RETURN AND REFUND POLICY

Last updated: [DATE]

At By Amberly, customer satisfaction is important to us. This Return and Refund Policy explains how returns, exchanges and refunds work for purchases made through byamberly.com.

This policy includes our voluntary 30-day change-of-mind return policy as well as your statutory rights under the Australian Consumer Law (ACL).

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under Australian law.

1. 30-DAY CHANGE-OF-MIND RETURNS

If you change your mind about your purchase, you may request a return within 30 days of receiving your order, provided the item meets the return conditions set out below.

To be eligible for a change-of-mind return, the item must generally be:

• unworn and unused;

• in its original condition;

• returned with all original tags attached;

• returned with its original packaging, where applicable; and

• accompanied by proof of purchase or your order details.

To start a return, please contact us at:

[CUSTOMER SERVICE EMAIL]

Please include your order number and the item or items you wish to return.

If your return is accepted, we will provide you with the applicable return instructions and return address.

Please do not send a return to our business or administrative address unless we specifically instruct you to do so.

2. CHANGE-OF-MIND RETURN SHIPPING

For returns made because you have changed your mind, including where:

• you selected the wrong size;

• you prefer another colour;

• you no longer want the item; or

• the item does not suit your personal preference,

the cost of return shipping is generally your responsibility.

We strongly recommend using a tracked shipping service and retaining your shipping receipt until your return has been completed.

Unless required by law, By Amberly is not responsible for change-of-mind returns that are lost before reaching the designated return location.

We do not charge a separate handling or restocking fee for an accepted standard change-of-mind return unless this is expressly disclosed before purchase and permitted by applicable law.

3. FAULTY, DAMAGED OR INCORRECT PRODUCTS

If you receive a product that is faulty, damaged, materially different from its description or different from the item you ordered, please contact us as soon as reasonably possible.

Email:

[CUSTOMER SERVICE EMAIL]

Please provide:

• your order number;

• a description of the issue; and

• photographs or video showing the problem, where reasonably possible and relevant.

We will review the issue and provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include a repair, replacement, refund or another appropriate remedy.

Where the Australian Consumer Law requires us to bear reasonable return or transportation costs in connection with a faulty or non-compliant product, we will do so.

Where appropriate, we may provide a prepaid return label or reimburse reasonable return shipping costs.

Nothing in this section limits your rights under the Australian Consumer Law.

4. AUSTRALIAN CONSUMER GUARANTEES

Products sold to Australian consumers come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Among other things, goods must satisfy applicable statutory requirements, which may include requirements concerning acceptable quality, fitness for disclosed purposes and correspondence with their description.

Your rights and the remedy available will depend on the nature and seriousness of the problem.

For certain major failures, consumers may have the right to reject the goods and choose between a refund or replacement, subject to the Australian Consumer Law.

For other problems, we may have the opportunity to provide an appropriate remedy as permitted under the Australian Consumer Law.

Our voluntary 30-day return policy is in addition to, and does not replace, your rights under the Australian Consumer Law.

5. EXCHANGES

If you would like a different size, colour or product, please contact us at:

[CUSTOMER SERVICE EMAIL]

Exchanges are subject to product availability.

For a voluntary change-of-mind exchange, you may be responsible for applicable return shipping costs.

If the requested replacement item is unavailable, we may offer another available option or process an eligible refund.

Different arrangements may apply where an exchange is required as a remedy under the Australian Consumer Law.

6. RETURN CONDITIONS FOR CHANGE-OF-MIND RETURNS

For a voluntary change-of-mind return to be accepted under our 30-day policy, products should be returned in a condition suitable for resale.

Unless otherwise agreed, items should be:

• unworn;

• unused;

• unwashed;

• undamaged;

• free from marks, stains, odours or other signs of use;

• returned with original tags attached; and

• returned with any original accessories or packaging supplied with the product.

You may inspect an item reasonably after receiving it. However, excessive wear, use or damage may affect eligibility for a voluntary change-of-mind refund.

These conditions apply to our voluntary change-of-mind policy only.

They do not override rights you may have in relation to faulty or non-compliant products under the Australian Consumer Law.

7. ITEMS THAT MAY NOT BE ELIGIBLE FOR CHANGE-OF-MIND RETURNS

For hygiene, safety or other reasonable reasons, certain products may not be eligible for voluntary change-of-mind returns once opened, used or having hygiene seals removed.

This may include, where applicable:

• underwear or intimate apparel;

• earrings or pierced jewellery;

• beauty or personal-care products;

• products with hygiene seals that have been removed; and

• customised or personalised products.

Any exclusion will be subject to applicable Australian law.

These exclusions apply only to voluntary change-of-mind returns and do not remove any rights you may have if a product fails to comply with an applicable consumer guarantee.

8. REFUNDS

Once we receive and assess an approved return, we will notify you of the outcome.

If a refund is approved, we aim to process it within 7 business days.

Refunds will generally be issued to the original payment method used for the purchase.

After we process your refund, your bank, credit card issuer or payment provider may require additional time before the funds appear in your account.

You will receive confirmation when your refund has been processed.

9. ORIGINAL SHIPPING COSTS

For voluntary change-of-mind returns, original shipping or delivery charges are generally non-refundable unless we expressly state otherwise.

Where an order qualified for free shipping, no original shipping amount will be deducted solely because shipping was displayed as free.

Different rules may apply where the return relates to a faulty, damaged, incorrect or otherwise non-compliant product.

Nothing in this section limits any entitlement to reimbursement, compensation or another remedy under the Australian Consumer Law.

10. RETURN AUTHORISATION

Please contact us before returning an item.

This allows us to:

• identify your order;

• determine the correct return location;

• provide appropriate return instructions; and

• process your return efficiently.

Once your return request has been reviewed, we will provide the appropriate return instructions.

Do not send products to our administrative or business address unless we specifically provide that address as the return location.

Requiring you to contact us first is intended to facilitate the return process and does not remove or restrict any non-excludable rights available under Australian law.

11. SALE AND PROMOTIONAL ITEMS

Unless expressly stated otherwise, eligible sale or promotional items may be returned under our standard change-of-mind policy provided they satisfy all applicable return conditions.

Certain products identified as final sale may not qualify for a voluntary change-of-mind return where this is clearly disclosed before purchase.

A “final sale” designation does not remove your rights under the Australian Consumer Law if the product is faulty or otherwise fails to comply with an applicable consumer guarantee.

12. CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible at:

[CUSTOMER SERVICE EMAIL]

We will try to accommodate cancellation requests where possible.

However, once an order has been processed, packed or dispatched, we may no longer be able to cancel it.

If the order cannot be cancelled, you may be able to request a return after receiving it in accordance with this policy.

13. RETURN ADDRESS

Returns must only be sent to the return address provided by our customer service team.

Our administrative or registered business address is not automatically our return address.

Sending a product to an unauthorised address may cause delays in processing your return.

Please contact us before sending any return.

14. CONTACT US

If you have questions about a return, exchange, refund or product issue, please contact us:

By Amberly

Website: byamberly.com

Legal business name: [LEGAL BUSINESS NAME]
ABN/ACN: [ABN OR ACN]

Email: [CUSTOMER SERVICE EMAIL]
Phone: [PHONE NUMBER]

Customer service hours:
[BUSINESS HOURS]
[TIME ZONE]

Business address:
[STREET ADDRESS]
[CITY, STATE, POSTCODE]
[COUNTRY]

Please contact us before returning a product so that we can provide the correct return instructions and return address.