Refund policy

 

Thank you for shopping with staudb.shop.

This policy explains our voluntary change-of-mind return process and the remedies available where a product is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot be excluded under the Australian Consumer Law.

1. Change-of-Mind Returns

Subject to the conditions below, you may request a change-of-mind return within 30 days after the order is delivered.

To qualify for a change-of-mind return, the item must:

• Be unused, unworn and unwashed;
• Be in its original condition;
• Have all original labels, tags, accessories and packaging;
• Be free from stains, odours, damage, alterations, pet hair or signs of use;
• Be accompanied by valid proof of purchase.

We reserve the right to refuse a voluntary change-of-mind return where the item does not satisfy these conditions.

This voluntary 30-day period does not limit the time during which a customer may exercise rights concerning a faulty product under the Australian Consumer Law.

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

Unless required by law, we do not accept change-of-mind returns for:

• Gift cards;
• Personalised or custom-made products;
• Perishable goods;
• Products supplied for personal hygiene or intimate use once opened, worn or unsealed;
• Opened cosmetics, beauty products or personal-care products;
• Products damaged through misuse, neglect or failure to follow care instructions;
• Items specifically identified as final sale before purchase.

Final-sale restrictions do not apply where an item is faulty or where the Australian Consumer Law provides a right to a remedy.

3. How to Request a Return

Before returning an item, contact:

info@staudb.shop

Your email should include:

• Your order number;
• Your full name;
• The item you wish to return;
• The reason for the return;
• Photographs or videos where the item is damaged, defective, incorrect or incomplete.

If the return is approved, we will provide return instructions and the applicable return address.

Do not return an item without receiving instructions from us. Returns sent to an unauthorised address may be delayed, refused or returned to the sender, except where this would conflict with applicable consumer rights.

4. Return Shipping for Change-of-Mind Returns

For an approved change-of-mind return, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable for a voluntary change-of-mind return. Because standard shipping is currently provided free of charge, no standard outbound shipping charge will normally be deducted.

We recommend using a trackable shipping service and retaining the shipping receipt. We are not responsible for a change-of-mind return that is lost before it reaches the designated return location.

5. Faulty, Damaged, Incorrect or Incomplete Items

Please contact us as soon as reasonably possible if an item:

• Arrives damaged;
• Has a manufacturing defect;
• Is materially different from its description;
• Is the wrong product, size or variation;
• Is missing a material component;
• Is not of acceptable quality;
• Is not fit for a disclosed purpose;
• Otherwise fails to meet an applicable consumer guarantee.

Send your order number and clear photographs or videos to:

info@staudb.shop

We may request further information or ask you to return the item where reasonably necessary to assess the issue.

6. Remedies Under the Australian Consumer Law

Where a product fails to meet a consumer guarantee, the available remedy depends on the nature and seriousness of the problem.

For a major problem, you may be entitled to reject the product and choose a refund or replacement, subject to applicable law.

For a problem that is not major, we may be entitled to provide a repair or replacement within a reasonable time. If we cannot provide an appropriate remedy within a reasonable time, you may be entitled to a refund or another remedy available under law.

Consumer guarantee rights may continue beyond our voluntary 30-day change-of-mind period.

7. Return Costs for Faulty or Incorrect Items

Where an item is confirmed to be faulty, damaged on arrival, materially misdescribed or incorrectly supplied, we will cover reasonable return shipping costs where required by law.

We may provide a prepaid label, reimburse reasonable documented postage costs or arrange another appropriate return method.

Customers should follow the return instructions provided by our customer support team.

8. Exchanges

Exchanges are subject to product availability.

Where an exchange is requested for a change-of-mind return, the original item must satisfy the eligibility conditions in this policy. If the requested replacement is unavailable, we may issue an eligible refund instead.

For faulty products, replacement rights are determined by the Australian Consumer Law and the circumstances of the problem.

9. Refund Assessment

After receiving and inspecting an approved return, we will notify you whether the refund has been approved.

Approved refunds will generally include the amount paid for the eligible returned item and any other amount required by law.

We do not charge restocking or processing fees for remedies required under the Australian Consumer Law.

10. Refund Method and Processing Time

Approved refunds are issued to the original payment method wherever reasonably possible.

We generally process an approved refund within five business days after completing the return assessment.

Your bank, card issuer, Shopify, PayPal or another payment provider may require additional time to display the refund. These external processing periods are outside our direct control.

11. Late or Missing Refunds

If an approved refund has not appeared:

1. Check the original payment account;
2. Contact your bank, card issuer or payment provider;
3. Allow for the provider’s stated processing time;
4. Contact us at info@staudb.shop if the refund still cannot be located.

12. Order Cancellations

Contact us promptly if you wish to cancel an order.

We will make reasonable efforts to assist, but cancellation cannot be guaranteed once an order has entered processing, fulfilment or shipment.

If a cancellation is completed before dispatch, an approved refund will be issued to the original payment method.

If the order has already been shipped, the customer may need to follow the applicable return process after delivery.

13. Refused and Unclaimed Deliveries

If an order is refused, unclaimed or returned because the customer supplied an incorrect or incomplete address, we will contact the customer after the parcel is returned to us or our fulfilment partner.

Any refund or reshipment will be assessed according to the circumstances. Reasonable costs caused by an incorrect address, refusal or failure to collect may be deducted where permitted by law.

This does not apply where the delivery failure was caused by us or where such a deduction would conflict with consumer rights.

14. Chargebacks and Payment Disputes

Please contact us before starting a payment dispute so we have an opportunity to investigate and resolve the issue.

Submitting false, misleading or duplicate claims may delay the resolution process. Nothing in this section prevents a customer from exercising legitimate rights through a payment provider or applicable law.

15. Contact Us

For return, exchange or refund enquiries, contact:

staudb.shop
Email: info@staudb.shop