Returns & Refunds Policy

1. Our 30-Day Return Policy

We offer a 30-day return period for most items purchased from The Australian Store. This means you have 30 days from the date you receive your item to request a return.

2. Eligibility for Returns

2.1 Items That Can Be Returned

To be eligible for a return, your item must be:

• Unused: In the same condition you received it
• Unworn/Unwashed: With original tags attached
• Original Packaging: In the original packaging where applicable
• Proof of Purchase: Receipt or order confirmation
• Within 30 Days: From delivery date

2.2 Items That CANNOT Be Returned

For hygiene and safety reasons, the following cannot be returned:

• Cosmetics and skincare products (if opened)
• Underwear and swimwear (if worn or tags removed)
• Earrings and body jewelry
• Food and beverage items
• Personalized or custom-made items
• Digital products and gift cards
• Items marked as “Final Sale” or “Clearance – No Returns”

3. Australian Consumer Law Rights

Under Australian Consumer Law (ACL), you have guaranteed rights if:

3.1 Major Problems

If goods have a major problem, you can:

• Reject the item and get a full refund, OR
• Keep the item and receive compensation for the drop in value

Major problems include:

• Item has a problem that would have stopped you buying it if you’d known
• Item is unsafe
• Item is significantly different from the description or sample
• Item doesn’t do what you asked for, or what you were told it would do

3.2 Minor Problems

If goods have a minor problem, we must:

• Repair the item within a reasonable time, OR
• Replace the item, OR
• Provide a refund if repair/replacement would cause major inconvenience

3.3 Change of Mind Returns

Our 30-day policy covers “change of mind” returns. However, under ACL:

• We’re not legally required to provide refunds for change of mind
• We offer this as a goodwill gesture to our customers
• Return shipping costs may apply (see Section 5)

4. Types of Returns

Return Reason	Refund Amount	Return Shipping	Processing Time
Faulty/Defective	Full refund + original shipping	FREE (we pay)	3-5 business days
Wrong Item Sent	Full refund + original shipping	FREE (we pay)	3-5 business days
Not as Described	Full refund + original shipping	FREE (we pay)	3-5 business days
Change of Mind	Full product cost only	Customer pays	5-7 business days
Doesn’t Fit	Full product cost only	Customer pays	5-7 business days

5. Return Shipping

5.1 Who Pays Return Shipping?

We pay return shipping if:

• Item is faulty or defective
• We sent the wrong item
• Item is not as described on our website
• Item arrived damaged in transit

You pay return shipping if:

• Change of mind
• Ordered wrong size or color
• Item doesn’t fit as expected
• No longer want/need the item

5.2 Return Shipping Costs

Typical return shipping costs within Australia:

• Australia Post: $10-$15 (standard parcel)
• Courier: $15-$25 (faster, tracked)
• Bulky Items: Costs vary by size/weight

6. How to Return an Item

Step 1: Start Your Return

Contact us within 30 days of delivery:

• Email: returns@theaustralianstore.com.au
• Online Form: Visit our Returns Portal on your account page
• Include: Order number, item(s) to return, reason for return

Step 2: Get Return Authorization

We’ll respond within 1 business day with:

• Return authorization (RA) number
• Return address
• Prepaid shipping label (if we’re covering shipping)
• Instructions for packaging

Step 3: Pack Your Return

• Use original packaging if possible
• Include all accessories, tags, and documentation
• Write RA number clearly on outside of package
• Seal package securely

Step 4: Ship Your Return

• Use provided prepaid label OR your own shipping method
• Get tracking number and keep receipt
• Send to our Returns Centre (address provided)

Step 5: Tracking & Processing

• We’ll email you when return is received
• Inspection completed within 3 business days
• Refund processed if approved

7. Refund Processing

7.1 When Will I Get My Refund?

Timeline from when we receive your return:

• Inspection: 1-3 business days
• Approval: Same day once inspected
• Refund Issued: Within 1 business day of approval
• Appears in Account: 3-10 business days (depends on your bank)

7.2 Refund Methods

Refunds are issued to original payment method:

• Credit/Debit Card: 5-10 business days
• PayPal: 3-5 business days
• Afterpay/Zip: 5-7 business days (instalments stop immediately)
• Store Credit: Instant (if requested instead of refund)

7.3 What Gets Refunded?

Faulty/Wrong Item Returns:

