Refund policy
Thank you for shopping with windsorstoreax.shop.
We want customers to be able to shop with confidence. This Return and Refund Policy explains our voluntary return procedures as well as the way we handle damaged, defective, incorrect, or otherwise problematic products.
This policy applies to purchases made directly through windsorstoreax.shop.
For all return and refund enquiries, contact:
Email: info@windsorstoreax.shop
Australian Consumer Law
Nothing in this Return and Refund Policy excludes, restricts, or modifies any consumer guarantee, right, remedy, or protection that cannot lawfully be excluded under the Australian Consumer Law or other applicable Australian legislation.
Australian consumer guarantees apply independently of any voluntary return period offered by windsorstoreax.shop.
Where goods fail to comply with an applicable consumer guarantee, customers may be entitled to a remedy depending on the nature and circumstances of the failure. Applicable remedies may include repair, replacement, refund, compensation, or another remedy required by law.
Our voluntary change-of-mind return requirements do not replace statutory rights relating to faulty, unsafe, defective, misdescribed, or otherwise non-compliant products.
30-Day Voluntary Return Period
In addition to any statutory rights, windsorstoreax.shop offers eligible customers a 30-day voluntary return period.
For an eligible change-of-mind return, the customer must contact us within 30 calendar days after the product is delivered.
A voluntary return request made after this 30-day period may be declined unless the customer has rights under applicable law that continue beyond that period.
To initiate a return, email:
Please include:
- your order number;
- the name used to place the order;
- the email address associated with the order;
- the product you wish to return;
- the reason for the return; and
- photographs where the request concerns damage, defects, incorrect goods, or another visible issue.
Conditions for Change-of-Mind Returns
For a voluntary change-of-mind return, the product should generally be:
- unused;
- unworn, other than reasonable inspection where appropriate;
- unwashed;
- unaltered;
- undamaged by the customer;
- complete with original accessories and components;
- returned with original tags where applicable;
- returned in original packaging where reasonably possible; and
- in a condition suitable for resale.
Customers should take reasonable care of products while deciding whether to keep them.
If an item is returned used, damaged, incomplete, altered, contaminated, or materially different from the condition in which it was received because of the customer's handling, we may refuse a voluntary change-of-mind refund or reduce the refund where permitted by law.
These conditions do not restrict remedies available for a product that fails to comply with applicable consumer guarantees.
Return Authorisation
Customers must contact us before sending a product back.
After reviewing the request, we will provide return instructions where the return is approved or otherwise required by law.
Because return handling locations can vary according to the product, fulfilment location, and circumstances of the return, customers should not send a return to an address obtained independently from a parcel label, third-party website, search engine, or previous order unless windsorstoreax.shop has specifically authorised that address for the return.
Unauthorised returns may result in processing delays.
Change-of-Mind Return Shipping
For approved voluntary change-of-mind returns, the customer is generally responsible for the reasonable cost of returning the product to the return location provided by windsorstoreax.shop.
Original standard shipping charged by windsorstoreax.shop is not an issue for Australian orders covered by our current Shipping Policy because standard delivery is provided free of charge on all orders.
Customers are responsible for appropriately packaging voluntary change-of-mind returns.
We recommend using a traceable delivery service for return shipments. windsorstoreax.shop is not responsible for a voluntary return parcel that cannot be located before it is received by the designated return facility, except to the extent responsibility cannot legally be excluded.
Faulty, Defective, Unsafe, or Damaged Products
If a product arrives faulty, damaged, unsafe, materially different from its description, or otherwise does not comply with an applicable consumer guarantee, please contact us as soon as reasonably possible at:
Please provide your order number, a description of the issue, and clear photographs or other reasonable evidence where this can assist us in assessing the problem.
We may ask the customer to return the product where inspection is reasonably necessary.
Where the Australian Consumer Law requires windsorstoreax.shop to bear reasonable return or transportation costs associated with a valid consumer guarantee claim, we will handle those costs as required by law.
The specific remedy available will depend on the circumstances and whether the failure is major or minor under applicable law.
Incorrect Products
If you receive a product different from the product you ordered, contact us at:
Please provide:
- your order number;
- a photograph of the product received;
- a photograph of the packaging where useful; and
- a description of the product you expected to receive.
Where we confirm that the incorrect product was supplied due to our error or the error of a fulfilment provider acting on our behalf, we will provide an appropriate solution.
Depending on the circumstances, the solution may include replacement, return instructions, refund, or another remedy consistent with applicable law.
Missing Items
If an order contains multiple products and an item appears to be missing, customers should first check:
- whether the order was divided into multiple shipments;
- shipping confirmation emails;
- tracking information; and
- the contents of all packaging received.
