Refund policy

 

Thank you for shopping at betseyjohnsona.shop. We want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, exchanges, refunds, damaged items, and order issues are handled.

Nothing in this policy excludes, restricts, or modifies any rights or remedies available to you under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded, restricted, or modified.

1. Change-of-Mind Returns

We accept eligible change-of-mind returns within 30 days after the date your order is delivered.

To qualify for a change-of-mind return:

• The item must be unused, unworn, unwashed, and in its original condition.

• The item must include its original packaging, labels, tags, accessories, manuals, and any promotional items supplied with it.

• The item must be suitable for resale.

• You must provide your order number or other valid proof of purchase.

• You must contact us before returning the item.

To request a return, email info@betseyjohnsona.shop with your order number, the item you wish to return, and the reason for the return.

Do not return an item before receiving return instructions from us. Returns sent without prior approval may be delayed or refused where permitted by law.

Approval of a return request does not automatically guarantee a refund. All returned items will be inspected after they are received.

2. Return Shipping for Change-of-Mind Returns

Customers are responsible for the cost of returning items when the return is due to a change of mind, including situations where:

• The wrong size, colour, style, or quantity was ordered.

• The customer no longer wants or needs the item.

• The customer found the item at a lower price elsewhere.

• The customer did not carefully review the product description or measurements before ordering.

• The delivery was refused or not collected for reasons not caused by us.

We recommend using a tracked shipping service and keeping proof of postage. We are not responsible for change-of-mind returns that are lost or damaged while being returned to us.

Any original shipping charges paid by the customer are non-refundable for change-of-mind returns, except where required by law.

3. Items Not Eligible for Change-of-Mind Returns

Unless required by the Australian Consumer Law, we do not accept change-of-mind returns for:

• Personalised, customised, or made-to-order products.

• Gift cards or store credit.

• Items marked as final sale or clearance.

• Perishable products.

• Personal-care, beauty, cosmetic, or hygiene products that have been opened or used.

• Underwear, swimwear, earrings, or other hygiene-sensitive products where the protective seal or packaging has been opened.

• Products that have been used, worn, washed, altered, assembled, installed, damaged, or handled beyond what is reasonably necessary to inspect them.

• Products returned without their original packaging, accessories, labels, or components.

• Digital products or downloadable content after access or delivery has begun.

These exclusions do not apply where an item fails to comply with a consumer guarantee under the Australian Consumer Law.

4. Faulty, Damaged, Unsafe, Incorrect, or Misdescribed Items

Please contact us as soon as possible if an item is faulty, damaged, unsafe, incorrect, materially different from its description, or otherwise fails to meet a consumer guarantee.

Email info@betseyjohnsona.shop and include:

• Your order number.

• A clear description of the problem.

• Photographs or videos showing the item and the issue.

• Photographs of the packaging and shipping label if the item arrived damaged or incorrect.

• Any other information reasonably required to assess the claim.

We may ask you to return the product for inspection. Where the item is confirmed to have a fault or other failure covered by the Australian Consumer Law, we will provide an appropriate remedy and cover or reimburse reasonable return shipping costs where required by law.

Providing photographs or contacting us promptly can help us investigate the issue, but nothing in this policy limits the period during which you may be entitled to a remedy under the Australian Consumer Law.

5. Consumer Guarantees

Products sold to Australian consumers come with guarantees that cannot be excluded under the Australian Consumer Law.

Goods must generally be:

• Of acceptable quality.

• Fit for any disclosed purpose.

• Safe, durable, and free from defects.

• Consistent with their description.

• Consistent with any sample or demonstration model.

• Supplied with any promised warranties, repairs, spare parts, or other applicable support.

The remedy available will depend on whether the problem is major or minor and on the circumstances of the purchase.

Major Problems

A product may have a major problem when:

• A reasonable consumer would not have purchased it had they known about the problem.

• It is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time.

• It is unfit for a purpose disclosed before purchase and cannot easily be fixed within a reasonable time.

• It is significantly different from its description, sample, or demonstration model.

• It is unsafe.

Where there is a major problem, you may be entitled to reject the product and choose between a refund or replacement, subject to the Australian Consumer Law.

Minor Problems

Where the problem is minor, we may choose to provide a repair within a reasonable time.

If the product cannot be repaired, or the repair is not completed within a reasonable time, you may be entitled to a replacement or refund in accordance with the Australian Consumer Law.

6. Proof of Purchase

We may request reasonable proof of purchase before processing a return, replacement, repair, or refund.

Acceptable proof of purchase may include:

• An order confirmation email.

• A receipt or invoice.

• A payment transaction record.

• The order number associated with your purchase.

• Other documentation that reasonably demonstrates the product was purchased from betseyjohnsona.shop.

