Refund Policy

This page explains when you get a refund and how it is paid. It works alongside our Returns & Exchanges page, which covers the practical steps.

Your rights under Australian Consumer Law

Regardless of anything else on this page, products sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law (Competition and Consumer Act 2010, Schedule 2). You are entitled to a repair, 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.

A major failure generally means the product has a problem that would have stopped you buying it had you known about it, is significantly different from its description, is substantially unfit for its normal purpose, or is unsafe.

Faulty, damaged or wrong items

If an item arrives faulty, damaged in transit, or is not what you ordered, contact us within 30 days of delivery and we will offer a repair, replacement or full refund, including original delivery cost, at no cost to you. This is in addition to — not instead of — your rights under Australian Consumer Law, which continue to apply even outside that 30-day window for genuine faults.

Change of mind

Change-of-mind returns are not required by law, but we accept them anyway: 30 days from delivery, item unworn and unused with tags attached. We refund the item price; you cover return postage and the original delivery charge is not refunded. Full detail is on our Returns & Exchanges page.

Sale items

Discounted and clearance items follow the same policy as full-price items — Australian Consumer Law guarantees are not affected by a sale price. Made-to-order and personalised pieces are excluded from change-of-mind returns, but not from your rights for a genuine fault.

How a refund is paid

Refunds go back to your original payment method. We process the refund within 3 business days of receiving and inspecting a returned item, or within 3 business days of confirming a fault for items that do not need to be returned. Your bank or card provider may take a further 3–5 business days to show the funds.

Gift orders

If your order was a gift, we can refund the original purchaser’s payment method or offer store credit to the recipient — email us to arrange whichever suits.

Contact

To start a refund or ask about one already in progress: hello@ambanepal.com.au.