• Full product price ✓
• Original shipping costs ✓
• Return shipping costs ✓

Change of Mind Returns:

• Full product price ✓
• Original shipping costs ✗
• Return shipping costs ✗ (you pay)

8. Exchanges

8.1 How Exchanges Work

Want a different size or color? We make it easy:

1. Select “Exchange” when starting your return
2. Tell us what you want instead
3. We’ll check stock availability
4. Send back your original item
5. We’ll ship new item once we receive return

8.2 Exchange Shipping

• Faulty Item Exchange: Both ways FREE
• Size/Color Exchange: You pay return shipping, we pay new shipping
• Out of Stock: We’ll offer refund or store credit

9. Damaged or Faulty Items

9.1 Arrived Damaged

If your item arrives damaged:

1. Take photos of packaging AND damaged item
2. Contact us within 7 days of delivery
3. Email photos to returns@theaustralianstore.com.au
4. We’ll arrange replacement or refund immediately
5. No need to return damaged item unless we request

9.2 Faulty After Use

If item becomes faulty within reasonable timeframe:

• Contact us with order details
• Describe the fault/defect
• Provide photos if possible
• We’ll assess under manufacturer warranty or ACL
• Remedy provided (repair, replace, or refund)

10. Store Credit

10.1 When You Receive Store Credit

Store credit may be issued when:

• You request it instead of refund
• Return doesn’t meet policy requirements
• Exchange item is out of stock
• As compensation for service issues

10.2 Store Credit Terms

• Value: Same as refund amount
• Bonus: We often add 10% extra as goodwill
• Expiry: 12 months from issue date
• Usage: Can be used on any future purchase
• Transferable: No, personal to your account

11. Special Categories

11.1 Sale & Clearance Items

Items purchased during sales:

• Eligible for return under same 30-day policy
• Unless marked “Final Sale – No Returns”
• Full ACL rights still apply if faulty

11.2 Marketplace Sellers

Items sold by third-party sellers on our marketplace:

• Returns handled by individual seller
• Check seller’s return policy on product page
• We can assist with dispute resolution
• Seller must comply with ACL

11.3 Custom/Personalized Items

• Cannot be returned for change of mind
• Can be returned if faulty or not as described
• Must contact us within 7 days

11.4 Large/Bulky Items

For furniture, appliances, etc.:

• Inspect thoroughly upon delivery
• Note any damage on delivery receipt
• Returns may require special freight
• Contact us for return arrangements

12. International Returns

For orders shipped outside Australia:

• Same 30-day return policy applies
• Customer pays return shipping (unless faulty)
• Returns must clear Australian customs
• Refund excludes original international shipping
• Allow 2-4 weeks for international returns to arrive

13. Warranty Information

13.1 Manufacturer Warranty

Many products include manufacturer warranties:

• Check product page for warranty details
• Warranty period varies by product and brand
• Register warranty with manufacturer when applicable
• We can assist with warranty claims

13.2 Extended Warranty

Some products offer optional extended warranty:

• Available at checkout
• Extends coverage beyond manufacturer warranty
• Non-refundable once purchased
• Managed by warranty provider

14. Return Rejections

14.1 When Returns May Be Rejected

We may not accept returns if:

• Item has been worn, washed, or used
• Tags have been removed or damaged
• Item is not in resalable condition
• Returned after 30-day window
• Item is on non-returnable list
• No proof of purchase provided

14.2 What Happens with Rejected Returns

• We’ll contact you with reason for rejection
• You can collect item from Returns Centre, OR
• We’ll return item to you (shipping at your cost)
• You can dispute if you believe rejection is incorrect

15. Missing Items

If an item is missing from your order:

1. Check all packaging carefully
2. Contact us within 7 days of delivery
3. Provide order number and missing item details
4. We’ll investigate with warehouse
5. Missing item shipped immediately OR refund issued

16. Contact Our Returns Team

17. Your Consumer Rights

For more information about your rights under Australian Consumer Law:

• ACCC Website: www.accc.gov.au/consumers
• Phone: 1300 302 502
• Fair Trading Office: Contact your state/territory office

18. Changes to This Policy

We may update this Returns & Refunds Policy from time to time. Changes will be posted on this page with an updated “Last Updated” date. Your rights under Australian Consumer Law are never diminished by our policies.