Returns Policy

Returns Policy main image Returns Policy image
Overview of our returns policy:
There may be times when you will need to return an item purchased from us. Our Returns Policy is designed to assist you with your return. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law (ACL).   
 
Returns can only be considered if the item you are returning is unused, unworn, unwashed, undamaged and unaltered with all original tags and packaging.
 

Accepted returns must be received within 30 days for exchange or refund.

 

You must contact us to obtain approval to return an item. Once your return is approved, we will provide you with your RMA (Return Merchandise Authrorization) number. If you return an item without contacting us or without following our instructions, your return will not be accepted.

 

Important notes:

- We do not refund delivery costs.

 

 

We are unable to accept the exchange or return of the following items for health and safety reasons:

Cosmetics & Beauty products

Health products

Perishable Goods & Food items

Personal Care Items

Hosiery

Underwear & socks

Swimwear

Pierced jewellery

Pillow protectors

Assembled furniture

Toilet paper

Paper towel

Tissues and serviettes

Medicinal

Cleaning (Anti bacterial wipes, sprays and cleaners, disposable gloves, etc)

Hand Sanitizers

 

Change of Mind
We accept returns on our products provided they are returned in the same condition as they were purchased and have not been used, opened or seal/s broken and not damaged in any way. Please note, we do not refund delivery costs. 
 
To return your item for change or mind, you must follow our returns process.
You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by us, you will not be eligible for a credit or exchange. We recommend you insure high value items that you return for change of mind.
You may be provided with a product exchange, refund or store credit (at our discretion) only when the returned product is received, and it complies with the requirements of our policy.
If the returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address. If we are unable to contact you to arrange this, we may donate your product which is irreversible.
 
Faulty/Damaged Products
 

Please note, where products are faulty or damaged upon delivery, photographic evidence of the damage or faulty must be submitted to Boutique Retailer Support via the contact form below within 3 days of receipt of the product. Failure to do so may result in your claim being denied.

 

  • Our support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product. 

 

  • Once we receive the product, our experienced technicians will assess it and determine how to best resolve the issue.

 

  • Returns for faulty/damaged items must be returned to us for inspection/assessment for us to determine the refund amount. 

 

  • Please ensure that you read the manufacturers instructions carefully before using a product as improper use can sometimes result in the product becoming unfit for purpose.

 

We reserve the right to determine whether a product has major or minor problem and offer resolution & assistance in accordance with the ACCC consumer guarantee.

 
How to lodge a return?

 

To lodge a return, please provide our team with the following information using the link at the bottom of this page:

  1. Description of product to be returned
  2. Reason for return
  3. Photos and/or videos of any faults or issues
  4. Expected outcome (exchange, replacement or refund)

 

We strongly advise returning your order with tracking as the product will remain your responsibility until it has been received at the address supplied by us.

 

As an online retailer, Boutique Retailer does not have physical retail stores where you can return your products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product issue can be diagnosed promptly, and so that we can resolve your issue.

 
Marketplaces
If you have purchased your item via a marketplace, please contact us directly via the marketplace you originally placed your order on. We will be more than happy to assist. Contacting us via our website for these orders may slow down the process.
 
Incorrect Items
If you believe the product we have sent you is incorrect - please contact us asap.  We do not refund for natural wear and tear or for damage caused post receipt.
 
If you have any other queries regarding returns, please email our customer care team here.