We use the delivery record, your photos, the packaging, and the serial number recorded on dispatch together when we assess a claim.

If you asked the courier or us to leave a parcel without a signature (an "authority to leave"), and the courier's records show it was delivered, it is harder to prove loss or damage after that point. We do not recommend authority to leave for large or high-value items. We may refuse an authority-to-leave request for those items.

5. "No fault found" returns

If you return an item for assessment and it is found to have no relevant fault — or the problem was caused by misuse, accidental damage after delivery, improper installation or fair wear and tear — we may ask you to pay the return freight and a reasonable inspection or collection cost.

If we intend to do this, we will give you a reasonable estimate of those costs before the item is collected or sent back, so you can decide whether to go ahead. If you have already paid reasonable return costs and a problem is confirmed, we will reimburse those costs as set out in section 3.3.

6. Return authorisation and where to send items

Do not send an item back until we have given you a return authorisation (RA) and a return address.

We do not hold stock at our business address. Returns must not be sent to 14-16 Murray St, Northmead NSW 2152. That address is not a warehouse and cannot accept parcels. Any item sent there may be refused, returned, delayed or lost.

The return address we give you will be the relevant supplier's or authorised service agent's warehouse in Australia. The address can differ by product and by supplier. We remain the seller, and you should deal with us, not the supplier, about your claim.

If an item is sent back without an RA, or to the wrong address:

we may not be able to identify or process it, and it may be refused or sent back;
this does not cancel any Australian Consumer Law rights you have — contact us and we will issue an RA and the correct address; and
extra freight caused by sending an item to the wrong address, or sending it without an RA after we have asked you to wait for instructions, may be your cost, except to the extent the Australian Consumer Law requires otherwise.

Please include all accessories, manuals and, where you still have it, the original packaging, and mark the RA number on the consignment (not on the product itself).

7. Items that cannot be returned for change of mind

For hygiene and safety reasons, the following are not eligible for a change-of-mind return once they have been unsealed, opened, unpackaged or used:

mattresses, mattress toppers, pillows, quilts, sheets and towels;
baby feeding products (including bottles, teats and breast pumps), dummies, potties and nappies; and
coffee capsules, pods, beans and other food or consumables.

An item in these categories that is still unused and in its original unopened, factory-sealed packaging may be considered under section 2, except where the nature of the product means we cannot safely accept it back. These items are still covered by the Australian Consumer Law if they are faulty or otherwise fail to meet a consumer guarantee.

8. Manufacturer warranties

Many products also come with a manufacturer's warranty. That warranty is in addition to, and does not replace, your rights under the Australian Consumer Law. A manufacturer's warranty period ending does not necessarily end your consumer guarantee rights.

You can ask us to help with a warranty claim, or you may be able to claim directly with the manufacturer. If a repair or assessment is best done by the manufacturer's authorised agent, we may arrange that. We will not tell you that you must only deal with the manufacturer for a problem that is covered by the Australian Consumer Law. We remain responsible for meeting the consumer guarantees on goods we sell.

Manufacturer warranties often do not cover misuse, accidental damage, unauthorised repairs, or use contrary to the instructions. Follow the care and installation instructions supplied with the product.

9. How refunds are paid

Where a refund is due, we will pay it to the same payment method you used, unless we agree another way with you. We do not offer store credit instead of a refund that the Australian Consumer Law requires.

For a major failure, a refund is the amount you paid for the item. We will not deduct an amount for the use you have already had of a faulty item.

Refunds are processed after assessment is complete (and, where the item is being returned, after it has been received and inspected), within a reasonable time. Please allow several business days for the refund to appear, depending on your bank or payment provider.

If we refund an item because it fails to meet a consumer guarantee, we will also refund the original delivery fee that applies to that item, and we will not deduct the change-of-mind restocking fee.

For a change-of-mind refund under section 2, we refund the item price less the 10% restocking fee. The original outbound delivery fee is not refunded, and you pay the return freight.

10. Chargebacks and payment disputes

If you have a problem with an order, please contact us first so we can assess it and provide any remedy you are entitled to.

If you raise a chargeback or payment dispute, we may give the payment provider our records, including the order, payment, dispatch, tracking, delivery signature or scan, photographs, serial numbers and any assessment report. We will dispute chargebacks that we reasonably believe are unfounded or fraudulent. This does not stop you using any dispute right your payment provider or the law gives you.

11. Contact us

The Callighan Store
MCM PRO GROUP PTY LTD (ABN 37 628 881 167)
14-16 Murray St, Northmead NSW 2152
Email: info@mcmprogroup.com
Phone: 0401 368 578

If we cannot resolve a consumer guarantee dispute, you can contact NSW Fair Trading on 13 32 20, or visit the ACCC.