7. Return Inspection

After receiving a returned item, we will inspect it to confirm its condition and eligibility.

For change-of-mind returns, we may refuse the return or reduce the refund where permitted by law if the product:

• Has been used, worn, washed, altered, assembled, or damaged.

• Is missing packaging, tags, accessories, manuals, or components.

• Is not in a resalable condition.

• Has been damaged because it was not packaged securely for return.

• Does not match the item originally supplied.

These conditions do not limit your rights where the product fails to meet a consumer guarantee.

8. Refunds

When a refund is approved, it will be issued to the original payment method used for the order.

We aim to process approved refunds within 10 business days after the returned item has been received and inspected, or after we confirm that a return is not required.

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, payment provider, and payment method. Processing times controlled by financial institutions are outside our control.

Unless required by law, refunds will not be issued:

• To a different payment method.

• To a different person.

• In cash for an order paid through an electronic payment method.

9. Partial Refunds

Where permitted by law, a partial refund may be issued for an approved change-of-mind return if the item has been handled beyond what is reasonably necessary to inspect it or if its value has been reduced due to missing packaging, accessories, labels, or components.

Partial-refund deductions will not be applied in a way that limits remedies available under the Australian Consumer Law for faulty or non-compliant products.

10. Exchanges

We do not guarantee direct exchanges because product availability may change.

For an eligible change-of-mind return, the fastest way to obtain a different item is to return the original item in accordance with this policy and place a new order.

For faulty, damaged, incorrect, or misdescribed products, a replacement may be offered or required as an appropriate remedy under the Australian Consumer Law.

11. Sale and Clearance Items

Sale and clearance items are not eligible for change-of-mind returns unless otherwise stated.

However, sale and clearance items remain covered by the consumer guarantees under the Australian Consumer Law. If a sale item is faulty, unsafe, materially misdescribed, or otherwise fails to meet a consumer guarantee, you may still be entitled to a repair, replacement, refund, or another remedy.

12. Gifts and Gift Cards

Gift cards are generally non-refundable and cannot be exchanged for cash, except where required by law.

Where an eligible product was purchased as a gift, any approved refund will normally be issued to the original payment method used by the purchaser. We may offer store credit instead where appropriate and agreed.

13. Incorrect or Missing Items

If your order contains an incorrect item or an item is missing, contact info@betseyjohnsona.shop as soon as possible.

Please provide your order number, photographs of the items received, the packaging, and the shipping label. After verifying the issue, we will arrange an appropriate solution, which may include sending the correct or missing item or providing a refund.

14. Packages Marked as Delivered but Not Received

If tracking information shows that a parcel has been delivered but you cannot locate it, please:

• Check the delivery location and surrounding area.

• Ask other members of your household.

• Check with neighbours, building reception, or property management.

• Contact the shipping carrier using the tracking number.

If the parcel still cannot be located, email info@betseyjohnsona.shop. We will review the available tracking information and assist with an investigation where appropriate.

A replacement or refund will be provided where required by the Australian Consumer Law or other applicable law.

15. Refused, Unclaimed, or Undeliverable Packages

If a package is returned because it was refused, not collected, or could not be delivered due to an incorrect or incomplete address supplied by the customer, we may deduct reasonable shipping and return costs from any refund where permitted by law.

This does not apply where the delivery failure was caused by us or where such a deduction would be inconsistent with the Australian Consumer Law.

16. Order Cancellations

To request an order cancellation, contact info@betseyjohnsona.shop as soon as possible.

We cannot guarantee that an order can be cancelled after it has been placed. If the order has already been processed, packed, or shipped, it may need to be handled as a return after delivery.

Any cancellation rights provided by the Australian Consumer Law remain unaffected.

17. Chargebacks and Payment Disputes

We encourage customers to contact us before submitting a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Submitting a chargeback does not remove either party’s rights or obligations under applicable law. We reserve the right to provide order records, delivery information, communications, and other relevant evidence to the payment provider when responding to a payment dispute.

18. Policy Abuse and Fraud

We reserve the right to refuse a voluntary change-of-mind return where we reasonably suspect fraud, return abuse, tampering, substitution of products, use of false information, or another misuse of this policy.

This section does not limit any non-excludable rights or remedies under the Australian Consumer Law.

19. Changes to This Policy

We may update this Return and Refund Policy from time to time to reflect changes to our operations, services, or legal obligations.

The version published on betseyjohnsona.shop at the time of your purchase will generally apply to your order, except where a later change is required by law or provides greater rights to the customer.

20. Contact Us

For return requests, refund questions, damaged products, incorrect orders, or other concerns, contact:

betseyjohnsona.shop
Email: info@betseyjohnsona.shop
Website: betseyjohnsona.shop