Refund and Return Policy

1. Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Voluntary Change-of-Mind Returns

In addition to your statutory rights, we offer a voluntary 30-day change-of-mind return window from the date of delivery, subject to the eligibility requirements below.

3. Eligibility Requirements

To be eligible for a change-of-mind return, items must be unused, unworn, unwashed, and returned in their original packaging with tags attached, together with proof of purchase.

4. Items Excluded from Voluntary Returns

Underwear, swimwear (where hygiene liners have been removed), earrings, and made-to-order items are not eligible for voluntary change-of-mind return unless faulty.

5. Sale and Promotional Products

Items purchased at a discount of 50% or more, or marked as final sale, are eligible for exchange or store credit only, unless the item is faulty or the Australian Consumer Law provides otherwise.

6. Damaged, Defective, Incorrect or Misdescribed Products

If an item arrives damaged, faulty, incorrect, or materially different from its description, contact us within 14 days of delivery for a free replacement, repair, or full refund, including original shipping charges.

7. How to Request a Return

Email support@cooksriverandwaratah.com.au with your order number, the item(s) concerned, and the reason for return. We will respond with return instructions within 2 business days.

8. Return Shipping Costs

For change-of-mind returns, the customer is responsible for return shipping costs. For faulty, damaged, or incorrect items, we cover return shipping.

9. Inspection of Returned Items

Returned items are inspected within 5 business days of receipt to confirm they meet the eligibility requirements above.

10. Refund Method and Processing

Approved refunds are issued to the original payment method within 5 to 10 business days of inspection. Processing times may vary depending on your bank or card issuer.

11. Original Shipping Charges

Original shipping charges are non-refundable for change-of-mind returns, except where the return results from our error or a faulty product.

12. Non-Delivery and Delivery Concerns

If your order does not arrive within the estimated delivery window, contact us so we can investigate with the carrier and arrange a replacement or refund where appropriate.

13. Partial Refunds

Partial refunds may be issued where only part of a bundled order is returned, or where an item shows minor wear inconsistent with a full change-of-mind return.

14. Exchanges

Exchanges for a different size or colour are available within 30 days of delivery, subject to stock availability.

15. Store Credit

Store credit issued in place of a refund does not expire and can be used toward any future purchase.

16. Final Sale Items

Items explicitly marked "Final Sale" at checkout are not eligible for return or exchange except where required by the Australian Consumer Law.

17. Orders Returned to Sender

If a parcel is returned to us due to an incorrect address or repeated failed delivery attempts, we will contact you to arrange reshipment at the customer's cost or issue a refund minus original shipping charges.

18. Late or Missing Refunds

If a refund has not appeared within 10 business days of approval, please check with your card issuer or bank before contacting us, as processing times vary.

19. Contact

Cooks River & Waratah
28 Silver St
Marrickville NSW 2204
Australia
Phone: +61 2 9876 5432
Email: support@cooksriverandwaratah.com.au