Return & Refund Policy
At Aussie Grace Melbourne, your satisfaction is important to us. We want you to shop with confidence and feel happy with every purchase.
If you're not completely satisfied with your order, we're here to help.
Please note: We do not offer free returns for change-of-mind purchases. Return shipping costs are the customer's responsibility unless otherwise required by applicable consumer law.
1. OUR 30-DAY RETURN POLICY
We offer a 30-day return period for eligible change-of-mind purchases, starting from the date you receive your order.
To qualify for a change-of-mind return, the following conditions apply:
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The item must be in its original condition, unworn, unused and free from damage caused after delivery.
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All original tags, accessories and components must be included.
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The item must be returned in its original packaging where reasonably possible.
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Footwear must be returned clean, undamaged and without signs of outdoor wear.
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The return request must be submitted within 30 days of receiving the order.
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The customer is responsible for return shipping costs for change-of-mind returns.
We reserve the right to decline voluntary change-of-mind returns that do not meet these conditions.
These requirements do not limit your statutory rights regarding faulty, damaged or incorrectly described goods.
2. HOW TO REQUEST A RETURN
To request a return, please contact our customer support team at:
Please include the following information:
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Your order number.
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Your full name.
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Your email address.
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The item or items you wish to return.
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The reason for your return.
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Photographs if the item is damaged, defective or incorrect.
Our customer support team will review your request and provide further instructions, including the appropriate return address.
Important: Please do not send your return to the address shown on the original shipping label. Contact us first to receive the correct return instructions.
Returns sent to an incorrect address may experience processing delays.
3. RETURN SHIPPING COSTS
For change-of-mind returns, customers are responsible for the cost of returning their items.
Aussie Grace Melbourne works with international fulfilment partners, and returns may need to be sent to our designated return facility in Asia or the Netherlands.
International return shipping costs may vary depending on your location, the parcel's weight and the shipping provider.
We recommend using a tracked shipping service and retaining proof of postage.
If a product is confirmed to be faulty or otherwise fails to meet applicable consumer guarantees, reasonable return shipping costs will be reimbursed where required by law.
4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
We take product concerns seriously.
If you receive an item that is damaged, defective or different from what you ordered, please contact us at:
Include your order number, a description of the issue and photographs where available.
We will assess the situation and work towards an appropriate resolution.
Depending on the circumstances and your rights under applicable consumer law, you may be entitled to a repair, replacement, refund or another appropriate remedy.
Photographs can help us process your request more efficiently but are not an absolute requirement for exercising statutory consumer rights.
5. REFUNDS
Once your return has been received, we will inspect the item and assess whether it meets the applicable return conditions.
For eligible voluntary returns, we aim to complete the assessment within 7 business days of receiving the returned goods.
Once approved, your refund will be issued to your original payment method unless another method has been agreed upon.
The time required for your refund to appear in your account may vary depending on your bank or payment provider.
For voluntary change-of-mind returns, original shipping charges are generally non-refundable, except where applicable law requires otherwise.
Refunds arising from statutory consumer rights will be processed in accordance with applicable legal requirements.
6. ORDER CANCELLATIONS
We begin processing orders as soon as possible after they are placed.
Because our order fulfilment process is automated, cancellation requests cannot always be accommodated once an order has entered processing or has been dispatched.
If you wish to cancel your order, please contact us as soon as possible at:
We will check whether cancellation is still possible.
If your order has already been dispatched, you may request a return after delivery in accordance with this policy.
This section does not limit any mandatory cancellation or withdrawal rights that may apply under consumer law.
7. ORDERS ALREADY IN TRANSIT
As some of our products are shipped internationally, delivery times may vary.
Once an order has been dispatched, we may be unable to stop the shipment.
If your order is already in transit and you no longer wish to keep it, please contact us for guidance on the return process.
We recommend waiting until the parcel has arrived before arranging a physical return, unless our customer support team advises otherwise.
Your statutory rights regarding cancellation, non-delivery and faulty products remain unaffected.
8. EXCHANGES
If you would like to exchange an item for a different size, colour or style, please contact us at:
Our team will review your request and advise whether an exchange is available.
Exchanges are subject to product availability and the applicable return conditions.
For voluntary exchanges, customers may be responsible for return shipping costs and any applicable price differences.
Where a replacement is required under applicable consumer law, statutory rights will take priority over our voluntary exchange conditions.
9. NON-RETURNABLE ITEMS
For voluntary change-of-mind returns, we may decline items that:
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Have been worn, washed or damaged after delivery.
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Show signs of use beyond what is reasonably necessary to inspect them.
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Are missing essential accessories or components.
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Cannot be returned for genuine hygiene reasons, where applicable.
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Were purchased outside the 30-day voluntary return period.
These exclusions do not apply where a customer is entitled to a remedy under applicable consumer protection laws.
10. AUSTRALIAN CONSUMER LAW
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 compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Our 30-day change-of-mind return policy is offered in addition to these statutory rights.
We will not refuse a valid consumer guarantee claim solely because an item has been worn, its original packaging is missing or more than 30 days have passed.
11. INTERNATIONAL CUSTOMERS
Customers outside Australia may have additional mandatory consumer rights under the laws applicable to their purchases.
Where such rights apply, they take precedence over conflicting provisions of this policy.
For eligible customers with a statutory right of withdrawal, the applicable withdrawal period, return deadlines and reimbursement requirements will be respected.
Where the law requires reimbursement of standard original delivery charges or imposes specific refund deadlines, we will comply with those requirements.
12. RETURN ADDRESS
All returns must be sent to the return address provided by our customer support team.
Our designated return facility may be located in Asia or the Netherlands, depending on the order and fulfilment arrangements.
Please contact us before returning any products.
Return shipping costs for voluntary change-of-mind returns are the customer's responsibility.
For returns involving faulty goods or other statutory consumer rights, shipping costs will be handled in accordance with applicable law.
13. CONTACT US
If you have any questions about returns, refunds, exchanges or your order, please contact our customer support team.
Aussie Grace Melbourne
Email: info@aussiegrace.com
Website: www.aussiegrace.com
We're here to help make your shopping experience as smooth and enjoyable as possible.