Returns and Refund Policy
Last updated: Today
At Ava Rose Melbourne, we want our returns process to be clear and fair for both our customers and our business.
This Returns & Refund Policy explains the conditions that apply to returns, exchanges, refunds, order cancellations and product issues for purchases made through avarose-melbourne.com.
Please read this policy carefully before placing an order.
Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law that cannot legally be excluded, restricted or modified.
30-Day Return Period
Customers may contact us about a return within 30 days of receiving their order.
A return request does not automatically mean that a return or refund has been approved.
Before returning any product, you must first contact our customer care team at:
Please provide your full name, order number, email address used for the purchase, reason for the return and any other information reasonably requested by our customer care team.
If your request relates to an item that you believe is damaged, defective or incorrect, we may also ask you to provide clear photographs or other information that allows us to assess the issue.
Once your request has been reviewed, we will provide further instructions if the return is approved.
Do Not Return Products Without Approval
Products must not be returned to an address found on a parcel, shipping label, supplier packaging or elsewhere unless that return address has specifically been provided to you by Ava Rose Melbourne.
Our fulfilment network uses multiple suppliers and shipping locations. The address from which your parcel was originally shipped may not be the correct address for returns.
Returns sent without prior written approval, or sent to an incorrect address, may not be received or processed.
Sending a parcel without approval does not automatically create an entitlement to a refund.
Always contact info@avarose-melbourne.com before returning your item.
Change of Mind Returns
A change of mind includes situations where you received the product you ordered but later decide that you no longer want it.
Examples include deciding that you do not like the style, colour or fit, ordering the wrong size, changing your mind after purchase, deciding that you no longer need the product or finding another product you prefer.
Change-of-mind returns are different from returns involving a product that fails to meet a consumer guarantee under the Australian Consumer Law.
Where we approve a change-of-mind return, all conditions in this policy must be followed.
The customer is responsible for arranging and paying the return shipping costs for an approved change-of-mind return.
Overseas Return Addresses
Some products sold by Ava Rose Melbourne are fulfilled directly by our trusted international suppliers.
For this reason, the authorised return address for an approved change-of-mind return may be located outside Australia, including in China.
If this applies to your return, the correct return address will be provided after your return request has been reviewed and approved.
For a change-of-mind return, the customer is responsible for the cost of shipping the item to the authorised return address.
International return shipping can be more expensive than domestic shipping. Customers should therefore review sizing information and product details carefully before ordering.
Ava Rose Melbourne is not responsible for change-of-mind return postage costs simply because the approved return address is located overseas.
This section does not limit any rights or reimbursement of reasonable return costs that may apply where a product is confirmed to have failed a consumer guarantee under the Australian Consumer Law.
Condition of Returned Products
Change-of-mind returns must be returned in a condition that allows the product to be resold.
The item must be unworn, unwashed, unused and unaltered.
Where applicable, original tags should remain attached and original packaging should be included.
Products may not be accepted as a change-of-mind return if they show signs of wear or use.
This includes, but is not limited to, perfume or fragrance, deodorant marks, makeup, fake tan, stains, dirt, pet hair, washing, stretching, alterations, damage caused after delivery or other signs that the product has been worn or used.
Please try garments on carefully and avoid wearing perfume, makeup or other products that could transfer to the garment while deciding whether to keep it.
If a returned item does not meet the conditions of our voluntary change-of-mind policy, we may decline the change-of-mind refund.
These conditions do not remove rights that apply under the Australian Consumer Law where a product fails to meet a consumer guarantee.
Choosing the Correct Size
Customers are responsible for reviewing the available product information and size guide before ordering.
If the product supplied matches the size that was ordered but the customer later decides that another size would be more suitable, this will generally be treated as a change-of-mind or sizing return.
Choosing an incorrect size does not by itself mean that the product is faulty.
If you are unsure which size to choose before ordering, you are welcome to contact us at info@avarose-melbourne.com.
Ordering Multiple Sizes
We encourage customers to use our size information and select the size they genuinely expect to keep.
Ordering several sizes of the same product with the intention of keeping one and automatically returning the others creates significant international shipping, handling and fulfilment costs.
This practice is sometimes referred to as “bracketing”.
Ava Rose Melbourne reserves the right to review repeated or excessive use of our voluntary change-of-mind return service.
Where a customer repeatedly places orders containing multiple sizes or variations primarily for the purpose of returning most of the order, we may choose to restrict or decline voluntary change-of-mind return privileges on future orders.
Any such restriction will not affect rights the customer has under the Australian Consumer Law.
Return Shipping and Tracking
All approved customer-arranged return shipments must be sent using a tracked shipping service.
The customer must retain the receipt and tracking information until the return has been fully completed.
After shipping your return, you must provide Ava Rose Melbourne with the tracking number if requested.
For change-of-mind returns, the return shipment remains the customer's responsibility until tracking confirms that the parcel has been delivered to the authorised return location.
If a return parcel is lost, misdirected or cannot be confirmed as delivered, Ava Rose Melbourne may be unable to process the change-of-mind refund.
We therefore strongly recommend using a reliable tracked postal or courier service.
Refunds Are Processed After Inspection
A refund is not processed simply because a return parcel has been posted.
The returned item must first arrive at the authorised return location and be inspected.
Once the return has been received, we may verify that the item matches the approved return request and satisfies the applicable return conditions.
If the return is accepted, we will notify you and process the applicable refund.
Approved monetary refunds are normally returned to the original payment method used for the order.
After we issue a refund, banks and payment providers may require additional time before the funds appear in your account. These processing times are outside Ava Rose Melbourne's control.
