1. FAULTY PRODUCT RETURNS
1.1. We aim to provide you with products of the highest standard and quality. If you have received a product with a defect, please contact our Customer Service as soon as possible so we can guide you through the returns process and help resolve the problem as swiftly as possible. In order to assist the return process, you may be required to send us images of the damage, defect or fault for preliminary assessment. You may be asked to provide further information to support your claim to assist us with our assessment of the goods.
1.2. If the product is confirmed to have a defect, we will replace or repair the product or refund the price of the product to your original payment method, as appropriate. If the product is found not to have a defect or deemed out of warranty, we will contact you to determine whether you want us to dispose of the product or return the product to you at your expense.
1.3. It does not constitute as a defect if in our reasonable opinion a product has become of unacceptable quality following the sale to you due to fair wear and tear, misuse, failure to use in accordance with manufacturers’ instructions, using it in an abnormal way or failure to take reasonable care.
2. CHANGE OF MIND RETURNS
2.1 In addition to your rights in relation to faulty products in clause 1, and subject to the restrictions set out in 2.2, you can return any product:
(a) as long as the return is initiated in your Account and the return is placed in the post within 30 days of receipt of shipment confirmation email (or longer promotional or advertised return period, if applicable);
(b) unworn and unused and in a saleable condition with the original tags still attached;
(c) in the original packaging, which must be in the original condition, including sealed boxes, branded dust bags and shoe boxes (you don’t need the clear plastic packaging, except for products sealed for hygiene reasons - see below); and
(d) it has not been specifically excluded from the change of mind returns policy, such as ‘Final Sale’ items. The exclusion will be noted on the relevant product page on our Site and / or at checkout.
2.2 Please note that products sealed for hygiene reasons (e.g. jewellery, watches, swimwear, hair accessories, earphones, beauty and grooming products) can only be returned under change of mind returns policy if the seal is intact excluding underwear and earrings (which cannot be returned, unless deemed faulty). Beauty products cannot be returned if they are opened and/ or used (unless faulty).
2.3 To ensure these returns are assessed and processed swiftly, you must contact us at email@example.com
2.4 Upon receiving and inspection of your return, we will contact you about next steps. Once determined the return is in compliance with clause 2.1, we will either:
(a) refund the price of the product returned to your original payment method;
(b) provide you with a store credit worth the price of the product returned (for the avoidance of doubt, the store credit is the amount of your paid price); if you have used store credit or gift cards to pay for the full price, we will only reinstate the original amount of store credit. If you have used store credit or gift cards to pay for part of the price, we will reinstate the original amount of store credit you have used and offer you with additional store credit that is worth the non-store credit or non-gift cards payments you have made for the product returned); or
(c) exchange the product for another size, subject to availability.
2.5 We will not refund any Delivery Fees that you have paid at purchase to have the product shipped to you, or the cost of any packaging you provide to send the items back to us. If the return, in our reasonable opinion, is not in compliance with clause 2.1, we will contact you to ship the product back to you and you will be liable for the shipping costs both to and from us.
2.6 We offer a flexible change of mind returns policy to streamline your shopping experience. We monitor return rate frequency and value for fraud, abuse and general security purposes. In the event of elevated return frequency and values, we are entitled to close or block access to your Account or deny you from making future orders.
2.7 Nothing in this clause is intended to exclude any rights in clause 1 or any of your statutory rights as a consumer under Australian Consumer Law.