Returns and Exchanges

Always shop with confidence at CueWorld


Shopping with confidence – it’s what we know you want.

When you shop with CueWorld, you enjoy confidence – the confidence of knowing that if you are not completely satisfied with your purchase, you can simply return it to CueWorld (within the original country of purchase) and we will provide you with an exchange, refund or repair within the guidelines outlined below.

This policy applies to all purchases made from CueWorld, online or instore.


Proof of Purchase


Please note that all returns, refunds, exchanges or repair requests must be accompanied by any of the following Proof of Purchase documents:


  • Original register receipt (no photocopies accepted)
  • Proof of Purchase (included with all online purchases and Click & Collect)
  • Original return/exchange receipt
  • CueWorld American Express Card statement
  • CueWorld American Express Platinum Card statement

Change of mind


If you have changed your mind about your purchase, CueWorld will be pleased to offer you a refund or exchange provided that:


  • You have produced satisfactory Proof of Purchase; and
  • The item is in a saleable condition (i.e. the original tags and labels are still attached, the item is in its original packaging (if any), and the item is unworn, unused and as sold); and
  • The item is not a Special Exception (see below):

If you are unable to provide satisfactory Proof of Purchase, CueWorld may, in its absolute discretion, provide you with an exchange to the current value of the item, provided that:


  • The item is in a saleable condition (i.e. the original tags and labels are still attached, the item is in its original packaging (if any), and the item is unworn, unused and as sold); and
  • We can verify that the item was originally purchased from CueWorld; and
  • The item is not a Special Exception (see below); and
  • Satisfactory Identification is presented at the time of the return. CueWorld will accept:
    • A current Drivers Licence, including Learners permit with photograph
    • Proof of Age card that is approved by the Government with photograph and signature within the seal
    • Blind Citizens Card with photograph
    • Australian, New Zealand or International Passport
    • Police, Government or Armed Services sealed identification card with photograph and signature within the seal
    • Pension cards for aged, invalid widows, supporting parents and carers; or
    • CueWorld American Express, CueWorld American Express Platinum with signature on the reverse as satisfactory identification

In the circumstance where you are unable to exchange an item, subject to authorisation from a Manager, CueWorld may in its absolute discretion provide you with a CueWorldOn-line Store Credit to the current value of the item.


Consumer guarantees


As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from CueWorld. In accordance with Australian or New Zealand Consumer Law, if the item has a major failure, you may reject the item and seek a refund or exchange, or you may keep the item and seek compensation for any drop in the value of the product.


Gift Cards/ Bonus items/Bundled items


All Gift Cards or bonus items attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned Gift Card, bonus or bundled item or utilised portion of any Gift Card will be deducted from any refund. 


Special Exceptions


Please choose carefully as we do not offer exchange or refund on the following items unless the item is faulty, significantly different from what was shown to you, not doing what it is supposed to do, in breach of manufacturer's warranties or consumer guarantees; or where otherwise required by law.


     Custom made and altered items


  • furniture
  • made-to-measure and altered garments
  • personalised products

      DVDs, computer software and accessories


  • CDs, DVDs
  • electronic games
  • computer software

Return Locations


The quickest and easiest way to return a product, whether purchased online or instore is to go to any CueWorld store (within the original country of purchase). 

For products purchased online in Australia, you may also return the item by sending it to:


PO Box 731
Kings Langley NSW, 2147


Please include your email correspondence along with your Proof of Purchase with your goods. An Online Customer Relations Assistant will call you to process your return once the goods have been received. CueWorld will not reimburse postage costs for returned items unless the item is faulty.


Payment Method


For all purchases made via Membership Rewards points, purchases made with PayPal and purchases made with CueWorld Gift Cards we will provide refunds to a CueWorld Returns Card that can be used instore and Online For all other purchases, CueWorld will refund using your original payment method, or, where appropriate and at CueWorld’ sole discretion, on a CueWorldon-line store credit.

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