Original Shipping and Additional Delivery Charges
Ava Rose Melbourne currently offers standard shipping across Australia free of charge where stated on our website.
If a customer chooses and pays for an optional upgraded, priority or express shipping method, additional shipping charges paid for that optional service may not be refundable for a change-of-mind return once the shipping service has been provided.
Any external currency conversion fees, card fees or bank charges imposed directly by your financial institution are not payments retained by Ava Rose Melbourne and cannot be refunded by us.
Exchanges
If you would like a different size or product, please contact us before returning anything.
Exchange availability depends on stock availability and the individual circumstances of the order.
We may offer an exchange, replacement, store credit or another suitable option where appropriate.
No exchange is confirmed until Ava Rose Melbourne has approved it in writing.
Where a voluntary exchange is approved, the specific shipping arrangements will be explained to you before you send the original item back.
Order Cancellations
If you wish to cancel an order, contact us at info@avarose-melbourne.com as soon as possible after ordering.
We process orders quickly and therefore cannot guarantee that a cancellation request can be completed.
If the order has not yet entered fulfilment, we will do our best to cancel it.
Once an order has been processed for dispatch or has already been dispatched, it can no longer be cancelled as an unshipped order.
If you no longer want a product after it has been dispatched, you must first receive the order and then contact us regarding the return options available under this policy.
Refusing delivery, failing to collect a parcel or asking a carrier to return a shipment to sender is not a substitute for following our approved returns procedure.
This cancellation section does not affect any rights or remedies that apply under the Australian Consumer Law.
Incorrect Address Details
Customers are responsible for entering complete and accurate delivery information when placing an order.
Please check your name, street address, apartment or unit number, suburb, state, postcode, phone number and email address before completing checkout.
If you notice an error, contact us immediately.
We will attempt to update the details where possible, but we cannot guarantee that an address can be changed after fulfilment has started.
If an order cannot be delivered because the customer supplied an incorrect or incomplete address, additional costs associated with redelivery or reshipping may be the customer's responsibility.
Unclaimed and Refused Deliveries
Customers are responsible for monitoring tracking information and making reasonable arrangements to receive their delivery.
If a parcel is returned because it was refused, unclaimed, not collected from a collection point or could not be delivered due to information supplied by the customer, this does not automatically qualify the order for a full refund.
We will review the circumstances once the parcel has been returned and determine the available options.
Any additional delivery costs reasonably incurred as a result of customer-provided incorrect information or a voluntary refusal to accept delivery may be taken into account where permitted by law.
Damaged, Faulty or Incorrect Products
If you believe that you received an item that is damaged, faulty or different from what you ordered, please contact us as soon as reasonably possible at:
Please include your order number, a description of the issue and clear photographs showing the product and the issue.
Depending on the circumstances, we may ask for additional photographs, videos, packaging photographs or other reasonable information so that we can assess the problem.
Ava Rose Melbourne has the right to reasonably assess a product and the reported issue before determining the appropriate remedy.
Do not dispose of the product unless our customer care team tells you to do so.
If the product is confirmed to have a problem covered by the Australian Consumer Law, we will provide the remedy required by law.
Depending on the circumstances and whether the failure is major or minor, this may include a repair, replacement, refund or another remedy required under the Australian Consumer Law.
Where Australian Consumer Law requires Ava Rose Melbourne to reimburse reasonable return shipping costs for a confirmed problem, those rights will be respected.
Product Differences That Are Not Necessarily Faults
Please note that colours may appear slightly different depending on lighting, photography, display settings and the screen used to view the product.
Small differences in colour appearance that arise only from screen or lighting differences do not necessarily mean that a product is defective.
Garment measurements may also have small manufacturing tolerances.
However, nothing in this section removes your rights where a product materially fails to match its description, is not of acceptable quality or otherwise fails to meet a consumer guarantee.
Products Damaged by the Customer
We are not responsible for damage caused after delivery through misuse, incorrect washing, failure to follow care instructions, accidental damage, alterations, excessive wear or other actions by the customer.
A product that has been damaged through misuse does not automatically qualify for a refund or replacement.
If you believe a problem existed before or at the time of delivery, contact us and provide details so that we can assess the issue.
Sale and Promotional Purchases
The fact that a product was purchased during a promotion or sale does not remove any rights that apply under the Australian Consumer Law.
Where Ava Rose Melbourne separately offers voluntary change-of-mind returns, the conditions stated in this Returns & Refund Policy will apply.
Abuse of the Returns Process
Our returns service is intended to help genuine customers when something is not right.
We may review patterns of return activity that reasonably indicate misuse of our voluntary returns service.
Examples may include repeatedly ordering large numbers of variations with the intention of returning most items, returning products after they have clearly been worn, making repeated claims that are inconsistent with tracking or product evidence, or repeatedly failing to follow the approved return procedure.
Where appropriate, Ava Rose Melbourne may limit voluntary change-of-mind services for future purchases.
This does not affect any non-excludable rights under the Australian Consumer Law.
Australian Consumer Law
Our voluntary returns policy operates in addition to your rights under the Australian Consumer Law.
Consumer guarantees may apply to products sold in Australia, including guarantees relating to acceptable quality, fitness for purpose and matching descriptions.
These legal rights cannot be excluded simply by a store policy.
Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy where doing so would be unlawful.
Contact Us
Before returning any item, contact our customer care team:
Ava Rose Melbourne
Email: info@avarose-melbourne.com
Website: avarose-melbourne.com
Please include your name, order number and a clear explanation of your request so we can review the situation and provide the correct next steps.