Return Policy

Brisbane Boutique — Return Policy

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that you have under the Australian Consumer Law. Where a product has a major or minor problem covered by a consumer guarantee, you are entitled to a free remedy (repair, replacement or refund) regardless of the conditions described below. The voluntary change-of-mind terms in this policy apply only where a product does not have such a problem.

PART A — CHANGE OF MIND RETURNS

Please note that Brisbane Boutique does not offer free change-of-mind returns. Return shipping costs apply.

Is it possible to return my order if I simply change my mind?

Yes, this is possible. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt.

In this case, the order must meet the following conditions:

  • The order still contains all the appropriate parts and components, and the packaging has arrived exactly as the product.

  • Normal handling of the product is evident; breakage due to careless handling is excluded.

  • Products for which hygiene is important have been thoroughly cleaned before the return process begins.

We are entitled to charge the customer for return shipping costs for change-of-mind returns.

A return will be processed within 7 working days and, if the conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse change-of-mind returns if we suspect that the items have been used or damaged through no fault of our own.

How can I return my order?

If your order meets the above conditions, you will need to do the following to initiate the returns process.

Send an email to: info@brisbane-boutique.com

Make sure the email contains the following:

  • Order number

  • Reason for the return request

  • Photo of the product in case of breakage

  • First name + last name of the customer

  • Address of the customer

We will then contact you and provide you with the return address.

Never send the return to the sender. We will send you the correct return address after you have contacted us. For change-of-mind returns, you, the customer, are responsible for the shipping costs of returning the product.

PART B — FAULTY, DAMAGED, DEFECTIVE OR INCORRECT ITEMS (AUSTRALIAN CONSUMER LAW)

If your item arrives damaged, defective, or incorrect, or otherwise fails to meet a consumer guarantee under the Australian Consumer Law, please contact us within 48 hours of delivery with clear photos of the issue. You are not required to pay for return shipping in these cases.

Once confirmed, we will offer a free remedy. For a minor problem, we will repair or replace the item within a reasonable time at no cost to you. For a major failure (the item is significantly different from its description, substantially unfit for purpose, unsafe, or you would not have purchased it had you known of the problem), you may choose your preferred remedy, including a full refund.

Customers will not be required to pay return shipping for confirmed faulty, defective, or incorrect items.

Record for shipments in transit

As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, please wait until you have received the goods before initiating a return. Of course, you can inform us in advance if you intend to return an item once it arrives.

In order to guarantee you the fastest possible return, we ask you to send us a shipping confirmation.

Refunds

Where a refund is due — whether under our change-of-mind policy or under the Australian Consumer Law — we will refund the relevant payment within 14 days of the day on which we receive notification and, where applicable, receipt of the returned goods.

Refunds will be made using the same payment method you used for the original transaction, unless otherwise agreed with you. You will not be charged any fee for receiving a refund.

All change-of-mind returns are sent to our central warehouse in Asia at the customer’s expense. For confirmed faulty, defective, or incorrect items, return shipping is covered by Brisbane Boutique.