Refund policy
1. Returns
1.1 Return Period
If you have changed your mind about your purchase, you may request a return within 30 days of receiving your order, subject to the conditions outlined below.
Unfortunately, change-of-mind returns requested after 30 days may not be accepted.
Nothing in this policy affects your rights under the Australian Consumer Law, including your rights relating to products that are faulty, unsafe, significantly different from their description or otherwise covered by applicable consumer guarantees.
1.2 Return Conditions
To be eligible for a change-of-mind return, the item must be in the same condition in which you received it, unused, unworn and with its original tags and packaging where applicable.
Items that have been worn, washed, damaged or altered may not be eligible for a change-of-mind return.
For products subject to hygiene requirements, items must be clean and in an appropriate condition when returned.
1.3 Exceptions
For hygiene reasons, certain items may not be eligible for a change-of-mind return, including underwear, lingerie, tights and certain personal care products.
This does not affect your rights under the Australian Consumer Law where an item is faulty or otherwise covered by a consumer guarantee.
1.4 How to Request a Return
If you would like to request a return, please contact us by email at:
Email: info@samanthasydney.com
Please include the following information:
• Your order number
• The reason for the return
• A photo of the item if it is damaged or faulty
• Your full contact details
Our customer service team will review your request and provide you with the return instructions.
────────────────────────────────────────
2. Refunds
2.1 Refund Process
Once we receive and inspect your returned item, we will notify you by email whether your return has been approved.
If your return is approved, your refund will be processed to your original payment method.
The time it takes for the refund to appear in your account may depend on your payment provider or financial institution.
Where a refund is required under the Australian Consumer Law, we will provide the applicable remedy in accordance with those requirements.
2.2 Late or Missing Refunds
If you have been notified that your refund has been processed but have not received it:
• Please check your bank account or payment account again.
• Contact your payment provider or bank, as processing times can vary.
• If you still have not received your refund, please contact us at:
Email: info@samanthasydney.com
────────────────────────────────────────
3. Fees
3.1 Return Shipping Costs
For change-of-mind returns, customers are responsible for the return shipping costs unless otherwise stated by us.
We recommend using a tracked shipping service when returning an item, as proof of postage may be required.
Where an item is faulty, damaged or otherwise covered by the Australian Consumer Law, we will provide the applicable remedy in accordance with your consumer rights.
────────────────────────────────────────
4. Exceptions
4.1 Defective or Incorrect Products
If you receive an item that is faulty, damaged, incorrect or otherwise does not meet the consumer guarantees applicable under Australian law, please contact us as soon as reasonably possible.
Please provide your order number and, where appropriate, photographs showing the issue.
Depending on the circumstances and your rights under the Australian Consumer Law, we may provide a repair, replacement, refund or other appropriate remedy.
4.2 Order Cancellations
If you need to cancel or change an order, please contact us as soon as possible after placing your order.
Because orders may enter our processing system shortly after purchase, we cannot guarantee that cancellation or changes will be possible.
If your order has already been processed or dispatched, our standard returns process may apply.
────────────────────────────────────────
5. Contact Information
For any questions regarding this Returns & Refunds Policy, please contact us at:
Email: info@samanthasydney.com
