Refund policy

  1. Returns and refunds
    1. Our refunds and returns policy incorporates those rights You have under the Australian Consumer Law.
    2. As a precondition to our assessment of any request for a refund or a return we will ask You to provide us with a valid proof of purchase of the relevant Product or Service. This may include Your original receipt, Your tax invoice or a statement from us.
    3. Failures in respect of Products
      1. Our Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:
        1. a replacement or refund for a major failure; and
        2. compensation for any other reasonably foreseeable loss or damage.
      2. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure.
      3. If the failure is minor, we reserve our right to offer to repair only.
    4. How to return Products
      1. You must provide us with:
        1. proof of purchase by producing the original tax Invoice or other form of proof such as proof of payment;
        2. the goods listed on the tax invoice with all original packaging and manuals enclosed (including any bonus offers if applicable);
        3. goods in their original condition;
        4. goods with their tags remaining attached;
        5. suitable identification to identify You as the original purchaser; and
        6. our online returns form which details the fault or issue with the goods and that the fault or issue was not caused by You.
      2. We reserve the right to refuse any request for cancellations, exchanges, alterations, amendments, returns and refunds in accordance with the Australian Consumer Law.
      3. You will be liable for any costs incurred relating to delivery, where the products have been delivered to You, unless the product is found to be fault or damaged.
      4. Returns or refunds will not be offered where any products have been marked as “undeliverable” by the shipping provider.
      5. You may be charged 20% of the purchase price of Your purchase for the administrative and handling costs associated with any exchange, alteration, amendment return or refund in accordance with the Australian Consumer Law.
      6. Please download and complete our online returns form to ensure we can process Your refund as quickly as possible. This form should be included with Your return. You can download Your returns form here: https://softly-summer.myshopify.com/pages/warranty-form
    5. Items not Eligible for Return
      1. We do not accept returns or exchange for change of mind or where the fault of the Product was caused by Your misuse. All Products come with Care Instructions that You acknowledge You will read carefully.
      2. We are not liable for faults in the Product that occur due to using the Product in a way that does not align with the Care Instructions.