Please carefully read through this returns policy as you are agreeing to this when you make a purchase from our Website. Please however remember that our returns policy is in addition to your rights under the Australian Consumer Law which we will always stand by.
AUSTRALIAN CONSUMER LAW
Your purchase of goods will be subject to certain laws including the Australian Consumer Law. The Australian Consumer Law provides you with certain rights that cannot be excluded, including that the goods must be of acceptable quality, reasonably fit for the purpose that we represent they will be fit for, and that the goods will correspond with any relevant description. Nothing in these Terms shall be read or applied so as to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy implied by law (including the Australian Consumer Law) which cannot by law be excluded, restricted or modified.
CHANGE OF MIND RETURNS
If you have a change of mind in respect of a purchase (e.g. you no longer want the product), we will accept a return within 30 days of purchase and provide you with a credit note or refund in accordance with this returns policy, other than for the following items which cannot be returned for change of mind reasons only (and not if it’s a Deficient Product, as defined below):
- e-vouchers and gift cards.
- products marked “final sale” when purchased.
- underwear, lingerie, or swimwear (including one pieces and sets).
- products that have inbuilt underwear sewn into them.
- products returned in a condition other than their original condition.
- products returned without their tags attached.
- products not in their original packaging.
- products that appear to have been worn, smell of perfume, smoke, deodorant or body odour.
- products that are marked or damaged in any way, that includes, fake tan, deodorant or makeup.
For the avoidance of doubt, returns of Deficient Products, as defined below, are not restricted in the above way and are dealt with below.
Shipping costs are not refundable for change of mind returns and you are responsible for the costs of shipping the products back to us.
Returns are usually processed within 3 business days of receipt and you’ll receive an email detailing your return once this has been completed.
Our returns department has the right to refuse any returned item (not being a Deficient Product, which is dealt with below) that does not meet the original condition, in which case we may require you to pay our reasonable postage costs before we return the item to you.
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 for compensation and 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.
Without limiting the effect of the Australian Consumer Law, where you have purchased a product from us that:
- is faulty, unsafe, contains a defect, or is not of acceptable quality, appearance or finish;
- is not fit for its intended purpose; or
- does not match the product image or our description,
or we are otherwise legally obliged to accept a return of the product under the Australian Consumer Law or any other applicable law (“Deficient Product”), we will accept returns and provide you with an exchange, repair, credit note or refund (at your election) using your original payment method. However, we reserve the right not to offer a credit note, exchange or refund where the goods have become of unacceptable quality a result of your misuse, damage or neglect.
If you believe an item you've purchased from us is a Deficient Product, contact us at email@example.com with (if applicable) images and other descriptions of the fault or deficiency.
Deficient Products can be returned within a reasonable timeframe (the length of which may depend on the circumstances) subject to proof of purchase (or where we have details of your purchase in our system).
Once you’ve submitted your return request, we will contact you with details of your return so that you can send your item(s) back to us. Deficient Product returns are usually processed within 3 business days of receipt and you’ll receive an email detailing your return once this has been done.
We will cover the packaging and postage costs associated with you returning a Deficient Product. However, you are liable for any delivery costs if we acting reasonably determine that returned product does not meet the criteria for being a Deficient Product.
CREDIT NOTE AND REFUNDS
All returned orders will at our option, be issued with either a credit note or refund to the value of the item(s) returned, less any shipping costs (other than Deficient Product, where we will be responsible for these costs and will provide a refund where you request it instead of a credit note).
If you paid with Afterpay then we may cancel your Afterpay payment plan rather than issue a refund or credit note.
If you’re an Australian or US customer and returning for a store credit, we’ll cover your shipping costs! Simply process your return through the portal, select store credit, and we’ll send you a free shipping label.
If returning for a refund (to the original payment method), the return label costs will be deducted from your final outcome, $8.95AUD for Australian customers and $10USD for US customers (other than for Deficient Products, which will not be charged for).
Rest of world customers need to arrange postage at their own cost.
Please note, we are not responsible for lost, stolen or undelivered returned parcels.