To be eligible for a return we will require:
- Order number / Order details
(If this cannot be found we MUST be presented)
- Name on order
- Date purchased and date received
- Confirmation of address associated with order
- Method of payment (NOT details just method paid only)
- Items purchased
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return if it is faulty or damaged. We will require information and images from clients with damaged products after they contact us.
Please see our shipping policy page if items have been damaged in transit
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com or you can use our contact us page. For your return to be accepted, you will need to return your products, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note we do not accept returns or exchanges on goods damaged or altered due to miss-use or damage resulting from use or storage of an improper manner. All products have available care instructions both on the website and included with products purchased.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Anything found to be faulty after 30 days unfortunately wont qualify for exchange or refund.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty or hygiene products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
EXCHANGES WILL ONLY BE GIVEN CREDIT FOR VALUE OF ITEMS PURCHASED TO BE USED FOR A NEW PURCHASE THROUGH AGAVANA WE DO NOT REFUND FOR CHANGE OF MIND.
We require all items to be returned to us with all original packaging and items unused as they were received. Once deemed acceptable for return then you can purchase other items once your credit code/ voucher is received via email. However for exchanges you will be required to pay for your own shipping for items to be returned and shipping costs associated with purchases will not be credited with exchange credit only the value of items purchased.
( No exchanges will be accepted for personalised or health and beauty items )
As a general store policy we do not refund based on change of mind in line with Consumer Affairs and the ACCC. In certain circumstances and on a case by case basis there are some instances we can give refunds in line with these guidelines. If we have deemed a refund necessary we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Returns can only be issued via the method they were paid, if paid via a third party such as Afterpay or PayPal they will be retuned via these methods we cannot return into a bank account or card unless items were paid for this way.
Returning Items / Shipping Methods
Our products come to our customers fully packaged safely and to keep all items intact through transit to you. If returning an item to us for exchange, replacement or return it is imperative they are sent back to us for inspection packaged safely and returned as they were sent. If packages arrive to us that have not been safely sent due to improper packaging that has lead to transit damage unfortunately we will not accept the return. Please take note of how our packages were sent to you and repackage the same way to ensure they are not broken being returned.
Couriers will email or contact senders and recipients on any package that is rattling or moving around in packages that are being picked up or taken by a post office. Unfortunately if returns arrive to us intentionally packed incorrectly such as not wrapping back up or sent back in boxes with no safety packaging such as hex wrap or bubble wrap we cannot accept the return and items will not be refunded or credited.
We adhere to all legal and regulatory guidelines as set out by Australian Consumer Affairs and the ACCC. Each case will be investigated and dealt with in accordance with these rules and guidelines.