At Femme Connection, we prioritise customer satisfaction and uphold a fair refund policy. If your purchase from Femme Connection doesn't meet your expectations or has defects, you're entitled to a refund under these conditions:
- Faulty Items: If the item you purchased is faulty, and this fault wasn't made known to you during the purchase, you are eligible for a refund.
- Quality Expectations: If the item doesn't align with the quality you reasonably anticipated, considering its description and price, you are entitled to a refund.
- Fitness for Purpose: If the item doesn't perform as reasonably expected, a refund can be claimed.
To initiate a refund, please return the item within a reasonable timeframe after purchase, along with proof of purchase such as the original receipt or bank statement. Delays in returning the item may limit your refund to an exchange.
Femme Connection may require proof that the item's fault wasn't due to your actions.
If a refund is warranted but you prefer an alternative, we're happy to offer an exchange or a gift card.
For returns, you can either send the item(s) back via post to our online store or return them in person at any Femme Connection store in Australia within 30 days from the delivery date.
Note that original postage costs are non-refundable unless the items are faulty or not as ordered. In such cases, Femme Connection will cover the postage costs. For pre-paid postage arrangements, please contact our customer service.
We recommend using registered or traceable postal services for returns, as responsibility for the parcel remains with you until we receive it.
Change of Mind Policy (Online Purchases Only): While we are not legally required to provide refunds for change of mind, we offer them under our policy for most items, provided:
- The item is returned within 30 days of delivery.
- It is in its original, unworn condition with all labels and tags attached.
However, this policy does not apply to earrings, cosmetics, lingerie, hosiery, face masks, and items purchased on clearance.
