Refund policy

RETURNS POLICY

Welcome to our Returns Policy! This applies to all purchases made on our Websites. Please note that this policy is incorporated by reference into our Terms of Service (Terms). Any capitalised terms not defined here can be found in the Terms. By accessing or using our Services, including this Returns Policy, you agree to comply with all applicable Terms.

RETURNS

If you’ve had a change of mind, or the item you’ve received isn’t the right style or fit, we’re here to help. We offer two options:

Store Credit: You can receive store credit for your return.
Refund: You can receive a full refund for your return on your original payment method.

All returns need to follow the below protocol to be eligible:

  • Use our Returns Portal to submit your request.
  • Make the request within 30 days of delivery for a refund.
  • Ensure the merchandise is in saleable condition (unworn or unused) with all original packaging or tags attached.
  • Note that certain items (Excluded Goods) are not eligible for return (details below).

Excluded Goods

Please note that returns are not provided for the following types of merchandise, except as required by Australian Consumer Law:

  • Hats/Beanies
  • Items marked as ‘final sale’: These cannot be returned or exchanged unless they are faulty.

ONLINE RETURNS & SHIPPING LABELS

For all customers who have selected Checkout+ coverage, will be provided with a shipping label for return postage without additional cost. 

For customers who have not elected for Checkout+ coverage, your return will incur a return label fee per submission as below, which will be deducted from your final refund.

Australia: AUD$16
New Zealand: NZD$22
United States: USD$27
Canada: CAD$37
UK: GBP£20

If you have purchased from outside of these shipping regions without Checkout+ coverage and wish to make a return, you will need to cover the shipping costs and there will be no fee associated.

US RETURNS - PLEASE NOTE: All returns from the USA will not include the refund of duties/tariffs pre-paid. Only the item cost will be refunded. Customers may be able to claim duties paid back through local customs authorities.

Additional Return/Restock Fees

To prevent misuse of our free shipping and return policy for "try-on" purposes, a restocking fee will be applied to any orders/items that are returned in the following situations:

1. When two or more of the same/similar item are returned.
(example: purchasing two (2) pants/bibs in different sizes and then returning both, or purchasing three pairs of pants/bibs in the same style but multiple sizes, or same sizes in differing styles/colours, and then requesting a refund for two items.)

2. Excessive exchanges.
(example: returning a jacket that was too small and reordering the next two sizes down to try, and then returning another jacket; or when a customer needs to return a second order due to incorrect sizing and re-order for a third time, especially without consulting customer service for sizing help, or ignoring size recommendation from customer service.)

3. Rejection due to customs/duties: If an incoming order has arrived at your local customs office, and the customs/duties charges are refused/rejected which results in its return to us. (example: your local mail authority contacts you to pay the outstanding duties fee to release the parcel to you, and you refuse, so the parcel is automatically sent back to us) We have warnings about customs/duties/VAT payable on delivery on our cart and checkout pages, as well as in our shipping policy.

Restock fees apply per order returned as below:

Australia: AUD$25
New Zealand: NZD$30
United States: USD$40
Canada: CAD$45
UK: GBP£25
Rest of World: AUD$50

This policy discourages excessive exchanges and ensures fairness to all our customers. If you need help with your sizing, please contact us via the Live Chat on this website, Social Media, email, or our contact form. We are able to guide and recommend accurate sizing and fitment without liability for yourself.

If you feel that your return should be exempt from a restock fee due to an exceptional circumstance, please contact us before initiating your return.

Please note that these restocking fees are applied in addition to the shipping label fee, but do not apply to returns due to faulty or incorrect items, and we may apply a restock fee in any other situation we deem appropriate, at our own discretion. 

 

FAULTY/DEFECTIVE PRODUCTS

If an item is faulty, wrongly described, incorrect, or otherwise in breach of Australian Consumer Law, we are committed to fulfilling our legal obligations. Here’s how we handle such situations:

Lodging the return:

  • If you believe an item is defective or faulty, please use our Returns Portal.
  • Select ‘Faulty’ as the reason from the drop-down options.
  • To facilitate the returns process, you may need to upload clear images of the damage, defect, or fault for our assessment.

Preliminary Assessment:

  • Upon receiving your claim, we’ll conduct an initial assessment.
  • We may request additional information to process your claim effectively.

Resolution Options:

If the product is confirmed to have a defect, you have the following options (your choice):

Replacement: We’ll provide a replacement for the faulty item.
Refund: You can opt for a refund
Online Store Credit: Alternatively, we offer online store credit.

If a return is necessary, we’ll arrange for the defective or faulty item to be returned to Nobody’s Princess at our expense. We’ll contact you to provide detailed instructions for the return process. In some cases, you may be instructed to dispose of the defective item, and we’ll guide you accordingly.

Please note that we may not be able to offer a replacement or exchange on some Products if there is no longer stock available.

REFUND OPTIONS

Store Credit

If you are to receive online store credit, the credits are given to you in the form of an online gift card. Please allow up to 48 hours for store credit to be delivered from the date on which we receive your items.

  • Store credits are valid for 12 months before expiry.
  • Store credits are non-refundable once applied to the account.

To use your store credits/gift card, you will have the option in the checkout on the payment step.

Refunds

If you are entitled to a refund, your refund will be returned in the same manner as the original payment method. For purchases made by credit or debit card, the cardholder and the same credit or debit card are required to process the refund as was originally used for the purchase.

Please note that processing of refunds can take up to 7 business days to show on your account due to varying processing times between payment providers.

*Any duties paid at checkout, or on delivery into your country are not refunded by us. You must contact your local customs authority to get these duties refunded if you return an item to us. 

 

CONSUMER GUARANTEES

This Policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law.

If you believe an item purchased from us is defective or faulty, you may have rights under Australian Consumer Law. Where there is a major failure with the item you may choose a refund, exchange, or repair and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the item repaired or replaced if the item fails to be of acceptable quality and this failure does not amount to a major failure. Where an item is damaged through misuse, we cannot provide a refund, exchange or repair.

Certain legislation including the Australian Consumer Law (ACL) in the Consumer and Competition Act 2010 (Cth), and similar consumer protection laws and regulations may conflict your with rights, warranties, guarantees, and remedies relating to the provision of goods or services to you by us which cannot be excluded, restricted or modified. Our liability is governed solely by the ACL, this policy and any terms and conditions specified on our Websites.

AMENDMENT

We reserve the right to amend this Returns Policy periodically without prior notice. By making any purchase from us after such amendments, you confirm your acceptance of those changes. We recommend checking our current Terms before making any new purchases. Please note that our agents, employees, and third parties do not have the authority to modify this Policy or our Terms and Conditions.


CONTACT US

If you have any enquiries regarding your return or our Returns Policy, feel free to contact us. For any further issues, our customer service team is available via email at hello@nobodysprincess.com.au.