Refund policy
We hope you love your Rae & Roxley piece. If something isn't quite right, please contact us at hello@raeandroxley.com and we'll be happy to help.
This policy covers two separate things: our change-of-mind returns, which we offer voluntarily, and your rights under the Australian Consumer Law if something is wrong with your order. Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law.
Change of mind
We accept change-of-mind returns requested within 14 days of delivery. This is in addition to your rights under the Australian Consumer Law.
To be eligible, your item must be unused, in its original condition and returned in its original packaging.
To start a return, email us at hello@raeandroxley.com with your order number within 14 days of delivery. We'll reply with return instructions. Please contact us before sending anything back, so your return reaches the right place.
You'll need to cover the cost of sending your item back to us. Change-of-mind returns remain your responsibility until they reach us, so we recommend using a tracked and insured service.
Change-of-mind refunds are for the price you paid for the item. Original shipping charges are not refundable for change-of-mind returns.
Personalised pieces
If you choose to personalise a trunk or bag with a name, initials, date or other details, it is made especially for you. For that reason, we can't accept change-of-mind returns on personalised pieces.
We personalise exactly as entered at checkout, so please check spelling and dates carefully before placing your order. If you notice an error, email us as soon as possible and we'll do our best to correct it before production begins.
This doesn't affect your rights under the Australian Consumer Law. If a personalised piece is faulty, damaged or not as described, including if we've made a mistake with your personalisation, you're entitled to a remedy as set out below.
Faulty, damaged or incorrect items
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If your order arrives damaged, is faulty, is not what you ordered, or otherwise doesn't meet the consumer guarantees, please email us at hello@raeandroxley.com with your order number and a short description of the problem. Photos of the item and its packaging help us resolve things quickly.
Your rights under the Australian Consumer Law are not limited to 14 days or any other fixed period in this policy, but it helps us to hear from you as soon as you notice a problem.
Where there is a major failure, you can choose a refund or a replacement, or keep the item and receive compensation for any drop in its value. Where the failure is minor, we may choose to repair, replace or refund. If we don't fix a minor failure within a reasonable time, you can have it fixed elsewhere and ask us to cover the reasonable cost, or return the item for a refund. You may also be entitled to compensation for any other reasonably foreseeable loss caused by the problem.
If an item needs to come back because it's faulty, damaged or incorrect, we'll arrange and pay for a courier to collect it. If you've already paid to send it back, we'll reimburse your reasonable costs, so please keep your receipt.
Where you receive a refund because of a problem with your order, we'll also refund any shipping you paid.
If your parcel is lost or damaged on its way to you, please see the Lost or Damaged Parcels section of our Shipping Policy.
Refunds
For change-of-mind returns, refunds are made to your original payment method once we've received and checked your return. Refunds under the Australian Consumer Law are also made to your original payment method, as soon as we've confirmed the problem. Where a parcel was lost in transit, or a return isn't needed, we won't ask you to send anything back. We'll email you when your refund has been processed. Depending on your bank, it may take a few business days to appear in your account.
Where you're entitled to a refund under the Australian Consumer Law, it will always be a refund of money, not store credit, unless you ask for credit instead.
Gifts
If you received a Rae & Roxley piece as a gift, you have the same rights under the Australian Consumer Law as the person who bought it. Please contact us with the order number or the purchaser's name and we'll help. Change-of-mind refunds are made to the original payment method.
Contact
Rae & Roxley
Email: hello@raeandroxley.com
Coolum Beach, Queensland, Australia