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REFUND POLICY
1. Returns & Exchanges
We are bummed if you are not 100% satisfied with the items you received, and we gladly accept returns within 30 days of receipt for most items in new condition. Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice.
Generally, customers should be responsible for the shipping cost for any change of mind returning items.
2. How do I return?
- Get in touch with our customer service representative by sending us an email to info@theae.com.au, Indicate which item(s) you would like to return and the reason for your return.
- Place the item(s) in the original packing and seal the parcel securely.
- Drop off your package at the local post office.
- Once we receive your package, we will promptly process an exchange or issue a refund to your account in accordance to our return conditions.
3. Return Conditions
- Be aware not to destroy the security buckle attached to the clothes tag! Only available for your exchange or return when it's not removed.
- You have 30 days to decide if an item is right for you, if not, you can certainly come to us within 30 days of receiving.
- Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed or altered in any way.
- We do not accept returned items that were sent back directly without checking with us first.
- We do not accept packages returned using C.O.D. service. Return shipping charges are non-refundable.
- Items that has intimate contact with body cannot be returned, refunded or exchanged, like: Face mask, Eye mask, etc.
- In the event that you make a purchase during a promotion where the total discount you received is dependent on the total cost of the order (ex. Buy More, Save More Sale) and you wish to return the item(s), the discount you qualified for is subject to change to a lower discount as dictated by the promotion. A refund will then be recalculated according to promotional terms.
4. Method of Refund:
We would refund to your original payment method. That's to say, if you used credit card to pay, we would refund to your credit card.
Defective Product
If you have quality issue to report, you can contact our customer care team and we will assist you with the return and refund process.
Responsibility
Returned items are the responsibility of the customer until we receive them. Please make sure they are packed properly so as to avoid any damage in transit.
As the parcel remains your responsibility until it arrives, be sure to get proof of postage in case you need to contact us about your return. We are not responsible for any items that are returned to us by mistake. If we are able to locate the items and you'd like them returned to you, we may ask you to cover the delivery cost.
We are not able to refund any tax or duty charged by customs border office.
Feel free to contact us with any further questions or concerns at: info@theae.com.au
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