Refund policy
1. Our Return Commitment
We want customers to feel confident when ordering from By Stella Shore.
This Refund Policy explains our voluntary 30-day change-of-mind return policy as well as your separate statutory rights under the Australian Consumer Law.
2. Australian Consumer Law
Nothing in this Refund Policy excludes or limits rights that cannot be excluded under the Australian Consumer Law.
Our voluntary 30-day return period applies to change-of-mind returns only.
It does not impose a 30-day limit on remedies available for faulty, unsafe, defective, incorrectly described or otherwise non-compliant products under Australian law.
Consumer guarantees may continue for a reasonable period depending on the nature, price and expected lifespan of the product.
3. Faulty, Damaged or Incorrect Products
If a product arrives damaged, is faulty, is materially different from its description or is not the item that you ordered, please contact us as soon as reasonably possible at:
Please include your order number and, where possible, photographs or other information showing the issue. Photographs help us investigate efficiently but do not remove any rights you have under applicable law.
We may reasonably assess the product before providing a remedy.
Where the product has a major failure under the Australian Consumer Law, you may be entitled to choose between a refund and replacement.
Where the problem is minor, we may be entitled to repair the item or otherwise remedy the problem within a reasonable period.
If a minor problem cannot be remedied within a reasonable time, additional remedies may become available under the Australian Consumer Law.
Where we are responsible for the return of faulty or incorrect goods, reasonable return costs will be covered or reimbursed as required by law.
4. 30-Day Change-of-Mind Returns
In addition to your statutory rights, we voluntarily accept eligible change-of-mind returns requested within 30 days after delivery.
To qualify for a change-of-mind return, the product must generally be:
- unused;
- unworn;
- undamaged;
- in its original condition; and
- returned with the original packaging where reasonably possible.
This condition requirement applies to voluntary change-of-mind returns and does not restrict rights for faulty products under Australian Consumer Law.
5. Change-of-Mind Return Costs
For an approved change-of-mind return:
- the customer is responsible for return shipping costs;
- original delivery charges are generally non-refundable unless required otherwise by law; and
- no restocking fee is charged.
We recommend using a trackable return service because you remain responsible for the parcel until it reaches the designated return location.
6. Exchanges
If you would like to exchange an eligible product for another size, colour or item, contact us before returning it.
Exchange availability depends on stock levels.
Where a direct exchange is unavailable, we may ask you to return the original item for a refund and place a new order.
This section does not affect any statutory remedy available for a faulty product.
7. Products That Cannot Be Returned for Change of Mind
We may decline a voluntary change-of-mind return where:
- the return is requested more than 30 days after delivery;
- the product has been worn, used or damaged after delivery;
- the product is not in substantially the same condition in which it was received; or
- we cannot reasonably identify the original order.
These exclusions do not apply where doing so would limit a consumer's statutory rights in relation to faulty or non-compliant goods.
8. How to Start a Return
Please contact us before returning a product:
Include:
- your name;
- order number;
- the product you wish to return; and
- the reason for the return.
We will provide return instructions and the appropriate return destination.
Do not send a return to our registered business address unless our customer service team specifically instructs you to do so.
Unauthorised returns sent to an incorrect address may delay processing.
9. Refund Processing
Once an eligible returned item has been received and assessed, we will notify you of the outcome.
Approved refunds are normally issued to the original payment method within 7 business days after the return has been received and approved.
Your bank, card issuer or payment provider may require additional time before the refunded amount appears in your account.
Where Australian Consumer Law requires a refund, it will be provided in accordance with those legal requirements.
10. Refund Amount
For an eligible change-of-mind return, we refund the purchase price of the returned product.
We do not charge a restocking fee.
Original shipping charges are generally not refunded for a change-of-mind return.
For faulty, damaged or incorrect products, refund amounts and shipping costs will be handled in accordance with the Australian Consumer Law.
11. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
We will try to accommodate cancellation requests before dispatch, but we cannot guarantee cancellation once processing or shipping has begun.
Your statutory rights remain unaffected.
12. Contact Us
For returns, refunds, exchanges or faulty products:
Store Name: By Stella Shore
Business Name: GoMerchantSolutions Limited
Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
Company No.: 17322088
Phone: +61 39 0084284
Email: contact@bystellashore.com
Customer Service Hours: Monday to Friday, 9.00 a.m. – 5.00 p.m. (AEST)
We aim to respond within 24 hours.