If an item remains missing, contact:
We will review available order and fulfilment information and provide an appropriate resolution.
Exchanges
Where practical, we may offer an exchange for an eligible product.
Exchange availability depends on stock availability and the circumstances of the return.
In some situations, the fastest or most practical process may be for the customer to return an eligible item for a refund and place a new order for the preferred item.
Where an exchange concerns a product that fails to meet a statutory consumer guarantee, applicable Australian law will determine the customer's rights.
Non-Returnable Items for Change of Mind
For hygiene, safety, personalisation, or other legitimate reasons, certain products may not qualify for a voluntary change-of-mind return after they have been opened, used, or personalised.
These may include, where applicable:
- personalised or custom-made products;
- products made specifically to customer specifications;
- perishable products;
- opened personal-care or hygiene-sensitive goods where resale would be inappropriate;
- digital products after delivery or access where applicable;
- gift cards; and
- products clearly identified before purchase as final sale for change-of-mind purposes.
A change-of-mind restriction does not remove a customer's rights where a product is faulty, defective, unsafe, misdescribed, or otherwise fails to satisfy a consumer guarantee.
Sale and Promotional Items
Sale, discounted, and promotional products may be subject to the same 30-day voluntary return conditions unless the product was clearly identified as final sale for change-of-mind purposes.
Regardless of sale status, statutory consumer rights continue to apply.
A discounted product is not excluded from an otherwise applicable statutory remedy merely because it was purchased on sale.
How Refunds Are Assessed
When an authorised returned product is received, we may inspect it to confirm:
- the identity of the product;
- the condition of the product;
- whether all relevant components have been returned;
- whether the return complies with voluntary return conditions; and
- whether the product is the subject of a defect or other issue reported by the customer.
We will then advise the customer of the outcome.
Approved Refunds
When a refund is approved, windsorstoreax.shop will normally issue the refund to the original payment method used for the purchase unless another method is required by law or agreed with the customer.
We aim to initiate approved refunds within approximately 5–10 business days after the return has been received and assessed, although processing may be completed sooner.
After windsorstoreax.shop submits a refund, banks, card issuers, payment providers, and other financial institutions may require additional processing time before the funds appear in the customer's account.
Partial Refunds
A partial refund may be considered for a voluntary change-of-mind return where permitted by law if a product has been materially reduced in value due to customer handling beyond what was reasonably necessary to inspect the item.
Any deduction will be reasonable and related to the actual circumstances.
Partial refunds will not be used to avoid remedies required by Australian consumer law.
Order Cancellation
If you wish to cancel an order, contact us as soon as possible at:
We will try to accommodate cancellation requests before fulfilment begins.
However, because order processing may begin shortly after an order is submitted, cancellation cannot always be guaranteed.
If an order has already entered fulfilment or has been dispatched, the customer may need to follow the applicable return process after delivery.
Nothing in this section affects cancellation or refund rights that arise under applicable law.
Refused and Unclaimed Deliveries
Customers should not intentionally refuse delivery as a substitute for following the return procedure unless instructed to do so by windsorstoreax.shop.
A refused or unclaimed parcel may be returned through a carrier's network without sufficient identifying information, which can delay refund processing.
If a parcel is returned to us because it was unclaimed, refused, or undeliverable, we will review the circumstances and contact the customer where possible.
Incorrect Delivery Information
Customers are responsible for reviewing delivery information before placing an order.
If an address is incorrect, contact us immediately.
We will make reasonable efforts to update the address before dispatch, but changes cannot be guaranteed after fulfilment has begun.
If an order is returned because of an address supplied incorrectly by the customer, we may require additional delivery arrangements before resending it, subject to applicable law.
Return Fraud and Abuse
We reserve the right to investigate suspected return fraud, payment fraud, deliberate product substitution, false claims, repeated abusive returns, or other misuse of our return process.
We may refuse a voluntary return where we have reasonable grounds to believe the request is fraudulent or abusive.
This does not permit us to refuse a genuine statutory remedy required by applicable law.
Consumer Guarantee Claims Are Not Limited to 30 Days
The 30-day return period described in this policy applies to our voluntary change-of-mind return program.
It does not impose a 30-day limit on consumer guarantee rights.
Australian consumer guarantees do not operate as a simple fixed 30-day warranty, and applicable statutory rights may continue for a period appropriate to the nature, price, quality, and expected life of the goods.
Contact Us About a Return
For all return, refund, exchange, damaged product, defective product, incorrect item, or consumer guarantee enquiries, contact:
windsorstoreax.shop
Email: info@windsorstoreax.shop
We will review your request and provide return instructions or other appropriate assistance.
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