1. Change-of-mind returns
Customers may return eligible full-price items within 30 days of purchase for a refund or exchange, provided the item is unworn, unwashed, and in its original condition with tags attached. Proof of purchase (receipt or order confirmation) is required.
2. Sale and clearance items
Items purchased on sale, marked-down, or clearance are final sale and are not eligible for change-of-mind return or exchange. This exclusion does not override a customer's rights where an item is faulty (see section 3).
3. Faulty or not-as-described goods
Where goods are faulty, not of acceptable quality, or not as described, customers are entitled to a full refund, repair, or replacement in line with the Australian Consumer Law. This applies regardless of whether the item was on sale and regardless of the 30-day window. Refunds are issued to the original payment method.
4. Online vs in-store differences
| Aspect | Online (Shopify Plus) | In-store |
|---|---|---|
| Return method | Prepaid return label or in-store drop-off | Any RetailFlow store |
| Refund timing | 3–5 business days after item received | Immediate at register |
| Return postage | Free for faulty goods; $9.95 for change-of-mind | N/A |
| Cross-channel | Online orders may be returned in-store; in-store purchases cannot be returned by post. | |
5. Exclusions
- Pierced jewellery, swimwear without hygiene seal intact, and gift cards are non-returnable for change of mind.
- Homewares marked "as-is" or ex-display are final sale.
Lisa Nguyen, General Manager, Customer Experience