Refund policy

Please choose carefully. Better with Friends does not offer returns, refunds, exchanges or store credits for change of mind.

This policy applies to purchases made online and in store, including full-price, sale, clearance and promotional purchases.

Your rights under Australian Consumer Law remain unaffected.

CHANGE OF MIND

We do not accept change-of-mind returns, including where:

• You select an incorrect size, colour or style.

• An item does not fit or suit you.

• You no longer need or want an item.

• A gift recipient does not like an item.

• You find an item cheaper elsewhere.

Please check product descriptions, measurements and sizing information before purchasing. If you need assistance, contact betterwithfriendsstore@gmail.com before placing your order.

These examples concern change of mind only. They do not exclude a remedy where an item is incorrectly described, incorrectly supplied or otherwise fails to meet a consumer guarantee.

SALE & DISCOUNTED ITEMS

The same no-change-of-mind policy applies to all sale items, clearance items and items purchased at any discounted price, including purchases made using promotional codes or during promotional events.

Discounted items retain the consumer guarantees that apply under Australian Consumer Law. A disclosed fault does not exclude your rights in relation to a separate, undisclosed problem.

EARLIER PURCHASES & EXISTING STORE CREDITS

Previously issued store credits and purchased gift cards remain subject to their existing terms and applicable law. This policy does not change those terms.

FAULTY, DAMAGED OR INCORRECT ITEMS

If you believe an item is faulty, damaged, incorrectly supplied or does not match its description, please email betterwithfriendsstore@gmail.com with:

• Your receipt, order confirmation or other reasonable proof of purchase.

• A description of the issue.

• Photographs showing the issue, where possible.

For shipping damage or incorrect items, please contact us within 48 hours of delivery where possible, so we can investigate promptly. This is a request to assist our investigation, not a deadline for exercising your rights under Australian Consumer Law.

Original packaging and attached tags are not required for a consumer guarantee claim.

ASSESSMENT PROCESS

Better with Friends is entitled to assess an item before determining the appropriate remedy. We may request further information or arrange for the item to be inspected.

We may consult the relevant supplier or manufacturer, but Better with Friends remains responsible for handling your claim. Your rights do not depend on supplier approval.

Assessments and any required remedies will be handled within a reasonable time. Claims are not subject to a blanket seven-day or 90-day limit; applicable rights depend on the product, the issue and the circumstances.

Normal wear and tear, misuse, accidental damage and damage caused by incorrect care or alterations are generally not covered where they caused the issue being claimed.

Please contact us before arranging repairs, alterations or disposal of an item so we have an opportunity to assess it. This request does not limit your statutory rights.

REPAIRS, REPLACEMENTS & REFUNDS

The remedy available depends on the nature of the problem and your rights under Australian Consumer Law.

Minor failures

Where a problem is minor and can be fixed, we will generally arrange a free repair within a reasonable time. We may instead provide a replacement or refund where appropriate.

If we cannot or do not resolve the problem within a reasonable time, you may exercise your rights under Australian Consumer Law, including obtaining a refund or replacement, or arranging a repair elsewhere and recovering reasonable costs.

Major failures

Where an item has a major failure, you may reject it and choose a refund or replacement, subject to Australian Consumer Law. Alternatively, you may keep the item and seek compensation for its reduction in value.

Where you are entitled to a refund, you will not be required to accept store credit instead. Refunds will generally be made using the original payment method unless otherwise agreed.

RETURNING AN ITEM FOR ASSESSMENT

Please contact us before sending an item back so we can provide return instructions. Sending an item back does not, by itself, establish an entitlement to a refund or replacement.

For items that can reasonably be posted or easily returned, you may be asked to return the item for assessment. If a consumer guarantee problem is confirmed, we will reimburse reasonable return postage costs. Please retain your postage receipt.

For large, heavy or difficult-to-remove faulty items, we will arrange collection or cover reasonable return costs as required by Australian Consumer Law.

Please package returned items securely. We recommend tracked postage and retaining proof of lodgement.

YOUR CONSUMER RIGHTS

Our change-of-mind restrictions do not apply to remedies required under Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy available under Australian Consumer Law.