Refund Policy

At AussieNakedease, we are committed to providing high-quality lingerie products designed to meet your expectations. We understand that there may be situations where a return, refund, or exchange is necessary. This policy outlines every step of our process in detail, while ensuring compliance with your rights under the Australian Consumer Law (ACL).

1. Your legal rights under the Australian Consumer Law (ACL)

Under the Australian Consumer Law, consumers have automatic guarantees that cannot be excluded, restricted, or modified. These rights include:

• A refund, replacement, or repair at no cost if a product has a major defect.

• Repair or compensation in the case of minor defects.

• These rights apply regardless of any conditions mentioned in our internal return policy.

1.1 What constitutes a major defect?

A major defect occurs when:

• The product does not match its description, advertisement, or reasonable expectations.

• The product is not suitable for its intended purpose or functionality.

• The defect is significant and cannot be resolved within a reasonable timeframe.

1.2 How minor defects are handled

For minor defects, we may offer a repair or partial compensation instead of a full refund, depending on the situation.

You can learn more about your consumer rights by visiting the Australian Competition & Consumer Commission (ACCC) website: www.accc.gov.au.

2. Internal return and refund policy

In addition to your legal rights, we offer an extended return policy that provides customers the opportunity to return items under specific conditions.

2.1 Return period

You may return an item within 30 days of receiving your order. Returns outside of this timeframe may not be accepted unless required by law.

2.2 Eligibility criteria for returns

To be eligible for a return, items must meet the following conditions:

• Unworn and unwashed: Items can only be tried on briefly and must show no signs of wear, stains, odors (such as deodorant, perfume, or sweat), or damage.

• Original condition: All product tags and packaging must be intact and included in the return.

• No removal of hygiene seals: Products such as underwear, bodysuits, or stockings cannot be returned if the hygiene seal has been broken, unless the item has a major defect.

Failure to meet these conditions may result in the rejection of your return request.

3. Non-returnable and non-refundable items

Certain items are non-returnable and non-refundable unless they have a major defect or do not comply with consumer guarantees:

• Underwear (panties, thongs, bodysuits, or stockings) with the hygiene seal removed or broken.

• Customized or personalized products.

• Items purchased during sales or special promotions.

If you believe that a non-returnable item has a defect, please contact our customer service team to discuss your options.

4. Detailed return process

Step 1: Submit your return request

Contact our customer service team through one of the following channels:

• Email: [Insert customer service email]

• Online form: [Insert link to return form]

Please provide the following information:

• Order number.

• Item reference(s) (SKU, product name, or description).

• Reason for return (e.g., incorrect size, defect, incorrect item received, dissatisfaction).

• Photos of the product if there is a visible defect or problem.

We aim to respond to return requests within 48 business hours.

Step 2: Return approval

Once we review your return request, you will receive an email confirming whether the return has been approved. If approved, the email will include:

• A return confirmation number.

• Detailed instructions for return shipping, including the return address.

Step 3: Preparing and shipping your return

Follow these guidelines to ship your return:

• Carefully pack the item(s) to prevent damage during transit.

• Include a copy of the return confirmation email or your order number in the package.

• Use a tracked and insured shipping service for your return. AussieNakedease is not responsible for lost or damaged parcels.

Unless your return is due to a defect or error on our part, return shipping costs are the customer’s responsibility.

Step 4: Return inspection

Once we receive your return, the item(s) will be inspected within 5 business days. You will be notified of the outcome via email.

• If the return is approved, we will proceed with the refund (or another resolution if applicable).

• If the return is denied (e.g., for not meeting eligibility criteria), we will contact you to discuss the next steps.

5. Refund and exchange options

5.1 Refund process

If your return is approved, refunds will be issued to the original payment method used during the purchase. Refund processing times may vary:

• The refund may take 7 to 10 business days to appear on your account, depending on your bank or payment provider.

• You will receive a confirmation email once the refund has been initiated.

5.2 Refund delays

If you have not received your refund after 10 business days, please follow these steps:

1. Contact your bank or payment provider to check the status of the transaction.

2. Contact our customer service team for assistance.

5.3 Exchanges

We do not offer direct exchanges. If you wish to replace an item (e.g., for a different size or color), please follow these steps:

1. Submit a return request for the original item.

2. Place a new order for the desired item.

3. You will receive a refund for the returned item if eligible.

6. Defective or incorrect items

If you receive a defective or incorrect item, please contact us within 7 days of receiving the order. Include the following information in your request:

• Description of the issue.

• Photos clearly showing the defect or error.

We will arrange one of the following resolutions:

• A free replacement of the item.

• A full refund, including return shipping costs.

7. Return shipping costs

• Standard returns: Customers are responsible for return shipping costs.

• Defective or incorrect items: AussieNakedease will cover return shipping costs.

8. Liability and insurance

AussieNakedease is not liable for lost or damaged return packages. We recommend using a tracked and insured shipping service to protect your return.

9. Contact us

If you have any questions about our refund policy, please contact us via:

• Email: aussienakedease@gmail.com

Our customer service is available during 9 am-7 pm 7/7.

10. Policy compliance

This refund policy complies with the Australian Consumer Law (ACL) and is provided in addition to your legal rights. Thank you for choosing AussieNakedease!