Refund policy
Effective Date: 1 July 2025
Last Updated: 1 July 2025
1. Initiating a Return
- Customers can submit return requests by submitting a return request via our Return Form.
- We will review the request and provide return instructions, including our return address.
2. Return Window & Conditions
- Returns must be initiated within 14 days of receiving the order.
- Items must be unused, in original packaging, and have all tags and labels attached and in resalable condition.
- Items that are worn, damaged, or missing original packaging will not be eligible for a return.
3. Return Shipping & Costs
- Customers are responsible for return shipping costs.
- We do not provide prepaid return labels—customers must arrange their own postage.
- We recommend using tracked shipping, as we are not responsible for lost returns.
4. Refund Processing
- Once the returned item is received, we will inspect it within 2 business days.
- If approved, refunds are issued to the original payment method within 2 days.
- A confirmation email will be sent once the refund is processed.
5. Exchanges
- If applicable, exchanges can be requested instead of refunds.
- If the exchanged item costs more, customers must pay the difference.
- Exchanges are processed within 2 days after we receive the returned item.
6. Non-Returnable Items
The following items cannot be returned or refunded:
- Final sale or clearance items
- Personalized or custom-made products
- Items damaged due to misuse or incorrect care
7. Faulty Items & Australian Consumer Law
Under Australian Consumer Law, customers are entitled to refunds, replacements, or repairs for faulty goods.
- If an item is faulty, contact us at info@barlowandpotts.com.au within 14 days of receiving the order.
- We will cover return shipping for defective or incorrect items.
- Proof of purchase required for all claims.
8. Contact Us
If you have any questions about returns, feel free to get in touch at info@barlowandpotts.com.au