Refund policy

 

1. General Policy
- We aim to ensure our customers are satisfied with their purchases. However, due to the nature of our products, we have a strict return policy to maintain our quality standards.
- Items can only be returned if they are faulty, significantly different from what was shown or described, or if they are not fit for their intended purpose as outlined under Australian Consumer Law.

2. Conditions for Returns
- Returns must be initiated within 7 days of receiving your order. No returns will be accepted after this period.
- To be eligible for a return, the item must be unused, unworn, unwashed, and in the original condition with all tags attached. Items that do not meet these conditions will not be accepted.
- Sale items, gift cards, and personal care items (such as intimate wear) are final sale and cannot be returned under any circumstances.

3. Return Process
- To initiate a return, customers must contact our customer service team at erbelleclothing@gmail.com within 7 days of receiving the item, providing the order number and a detailed explanation of the reason for the return.
- Once your return request is approved, you will receive instructions on how and where to send your item. Items returned without prior approval will not be processed.
- Customers must ship the item back to us within 7 days of receiving return instructions. The item must be sent via a trackable shipping method. Customers are responsible for return shipping costs.

4. Inspection and Refunds
- Upon receiving the returned item, we will inspect it to ensure it meets our return criteria. This process may take up to 10 business days.
- If the return is approved, we will process a refund to the original payment method within 14 business days. Shipping costs are non-refundable.
- If the return does not meet our criteria, the item will be returned to the customer at their expense.

5. Restocking Fee
- All returns are subject to a restocking fee of 10% of the item's price, which will be deducted from the refund amount.

6. Exchanges
- Exchanges are not permitted. Customers must return the original item (if eligible) and place a new order for the desired item.

7. Damaged or Defective Items
- If you receive a damaged or defective item, you must notify us within 48 hours of delivery. Provide your order number, a description of the damage or defect, and photographic evidence.
- Upon verification of the damage or defect, we will provide instructions for returning the item at our expense. We will then send a replacement or issue a full refund, including shipping costs.

8. Non-Returnable Items
- The following items are non-returnable: final sale items, gift cards, intimate or sanitary goods, personal care items, and any custom or personalized products.

9. Legal Compliance
- This policy is in accordance with Australian Consumer Law, which provides consumers with certain guarantees. Nothing in this policy is intended to limit your rights under these laws.

10. Contact Us
- For any questions regarding our return and refund policy, please contact our customer service team at erbelleclothing@gmail.com