Refund policy

 

Returns & Refunds Policy

This Returns & Refunds Policy applies to all purchases made from Exquisitive Designs through our website or any related online sales channels. We comply with the Australian Consumer Law (ACL) and applicable international consumer protections, including the European Union 14-day cooling-off period.

1. Consumer Guarantees (Australian Consumer Law)

Under the ACL, you are entitled to a repair, replacement, or refund if a product has a major failure. A major failure occurs where the item:

  • Has a defect that would have prevented purchase had it been known,

  • Is significantly different from its description or images,

  • Is unsafe, or

  • Fails to perform its intended purpose and cannot be remedied within a reasonable time.

For minor failures, we will repair the product within a reasonable time. If it cannot be repaired, you are entitled to a replacement or refund. This policy does not limit your statutory rights.

2. Change of Mind Returns (Non-EU Orders)

We do not offer refunds for change of mind. At our discretion, we may offer an exchange or store credit if:

  • The item is unused and in original condition,

  • All packaging, labels and tags are intact, and

  • The return is requested within 14 days of delivery.

Custom, personalised, or made-to-order items are not eligible for change-of-mind returns.

3. European Union 14-Day Cooling-Off Period

For orders shipped into the European Union, customers have the right to cancel or return their order within 14 days of delivery, for any reason and without the need to provide justification.

Returned items must be:

  • In the same condition as received,

  • Unworn or unused,

  • With all tags attached, and

  • In the original packaging.

Proof of purchase is required.
Unless the item is faulty, the customer is responsible for return shipping costs.

4. Faulty or Damaged Products

Customers must notify us of any faulty, damaged, or incorrect items within 7 days of delivery.

To assess your claim, we require:

  • Order number,

  • Description of the issue, and

  • Clear photos or videos of the fault or damage.

Where a product is faulty or not as described, we will provide a repair, replacement, or refund, in accordance with the ACL or relevant EU consumer rights.

5. Custom & Personalised Products

Custom, personalised, or made-to-order products cannot be cancelled, returned, or refunded unless they are faulty, damaged, or significantly different from what was agreed. Customers are responsible for ensuring spelling, colours, design details, and personalisation instructions are correct before placing the order.

6. Shipping Issues

We are not liable for delays caused by postal or courier services, customs, or circumstances outside our control. We also accept no responsibility for addresses entered incorrectly at checkout.

If an order is returned to us due to an incorrect address, failure to collect, or refusal of the parcel, the buyer will be responsible for all reshipping costs.

7. Return Approval & Process

All returns must be authorised by us before being sent back.

To request a return, contact: exquisitivedesigns@gmail.com
Please provide:

  • Full name

  • Order number

  • Reason for return

  • Supporting photos/videos (where applicable)

We will provide return instructions once your request has been reviewed.

Returned items must be securely packaged. We recommend a tracked postage service, as we are not responsible for returned parcels lost in transit.

8. Return Shipping Costs

  • For faulty, damaged, or incorrect items: we will cover return shipping costs or issue a prepaid return label where possible.

  • For change-of-mind returns (where permitted): the customer is responsible for all return shipping costs.

Original shipping charges are refundable only where required by law.

9. Refunds

Once your return is received and inspected, we will notify you of approval or rejection.

If approved, refunds will be processed to your original payment method within 10 business days.
Processing times may vary depending on your bank or payment provider.

If you have not received your refund within 15 business days of approval, please contact us at exquisitivedesigns@gmail.com.

10. International Orders

For orders shipped outside Australia:

  • Shipping costs are non-refundable unless the item is faulty.

  • Return postage is the customer’s responsibility unless otherwise required by law.

  • Duties, taxes, and import fees are not refundable by us.

EU-based customers retain their statutory cooling-off rights as outlined above.