(1) CUSTOMER SATISFACTION IS OUR PRIORITY
At PINKCOLADA, customer satisfaction is our priority. We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy. Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law. Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.
(2) CHANGE OF MIND
We understand that returning an item can be an inconvenience, so we’ve made our returns process as quick and easy as possible. If you have changed your mind about your purchase, PINKCOLADA is happy to accept your return for store credit, provided that your return request is lodged via our return's portal & the following returns conditions are met:
- Item/s must be returned with proof of purchase/receipt
- Item/s must be returned within 30 days of receiving your order.
- Item/s must be in original packaging and all tags & hygiene stickers intact
- Item/s must not have been worn, stained, washed, or altered in any way
Please ensure that all swimwear is tried on over your own underwear, in the instance where it’s obvious that this has not been done we may refuse an exchange your items due to OH&S and hygiene risks.
Other than any remedies under Australian Consumer Law or other relevant legislation, Items that are worn or used in a way or environment that would create OH&S and hygiene risks may not be returned. This includes any items that may have been soiled or exposed to biological contamination.
You will be responsible for the shipping costs to send the return to Pinkcolada
(Please note original shipping charges for goods returned are non-refundable, other than faulty items)
(3) FAULTY/DEFECTIVE PRODUCTS
If you believe an item that you have received is faulty or otherwise in breach of Australian Consumer Law then we will fulfil our legal obligations which may include a replacement product or refund of the purchase price & delivery charges. You will be required to lodge a return request for your faulty item via our returns portal. In order to assist us in processing your return you may be asked to upload images that clearly show the defect, fault or damage to the item for us to assess. Your return request will then be assessed by our team, if we require any further details to process your return we will contact you via email. If your product is confirmed to be faulty we will require you to return the faulty product to PINKCOLADA at our expense and we will provide you with a replacement, refund or store credit for the faulty item at your choice.
Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:
(a) You misused the said product in a way that caused the problem.
(b) You knew or were made aware of the problem(s) with the product or service before you purchased it.
(c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(d) Any other exceptions apply under the Australian Consumer Law.
(5) SHIPPING COSTS FOR RETURNS
(a) In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the said product (the "Returned Product") back to us, as well as any costs of shipping any replacement product to you.
(b) If the Returned Product can easily be posted or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
(6) RETURNS TENDER
- Once your return is received and processed you will receive your store credit via email
- Please allow up to 3 business days for your store credit to be issued from the date that your return is received
- Store credits are valid for a period of 12 months before expiry
- To use your store credit enter your store credit code at checkout
- If you are entitled to a refund your refund will be returned to your original payment method that was used for payment of the order
- Please note that funds may take up to 7 business days to reflect into your account depending on your banking institution/payment provider
(7) RESPONSE TIME
We aim to process any requests for repairs, replacements or refunds within 10 days of having received them.
(8) HOW TO RETURN PRODUCTS
(a) You may lodge a return via our returns portal
(b) We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion.
(c) You must provide proof of purchase in order to be eligible for a refund, repair or replacement.
(d) You may be required to present a government issued identification document in order to be eligible for a refund, repair or replacement.
(e) You may contact us to discuss a return using the details at the end of this Policy.
(9) CONSUMER GUARANTEES
If you believe an item that you have received is faulty or defective, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined time frame. The relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service)
Where you believe an item is faulty or defective, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If the goods or service has a major failure, you may reject the good or service and seek a refund, exchange or repair or you may keep the item and seek compensation for any drop in value. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.
Where an item is damaged through misuse, neglect or abnormal use, Pinkcolada will not provide a refund, exchange or repair.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Pinkcolada will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
(10) CONTACT US
If you have any questions about our refund/returns policy you may contact us at: Hello@pinkcolada.com