Introduction


Brands Exclusive is committed to providing our valued members with quality products at fantastic prices. However, we do understand sometimes refund requests may be made. This policy sets out circumstances in which we may accept change of mind returns and provide refunds in respect of a specific issue, at our absolute discretion.



Change of Mind Returns


If a sale is still live on Brands Exclusive, you can cancel your order via the My Orders section of your account, or by contacting support@brandsexclusive.com.au. Once a sale has ended, it is no longer possible to cancel your order as the goods will have been ordered and paid for. If next day despatch was offered for your items, these will already be in process and will not be available to cancel.


As a member of Brands Exclusive, you have the opportunity to return your chosen product if you have changed your mind. This includes if the product doesn’t fit, if your choice does not meet your expectations or if you decide it isn’t just right.


To return a product, please go to the My Orders section of your account and select "Return an Item" to lodge a return request. Return requests will be accepted up to 30 days after you’ve received your order. For certain items there may be a shorter return window, please refer to the product page details whilst shopping.


Once the return request has been approved, the support team will provide you with documentation to include in your return package. Please ensure this documentation is complete and correct. Our support team may be unable to process your Change of Mind return, store credit and/or exchange if documentation is incomplete or inaccurate.


The product must be returned to Brands Exclusive within 7 calendar days, or dispatched within 3 business days of receiving your confirmation email, whichever is earlier.


Once you receive your confirmation email, please make sure that you send us your package as soon as possible. In order for us to accept your return it must arrive at our warehouse within 7 days of issuing the confirmation email.


Once Brands Exclusive has received the returned item, our staff will assess the item. We’ll only provide a credit if the item has been returned in the original condition in which it arrived, with all labels and tags attached and in original packaging, with any documentation that may have been provided with the item.


Do ensure you package the order well – use the original packaging with lots of padding so that it arrives at our returns facility in its original condition. We won’t credit items that arrive damaged or not in original condition. Please also ensure that all clothing items are unworn, with all original tags still attached, and please be cautious not to ruin clothing with fragrances, jewellery etc.


On Change of Mind returns, our quality assessment process determines whether the items are in the same condition in which they were sent, including having all original tags and packaging. If we find that this is not the case, we may hold the item for collection by courier at your expense for up to four (4) weeks. If a courier is not arranged within this time, we may discard the item without processing a credit refund.


Once the item/s have been returned and they pass the quality assessment stage outlined in the paragraph above, we will provide a credit to your account (less the original shipping fee and/or duties and taxes) valid for 12 months, usable towards any future purchase with us. When we issue the credit, we will send you a further confirmation email.



Eligible Return Items


Returned items must be in the same condition in which they were sent, including having all original tags and packaging. If they arrive back with us in a damaged condition, we will not be able to issue a refund, so please make sure they are well packaged for transport.


Returned items must be in the same condition in which they were sent, including having all original tags and packaging. If they arrive back with us in a damaged condition, and/or without original tags attached, we will not be able to issue a refund.


Please note that we are unable to accept Change of Mind returns or to process Change of Mind refunds or exchanges on the following items:


- Earrings, hosiery, intimates, lingerie, swimwear, underwear, body wear, body suits, shapewear, cosmetics,

- CDs and DVDs,

- Selected Products with a “No Return” label and/or Products sold from Warehouse/Inventory Sales,

- Perishable products, liquor, food and drink,

- Cosmetics, beauty and health products, fragrances,

- Damaged, used, washed or worn goods (unless agreed to by us in our sole discretion),

- Goods that are no longer in their original packaging in perfect condition,

- Items of clothing that no longer have all original tags attached,

- Made to order items,

- Other items where the product page was marked as non-returnable or final sale, for example goods from Warehouse/Inventory Sales,

- Orders that were shipped more than 30 days ago,

- Returns for terminated or cancelled accounts.



No Returns Basis


Products which are sold on a "No Return Basis" will not be accepted for return unless required by law.


Products sold on a "No Return Basis" include:


- Earrings, hosiery, intimates, lingerie, swimwear, underwear, body wear, body suits, shapewear, cosmetics,

- CDs and DVDs,

- Selected Products labelled “Final sale - no returns”

- Perishable products, liquor, food and drink,

- Cosmetics, beauty and health products, fragrances,


We will provide a consignment label and accept returns and/or process refunds, including postage costs, for "No Return Basis" products in the following circumstances:


- Product(s) delivered "Dead on Arrival" or "Damaged in Transit”,

- Product(s) which develops a fault within the first 30 days after purchase, except where due to wilful damage or customer misuse,

- Product(s) which could reasonably be considered to be of unmerchantable quality,

- Product(s) which fail to perform to the manufacturer's specifications,

- Product(s) which fail to perform as advertised.


If it is found upon return that an item was not incorrectly shipped, a service fee will apply. This policy excludes any item that is not in the condition in which it was first shipped.



Faulty and Damaged Items


If you have received a faulty or damaged product, it would greatly assist us if you could please contact us via the support section of the Website within 30 days, including video and/or photo(s) if possible. We will assess the fault and provide a refund where appropriate and, if applicable, arrange return of the faulty item.


For further information on our faulty and damaged items policy, please see our Terms and Conditions.