Refund policy
REFUND & RETURN POLICY
Your rights under the Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law (ACL). If a product you purchased from Charlotte Byron is faulty, not of acceptable quality, not fit for its intended purpose, or does not match its description, you are entitled to a remedy — which may include a repair, replacement, or refund — regardless of the conditions set out below. These rights apply whether or not the item has been used, opened, or returned in its original packaging.
The information below describes our voluntary change-of-mind returns process. It does not affect your statutory rights under the ACL.
CHANGE OF MIND RETURNS
As a courtesy to our customers, we accept change-of-mind returns within 30 days of receiving your order.
To be eligible for a change-of-mind return, the following conditions apply:
* The item must be unused and show only normal handling for inspection purposes.
* The item must be returned in its original condition and packaging where reasonably possible.
* All accessories, components, manuals, and included items must be returned together.
* For hygiene-related products, the item must be thoroughly cleaned before being returned.
These conditions apply only to change-of-mind returns. They do not apply if your item is faulty or does not match its description — in that case, please see "Faulty or Incorrect Items" below.
We reserve the right to assess returned items before approving a change-of-mind refund or exchange.
RETURN SHIPPING COSTS
For change-of-mind returns, return shipping costs are the responsibility of the customer.
If your item is faulty, not as described, or otherwise fails to meet a consumer guarantee under the ACL, we will cover the cost of return shipping.
All approved returns must be sent to our central warehouse. The correct return address will be provided by our support team once your return request has been reviewed. Please do not return any item to the sender address shown on the package.
HOW TO REQUEST A RETURN
To start a return, please contact us at:
Email: support@charlottebyron.com
Subject line: "Return Request"
Please include:
* Order number
* Full name
* Shipping address
* Reason for the return
* Photos of the product (if damaged, faulty, or incorrect)
Once your request has been reviewed, we will provide return instructions and the correct return address.
ORDER CHANGES AND CANCELLATIONS
Because our fulfilment process begins shortly after an order is placed, we are unable to cancel or amend orders once they have entered processing or shipped. If you need to change or cancel an order, please contact us as soon as possible after placing it and we will do our best to assist before it is processed.
If your order has already shipped, please wait until it is delivered and then follow our return process above.
REFUNDS
After we receive and inspect your returned item, we will notify you of the outcome.
Where a refund is approved:
* Refunds are issued to the original payment method used for the purchase.
* Refunds are typically processed within 14 business days of the returned item being received and approved.
* For change-of-mind returns, original shipping costs are non-refundable.
* For faulty, incorrect, or not-as-described items, you will not be charged any shipping costs, and your refund will include the full amount paid, in line with your rights under the ACL.
ITEMS NOT ELIGIBLE FOR CHANGE-OF-MIND REFUNDS
Change-of-mind refunds do not apply to:
* Items damaged due to misuse or improper handling after delivery.
* Items returned incomplete or missing original components.
* Items returned outside the 30-day change-of-mind window.
* Personalised or custom-made products, where applicable.
This does not affect your right to a remedy under the ACL if the item is faulty, unsafe, or significantly different from its description.
FAULTY OR INCORRECT ITEMS
If your order arrives damaged, faulty, or you receive the wrong item, please contact us within 48 hours of delivery with photographs and your order number so we can resolve this for you promptly. Depending on the nature of the issue, you may be entitled to a free repair, replacement, or refund under the Australian Consumer Law.
CONTACT US
For any questions regarding returns, refunds, or your rights under the Australian Consumer Law, please contact:
Charlotte Byron
Email: support@charlottebyron.com
By placing an order with us, you acknowledge that you have read this Refund & Return Policy. This policy does not limit or exclude any rights you may have under the Australian Consumer Law.