Refund policy

Return & Refund Policy

Last Updated: 25 October 2026

At Aurele Collective, we want you to feel confident when shopping with us. We understand that sometimes a purchase may not be quite right, which is why we offer a 30-day return period for eligible items.

Please review the following conditions carefully before requesting a return.

This Return & Refund Policy applies to purchases made through Aurele Collective and operates alongside your rights under the Australian Consumer Law.

1. Change of Mind Returns

We offer a 30-day return period for eligible change of mind returns, starting from the date your order is delivered.

To request a return, please contact our customer service team within 30 days of receiving your order.

All change of mind returns require prior approval from Aurele Collective. Please do not send items back without first contacting us and receiving return instructions.

To be eligible for a change of mind return, items must:

  • Be unworn, unused and unwashed.

  • Have all original tags attached.

  • Be returned in their original packaging.

  • Be free from stains, odours, makeup marks, pet hair, damage or signs of wear.

  • Include proof of purchase or a valid order number.

We reserve the right to decline change of mind returns that do not meet these requirements.

Items returned without prior authorisation or that fail to meet the eligibility conditions may be refused and returned to the customer at their expense.

These conditions apply to voluntary change of mind returns and do not limit your rights under Australian Consumer Law.

2. Return Shipping Costs

For change of mind returns, customers are responsible for arranging and paying return shipping costs.

These may include:

  • Return postage or courier fees.

  • Applicable customs duties or import charges.

  • Shipping insurance, if selected.

  • Carrier handling fees.

  • Other applicable return-related expenses.

Aurele Collective does not provide prepaid return labels for change of mind returns.

Any original shipping charges paid at checkout are generally non-refundable for change of mind returns.

We recommend using a tracked shipping service and keeping your proof of postage until your return has been processed.

For change of mind returns, customers are responsible for ensuring that returned items reach the designated return address safely.

We cannot approve a change of mind refund for items that are not received or cannot be verified as returned.

Where a return is required because a product does not meet the consumer guarantees under Australian Consumer Law, different arrangements may apply, including reimbursement of reasonable return costs where required by law.

3. Exchanges

We currently do not offer direct exchanges for change of mind purchases.

If you would like a different size, colour, style or product, you may place a new order separately.

The original item may be returned in accordance with our change of mind return conditions.

Customers are responsible for applicable return shipping costs and any price difference associated with a new purchase.

Please note: This exchange policy does not restrict your right to a replacement, repair, refund or other remedy where required under Australian Consumer Law.

4. Refunds

Refunds for approved change of mind returns are issued after the returned items have been received and inspected.

Once your return arrives, we will assess whether the items meet the eligibility conditions outlined in this policy.

If your change of mind return is approved, your refund will be processed to your original payment method within 10 business days of approval.

Please note:

  • Refunds are not automatically granted for change of mind returns.

  • Returned items must satisfy the eligibility requirements.

  • Original shipping fees, where applicable, are generally non-refundable for change of mind returns.

  • Return shipping costs and related charges are the customer's responsibility for change of mind returns.

  • Refunds may take additional time to appear in your account depending on your bank or payment provider.

If a returned item does not meet the change of mind return requirements, we may decline the refund and contact you regarding the available options.

For faulty, damaged, incorrectly described or otherwise non-compliant goods, refunds and other remedies will be handled in accordance with Australian Consumer Law.

5. Damaged, Faulty or Incorrect Items

We take care to ensure orders are prepared and dispatched correctly.

If you receive an item that is damaged, faulty, incorrect or not as described, please contact us at info@aurelecollective.com as soon as reasonably possible.

To help us investigate the issue efficiently, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the affected item, where possible.

  • Photographs of the packaging, if relevant.

We recommend contacting us within 48 hours of delivery for visible shipping damage or incorrect items so that we can investigate promptly.

However, this timeframe is a recommendation only and does not limit your statutory rights.

Depending on the circumstances and applicable Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy.

Where required by law, Aurele Collective will cover or reimburse reasonable return shipping costs associated with faulty or non-compliant goods.

6. Non-Returnable Items

For hygiene and product protection reasons, certain items may not be eligible for voluntary change of mind returns.

These may include:

  • Items that have been worn, washed or used.

  • Items with removed or missing original tags.

  • Items showing signs of damage, stains, odours or alterations after delivery.

  • Items specifically identified as non-returnable for change of mind reasons on their product pages.

Any exclusions will be communicated where applicable.

These restrictions do not apply where customers are entitled to remedies under Australian Consumer Law.

7. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Where a product does not comply with applicable consumer guarantees, we will provide the remedy required by law.

Nothing in this Return & Refund Policy excludes, restricts or modifies any rights or remedies available to customers under Australian Consumer Law.

8. How to Request a Return

To request a return, please contact our customer service team at:

Email: info@aurelecollective.com

Please include your order number and the reason for your return request.

Our team will review your request and provide further instructions, including the applicable return address if your return is eligible.

Do not send your return to an address without receiving return instructions from our customer service team.

For change of mind returns, unauthorised returns may be refused.

For faulty or non-compliant goods, we will assist you in accordance with applicable consumer protection laws.

9. Refund Processing Times

Once an eligible return has been received and approved, refunds will generally be initiated within 10 business days.

Refunds will normally be issued to the original payment method used at checkout.

Depending on your bank or payment provider, additional processing time may be required before the funds appear in your account.

Where a refund is required under Australian Consumer Law, it will be processed within the timeframe required by applicable law.

10. Policy Updates

Aurele Collective reserves the right to update this Return & Refund Policy from time to time to reflect changes in our operations, services or applicable legal requirements.

The latest version will always be available on this page.

Updates will not retrospectively remove statutory rights or remedies relating to previous purchases.

Last Updated: 25 October 2026

11. Contact Information

If you have any questions about returns, exchanges or refunds, please contact us.

Store Name: Aurele Collective
Legal Entity: SADUA
Company Number (KVK): 94792135
Phone: +61 7 4270 8917
Email: info@aurelecollective.com
Contact Page: Contact Us

Customer Service Hours

Monday – Friday: 9:00 AM – 6:00 PM AEST
Saturday – Sunday: Closed

We aim to respond to customer enquiries within 24 hours during business days.

Thank you for shopping with Aurele Collective.