Koala Hugs Onesie

RETURNS POLICY

TAKE NOTE: WE OFFER STORE CREDIT ON RETURNS!

AUSTRALIA POST - We are not responsible for your order once it leaves our warehouse. If you are concerned about your order and it's whereabouts, please contact Australia Post with your tracking number.

FAULTY ITEMS | Major failure 

We have a strict quality control procedure, but if for some reason you think you have received a major faulty item or items are missing from your order, please contact us by email within 7 business days of receiving your order. Faulty items do not include change of mind. By consumer law if your item has a major fault we offer a full refund within 7 business days and are happy to do so. Please submit clear photos detailing the faulty items and send to us via email. Once we have received your email we will send you the address so that you can return the faulty items.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major fault and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality.

A major fault means the product:

• is unsafe
• is very different from the description or sample
• has either one serious problem or several smaller problems that would stop someone buying the product if they knew about them beforehand
• can’t be used for its normal purpose, or another purpose the consumer told the seller about before they bought it, and can’t easily be fixed within a reasonable time.

Please take care reading our product descriptions and note that our photos show clearly the items that you are purchasing. We clearly point out any defect in a product. If in doubt please call us or email with your concerns and we are happy to help you. When you look at our products and scroll through you can clearly see "Further Information | Contact" whereby we have added our phone number and email. Purchasing online can be difficult, so please contact us if you have any doubts or questions before placing an order. We are here to help!

A minor fault:

• According to consumer law - The business does not have to offer a replacement or refund for a minor problem, although it can choose to do this.

Please contact us by email and show clear photos of the minor fault and we can offer  a partial refund into your account or a credit note. This would be negotiated so that we both come to a fair agreement.

PHOTO STYLING | front images are for styling inspiration only. Please refer to product descriptions for accurate details. We do not offer a refund if you have not read our product descriptions and then place an incorrect order. We will offer a credit note instead minus all shipping fees.

CHANGE OF MIND | EXCHANGE

We want you to be 100% happy with your purchase from us, which is why we offer returns for credit on our items for change of mind. Change of mind returns includes colour, sizing and style. Our customer’s satisfaction is our number 1 priority. We want you to absolutely love your items, have the correct fit and be confident in your purchases with us. 

• All change of mind returns must be completed within 7 business days of receiving your items.
• Any item returned for change of mind must be returned in the condition you received it
  
• All packaging/tags must still be intact
• Items must not be washed and items must be in unused/unworn condition
• There must be no perfume, animal hair or stains and free of odour on returned items
• Items that are purchased on sale are final and are not eligible for a change of mind return
• All shipping costs are non-refundable on change of mind returns. The cost to return your items are the responsibility of the purchaser.
• Please note that change of mind returns are eligible for a STORE CREDIT ONLY

Shipping costs are non-refundable unless you have received faulty items.

Return costs of items are the responsibility of the purchaser.

HOW TO RETURN YOUR ITEMS FOR CHANGE OF MIND FOR A CREDIT NOTE

1. Contact us by email ONLY within 7 days of receiving your items. Please include your full name, order number and item you are wishing to return. 

Email: hello@theawithlove.com.au with the subject as "RETURN #*order number*"

2. RECEIVING A STORE CREDIT:

• All returns will be assessed. Once your return has been delivered to us, please allow up to 7 business days for your return or exchange to be assessed.  If we accept your returned item, then we will provide you with a store credit to the same value of the item paid (i.e the price you paid for it excluding any shipping).
•  Unless the item is faulty or we mistakenly sent you an incorrect item, all shipping costs are at the buyer's expense. The risk in the item remains with you until it is received by us.
• 3. Lodge your parcel at your nearest post office. We recommend you paying for tracked shipping, as we do not accept responsibility of any returns lost in transit.
• Please note | If you have purchased your item with a discount code, you will be issued the exact value you paid for your item, not the full RRP.

Extract From Consumer Affairs

• Consumers’ responsibilities – goods The law aims to give consumers and sellers a fair go. It is not designed to protect consumers if they are careless or make unreasonable demands. There are several circumstances when consumers are not entitled to a remedy from the seller. Sellers do not have to give refunds, credit or exchanges if consumers: • change their minds, decide they do not like the goods or have no use for them (except in cases where other legislation provides for a ‘cooling off’ period – for example, door-to-door sales) • discover they can buy the goods cheaper elsewhere (except where the seller provides a guarantee that the goods cannot be purchased cheaper elsewhere) • examine the goods before buying and ought to have seen any obvious fault • had the defect drawn to their attention before buying (for instance, when goods were labelled as seconds, or faults were clearly marked) • damage the goods by using them in a way they were not meant to be used.

https://www.accc.gov.au/