Product Returns
Please complete the form below to request an RMA number.
OUR RETURNS POLICY
1. If the goods are faulty
Our goods may come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You also may be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you think that there is a fault with an item you have received, please let us know straight away by contacting our Customer Care Team. Please include as many details as possible about the order and the problem with the goods.
2. If you change your mind
In addition to your rights in relation to faulty goods, you can return any item within 7 days of receipt for a refund of that item. We will refund the monetary value of the goods returned to us, at the price you purchased them.
Please note that in the interests of hygiene, items marked with a next to the name of the goods cannot be returned, unless they have remained in their original wrapping or are faulty.
If you change your mind about the goods (including the size or colour), the goods returned must be in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box. All goods will be inspected on return.
3. Returns Generally
This section 3 applies to the return of all goods, regardless of whether they are faulty or you choose your mind or need a different size.
You are responsible for the costs of returning goods to us. Any goods returned are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.
For Australian customers use the label on your delivery and returns note, enclosed with your goods.
We recommend you use a postal service that insures you for the value of the goods you are returning. Please send your returned goods to:
Telopea Fashion Pty Ltd.
Shop 3, 111-117 McEvoy Street,
Alexandria 2015 NSW Australia
HOW DO I RETURN AN EXISTING ITEM?
As an online business, we aim to provide a Returns service that is totally hassle-free for you. From receipt, you have 7 days to decide if you want to return any item (this includes all sale items) within your order for refund. Just fill out the Returns Form enclosed with your order.
If an item develops a fault after 28 days, you may be able to return it for a refund depending upon the type of item, the way in which such an item is ordinarily used and the typical lifespan of that type of item, You are not able to return goods if they have been thrown away, destroyed, lost or damaged through no fault of ours after the goods have been delivered to you. See our returns policy here for more information about what to do if you think there is a fault with an item you received.
Please note it is very important that when you return an item, we know the order number it relates to and your details. Without these details we won't be able to issue your refund.
It can take up to 7 days for us to receive your return, depending on which postal service you use. However once we receive them, we will inspect and process the goods within 24 hours to ensure you receive what you want as quickly as possible.
If you change your mind about the goods (including the size or colour), the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you.
So you are kept informed, we will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your telopeafashion.com account.
Any refund will automatically be issued to the card or gift voucher used to make the original purchase and in the event we are unable to provide a suitable replacement we will automatically refund you and let you know via email.
I HAVE LOST MY RETURNS NOTE
Don't worry if you've lost your returns note, click on the below link to access the relevant form and follow the instructions at the top of the note. Don't forget to include this with your parcel when you return your goods!
MY RETURN WAS PROCESSED BUT I WASN'T REFUNDED MY DELIVERY CHARGE
We will usually refund you what you paid for the goods but not the delivery charge except in cases where the entire order was faulty.
I HAVE BEEN REFUNDED THE INCORRECT AMOUNT
We are very sorry if we have made a mistake on your refund. Please get in touch with our Customer Care Team who will try and sort it out for you as soon as possible.
The following may affect the amount you have been refunded:
The delivery charge, which would only be refunded if the entire order of goods is faulty.
Any discounts that were applied at the time of sale, which may not now be applicable, meaning that the goods are being advertised at a higher price than when you purchased them. In this case, you'll only be refunded the price you paid for the goods.
CAN I RETURN UNWANTED ITEMS THAT WERE BOUGHT USING A GIFT VOUCHER?
Of course! Your right to return an item remains exactly the same regardless of whether you bought it with a gift voucher, a payment card, or a combination of the two.
For your convenience, we'll refund anything you paid for with your debit/credit card first, and then send you a new 16-digit code for any outstanding gift voucher credit you are owed.
HAVE YOU RECEIVED MY RETURNED GOODS?
As soon as your return has been processed by our warehouse, we'll email you to let you know.
In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with our Customer Care Team and we'll get back to you as soon as possible.
If you have returned your parcel using registered post or another service that can be tracked, please give us the reference number when you contact us.
