Returns & Refunds

Returns for Change of Mind

You can return products within 14 days if you change your mind, provided they are in their original packaging. The cost of return shipping for international orders must be covered by the customer.

Warranty

Our products come with a standard 12-month warranty covering manufacturing defects, in accordance with Australian Consumer Law.

Return Process

 For returns, please contact us to initiate the process. Items should be returned using the provided label and dropped off at a designated location.

Refunds

Refunds are processed within 7 business days of receiving the return. It may take up to 2 weeks for the refund to appear in your account, depending on your bank's processing times.

Exclusions

 Some items, like intimate wear, opened electronics, and personal care products, are excluded from change of mind returns due to hygiene concerns.

These points cover the general rules around change of mind, returns, and refunds in Australia according to the Australian Consumer Law.

1. Statutory Rights Under the ACL

  • No Automatic Right to Return for Change of Mind: Australian law does not require businesses to accept returns if a customer changes their mind about a product. This includes situations where the customer no longer wants the item, found it cheaper elsewhere, decided it was too expensive, or didn't like it after purchase.

2. Exceptions and Retailer Discretion

  • Retailer Policies: While the law does not mandate returns for change of mind, many retailers offer their own return policies. These policies are at the discretion of the retailer and can vary widely, so customers should check the policy at the point of purchase.
  • Signage and Online Policies: If a store has posted a return policy (either in the store or online), they are contractually obligated to honor it.

3. Consumer Guarantees

  • Products Must Be of Acceptable Quality: Goods sold in Australia must be of acceptable quality, fit for their intended purpose, match descriptions made by the salesperson or in advertising, and meet any extra promises made about performance, condition, and quality.
  • Right to a Remedy: If a product fails to meet a consumer guarantee, customers are entitled to a remedy – a repair, replacement, or refund. The type of remedy may depend on whether the failure is major or minor.

4. Major vs Minor Failures

  • Major Failure: A product has a major failure if it:
    • has a problem that would have stopped someone from buying it if they'd known about it,
    • is significantly different from the sample or description,
    • is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time, or
    • is unsafe.
  • Minor Failure: If the problem is not major, the retailer can choose to provide a repair within a reasonable time or give a replacement or refund.

5. Refunds and Returns

  • Refund Form: If a refund is provided, it may be given in the original form of payment or through store credit, depending on the store policy.
  • Proof of Purchase: Retailers can require a customer to provide proof of purchase for a return or exchange.

6. Exceptions

  • Exclusions: Some types of goods may be excluded from returns, such as personalized items or goods which can deteriorate quickly (like fresh food).
  • Health and Safety: Products that pose health or safety risks if returned (like underwear and pierced jewelry) may also be excluded from return policies.

7. Consumer Responsibilities

  • Care of Product: Consumers are expected to take reasonable care of the product while it is in their possession. If the product is damaged due to misuse, the consumer may not be entitled to any remedy.