Refund policy
At Retail Store AU, we want customers to be satisfied with their purchase. This policy applies to purchases made through our Shopify store and operates in addition to your rights under the Australian Consumer Law.
Change-of-mind returns
You may request a change-of-mind return within 30 days of delivery.
To be eligible, the item must be:
- Unused, unworn and in its original condition
- In its original packaging with labels, seals and accessories intact
- Accompanied by proof of purchase
Opened, used or unsealed shampoos, colognes, grooming products and other hygiene-sensitive products cannot be returned for change of mind.
Change-of-mind returns must be approved before being sent. Do not return an item without first contacting us through the Contact Us page and providing your order number and reason for the return.
Customers are responsible for arranging and paying for return postage on change-of-mind returns. We recommend using a tracked service, as Retail Store AU is not responsible for returned parcels that are lost or damaged in transit.
Original delivery charges are not refundable for change-of-mind returns. No restocking fee is charged.
Faulty, damaged or incorrect items
Please contact us promptly if your order arrives damaged, faulty, incorrect or significantly different from its description. Include your order number, a description of the problem and clear photographs where possible.
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Depending on the nature of the problem, you may be entitled to a repair, replacement, refund or another appropriate remedy.
The 30-day change-of-mind period does not limit your rights under the Australian Consumer Law. Where a return is required because an item is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee, Retail Store AU will cover reasonable return postage where required.
Return assessment
We may inspect a returned item before approving a refund or replacement. Change-of-mind returns that are used, damaged, incomplete or not in their original condition may be declined.
Refunds
Once an approved return has been received and inspected, we will advise whether the refund has been approved.
Approved refunds will be issued to the original payment method. The time taken for the refund to appear in your account depends on your bank or payment provider.
Exchanges
Exchanges are subject to stock availability. Where an exchange is unavailable, an approved refund may be provided instead.
Order cancellations
You may request cancellation of an unfulfilled order within 15 minutes of placing it through your customer account.
Cancellation cannot be guaranteed after an order has entered processing or has been dispatched. Once an order has been shipped, the return conditions above apply.
Contact us
To request a return, report a problem or ask about this policy, contact Retail Store AU through the Contact Us page. Please include your order number and relevant details.