Returns Policy

Returns Policy main image Returns Policy image
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).   
 
Change of Mind
We accept returns on our products provided they are returned in the same condition as they were bought and have not been used, opened or seal/s broken and not damaged in any way. 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.
 
Change of mind returns are not accepted for intimates, which includes underwear, hosiery, socks, swimwear and adult toys due to hygienic reasons. 
 
We regret that we are unable to accept the exchange or return of the following items for change of mind for hygiene reasons: 
 
Cosmetics & Beauty products (If hygiene seal is broken)
Pharmaceutical/Health products
Perishable Goods & Food items
Personal Care Items
Hosiery
Underwear & socks
Swimwear
Pierced jewellery
Mattresses, mattress and pillow protectors
Gift cards, phone recharge or third party gift cards
Media - Books and unsealed CDs, DVDs & Video Games
Assembled furniture
Digital Goods (download codes etc.)
Personalized/Made to order Goods
Earphones/Headphones (if package has been opened)
Large/Bulky Appliances
Toilet paper
Paper towel
Tissues and serviettes
Medicinal (pain relief)
Cleaning (Examples: anti bacterial wipes, sprays and cleaners, disposable gloves)
Feminine hygiene and incontinence
Baby wipes
Hand Sanitizers 
All returns must be received within 14 days.
We strongly advise returning your order with tracking as we can't be responsible for items that go missing before they reach us.
Also please note we don't refund delivery costs. 
Exchanges are possible. We don't cover additional shipping costs for replacements so these will be charged to you. 
 
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 will not speed up the process.
 
Damaged or Incorrect Items
If your item is damaged/faulty or you believe the product is incorrect somehow 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 at returns@boutiqueretailer.com.au