Returns & Exchange Policy
It is important to us that you are happy with the products and service we provide you.
If for any reason you wish to exchange an item you have received, we happily offer exchanges as per our policy below.
Our exchange & refunds policy is strictly valid for 14 days from the day Australia Post shows the parcel delivered.
If 14 days have gone by since you received your order, unfortunately we can not offer you an exchange or refund.
For change of mind purchases or incorrect sizes selected by yourself, an exchange will only be accepted provided it is within the 14 days.
You will be responsible for the return postage costs to us, and then for the exchanged item to be returned back to you.
To be eligible for an exchange, your item must be unused with tags still attached where applicable, and in the same condition that you received it. Items must also be in the original packaging, unopened and unworn or washed.
Several types of goods are exempt from being returned. Once payment is made that means you understand these terms.
Non-returnable items are:
- Gift cards
- Some health and personal care items
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- We do not refund on items other than deemed faulty, and the fault is not that of your own. The same 14 day policy applies for a faulty item.
- Any item that is returned more than 14 days after delivery.
- Clearance items.
To complete your exchange, you may need to have the item returned for inspection prior to the agreement of an exchange.
All items must be accompanied by a completed returns form (available by clicking here).
We do not refund for any change of mind purchases. As per Australian Competition and Consumer Commission, we can only offer an exchange or credit for any change of mind orders, providing it is within 14 days of the parcel has been confirmed as delivered.
If your item has a fault and is by no fault of your own, please email us within 14 days of receiving your item at email@example.com to advise us of your reasoning and you must include our completed returns form (available by clicking here)
All of our items are inspected thoroughly prior to leaving us, but if the unfortunate event occurs, we will happily exchange or, at our discretion, we may offer a refund if a replacement is unavailable.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Upon inspection, we will then notify you of the approval or rejection of your exchange. We may offer you a refund only if we cannot replace a faulty item.
If a faulty item has been approved, a refund will be processed within 14 days via the original payment method you used for your order, or ultimately a credit for an exchange will be issued. Credits are valid for three (3) months from issue.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again or original payment method source.
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 firstname.lastname@example.org
Sale items (if applicable)
Sale items or clearance items can not be returned for a store credit or exchange, unless the item is faulty through no fault of your own. Our 14 day return policy is applicable to sale items. We do not offer exchanges or refunds on clearance items.
This includes items where a discount code has been used.
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.
To be eligible for an exchange, within 14 days of receiving your order or for change of mind purchases, providing they are not sale items, and are still in new unopened, unworn and unwashed condition and where applicable, tags still attached. All items must be in the same condition that you received it.
Exchanges must be approved by us prior to the items being sent to us. This will be via a confirmation email received by us which will include your returns reference number. Once your item 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 exchange.
If you need to exchange it for the same item, send us an email at email@example.com
Send your item to:
PO Box 4055 Eden Hill WA 6054
All items must be accompanied by a completed returns form (available by clicking here)
To return your product, you should mail your product to: PO Box 4055 Eden Hill WA 6054
You will be responsible for paying for your own postage costs for returning your item to us.
In the event of a fault, we will refund the cost of shipping to have the item returned. This is refunded once the item/items have been inspected and declared faulty through no fault of your own. If the item is found to be defective, we will reimburse you the cost of postage upon receipt of the tax invoice for the postage service.
Please note - No refunds are applicable on shipping costs initially sent to you.
When shipping your exchange items back to us you must include an additional postage bag addressed to yourself to have your items returned to you. Please ensure that the return postage bag is the correct size for the items to be returned to you. 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.
Stock and products are thoroughly checked and rechecked before they are posted, but please understand that on the rare occasion, an item may be faulty. If an item is faulty, please contact us at firstname.lastname@example.org
Please note - This must be returned to us before 14 days of receiving your order.
All items will be inspected upon receiving them back to us, and on some occasion, will be sent back to our supplier for assessment or repair.
Please be advised that items need to be returned within the 14 day policy period.
If you are shipping an item over $40 you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If your item was collection from our collection location it must be returned via the post as per the above instruction. The collection location does not accept returns as they only provide a collection service.
There are no refunds or exchanges for items with the incorrect description.