Refund policy
RETURNS AND REFUNDS POLICY
EFFECTIVE DATE: 30/06/2024
Posy Intimates strives to ensure that all our customers are satisfied with their purchases, however, we understand that there are occasions when items may need to be returned for a store credit or refund (depending on the circumstances) so we have established the following policy to ensure this process is as simple as possible.
Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms & Conditions.
Please note: our Returns and Refunds Policy does not affect your statutory rights to return products that are incorrect, damaged or faulty/not fit for purpose.
I DON’T WANT TO, BUT I HAVE TO - WHEN CAN I INITIATE A RETURN?
We ask that you let us know within 14 days of receiving your order that you wish to initiate a return via hello@posyintimates.com. Please also include the reason for the return, as well as your order number.
IT’S NOT YOU, IT’S US - RECEIVED THE WRONG ORDER?
If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. We will ask you to return the incorrect item and let us know if you would like us to:
- send the correct item; or
- provide you with a refund
THIS ONE’S ON ME - I ORDERED THE WRONG ITEM/I’VE CHANGED MY MIND - CAN I RETURN IT?
If for any reason you are not completely satisfied with your purchase, we will happily accept returns within 14 days of receiving your package, given the item is unworn and in the condition you received them in, with the hygiene liner undisturbed.
Once your item has been received by us, we will conduct a thorough quality check to ensure it meets our strict hygiene requirements.
We reserve the right to refuse your return if the above requirements are not met.
Please see “HOW TO RETURN CHANGE OF MIND PRODUCTS” below for details on how to return.
IT’S NEITHER OF US - MY ORDER WAS DAMAGED IN TRANSIT
Damaged Products (Damaged During Shipping):
Despite our best efforts and those of our shipping partners to protect your items during transit, damages can sometimes occur. If your item arrives damaged as a result of the shipping process, we want to make it right. We will ask you to provide images of the package delivery (i.e. photo of the damaged box prior to opening) and let us know if you would like us to:
- send a replacement to you; or
- provide you with a refund.
MY ORDER HAS A MANUFACTURING FAULT (OR I THINK IT DOES!)
Faulty Products:
If an item is found to be faulty or not working as intended upon receipt, we are here to help. Our goal is to ensure you have an item that meets our high standards and your expectations. We will ask you to provide images of the faulty item and let us know if you would like us to:
- send a replacement to you; or
- provide you with a refund.
CAN I RETURN A SALE ITEM?
Unfortunately, we cannot accept returns for sale items or clearance items (unless they are faulty, damaged upon receipt or do not match the description of the product you ordered).
HOW TO RETURN INCORRECT, FAULTY OR DAMAGED PRODUCTS
To return an incorrect, faulty or damaged product, please follow the simple steps below:
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Please contact us at hello@posyintimates.com within 14 days of receiving your package and let us know the issue, with supporting images. Please let us know that you would like to arrange a product return, and whether you would like the correct item, an exchange, credit note or refund.
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To ensure a smooth return process, please include your original receipt or proof of purchase and complete any necessary return authorisation forms provided by us. Items returned without proper documentation may be delayed in processing.
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We will arrange for the product to be returned to us.
HOW TO RETURN CHANGE OF MIND PRODUCTS
To return a change of mind product, please follow the simple steps below:
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Please contact us at hello@posyintimates.com within 14 days of receiving your package and let us know that you would like to arrange a product return, and whether you would like an exchange, credit note or refund.
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To ensure a smooth return process, please include your original receipt or proof of purchase and complete any necessary return authorisation forms provided by us. Items returned without proper documentation may be delayed in processing.
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We will advise the best address for you to send the item to. Pack and seal the item in their original shipping package, or a new package if damaged, and post them back to us.
Please note, postage for change of mind returns will incur a fee of $9.95 for standard shipping or $14.95 for express shipping.
Provided that we receive the item unworn and in the condition you received them, with the hygiene liner undisturbed, we will arrange for an exchange of your choice, a refund, or a credit note to be provided.
Your exchange, refund or credit note will only be processed/awarded after the return item has been received by Posy Intimates and we have conducted a thorough quality check to ensure it meets our strict hygiene requirements.
We reserve the right to refuse your return if the above requirements are not met.
Please keep all email references regarding your credit note.
Processing Times for Returns
Once we receive your returned item, please allow up to 7 business days for your return to be processed. Exchanges, refunds or store credits will be issued only after the returned item has passed a quality check to confirm it meets our returns criteria. We will organise a refund or replacement depending on the option you have selected.
SHOULD I RETURN BY REGISTERED POST?
We recommend that you return the item via Registered post. Posy Intimates will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.
DO YOU NEED TO UNDERTAKE A QUALITY CHECK?
Absolutely. Upon receipt of a returned item reported as damaged, we will perform a quality check to either:
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Ensure that the returned item for exchange, credit note, or refund meets our strict hygiene requirements with the item unworn and in the condition you received them, with the hygiene liner undisturbed.
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Assess the extent of the damage and confirm it aligns with the customer's description. This check is crucial to ensuring that we address the issue appropriately and provide a solution such as a replacement, repair, or refund, depending on the specific case and customer preference. If the damage is confirmed to be due to shipping or a manufacturing defect, we will proceed with the corrective action at no additional cost to the customer.
We reserve the right to refuse your return if the above requirements are not met.
WILL A RESTOCK FEE APPLY?
Restocking fees may apply in certain cases. Customers will be notified of any applicable fees or costs during the return process.
WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?
We will not refund postage costs for returned items except in cases where the return is due to an error on our part, such as if the item is damaged, faulty or incorrect. If you are returning an item due to personal preference or dissatisfaction where no error on our part has occurred, you will be responsible for covering the return postage costs.
DISPUTE RESOLUTION
Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms & Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.
POLICY UPDATES
We reserve the right to update or modify this Returns and Refund Policy at any time. Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.