RETURNS & REFUNDS POLICY

RETURNS & REFUNDS POLICY – SCOTT AND DAUGHTERS

Last updated: Today

At Scott and Daughters, we want you to feel confident shopping with us.

This Returns & Refunds Policy explains our 30-day voluntary returns policy, how to request a return, who is responsible for return shipping, how refunds are processed, and how we handle faulty, damaged or incorrect products.

This policy applies to purchases made through www.scottanddaughters.com.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL).

1. 30-DAY RETURNS POLICY

Scott and Daughters offers a voluntary 30-day change-of-mind return period.

If you decide that an item is not right for you, you may request a return within 30 days of receiving your order, subject to the conditions in this policy.

This may include situations where:

the item does not fit as you expected;
you selected the wrong size or colour;
you no longer want the item; or
you have otherwise changed your mind.

Australian Consumer Law does not generally require businesses to provide a refund or exchange simply because a customer changes their mind.

Our 30-day change-of-mind return policy is therefore an additional benefit offered by Scott and Daughters.

It is separate from your statutory rights where a product is faulty, unsafe, incorrectly supplied, materially different from its description or otherwise fails to comply with an applicable consumer guarantee.

2. HOW TO REQUEST A RETURN

To request a return, please contact us within the applicable return period at:

Email: info@scottanddaughters.com
Website: www.scottanddaughters.com

Please include:

your full name;
your order number;
the email address used to place the order;
the item or items you would like to return;
the reason for your return; and
clear photographs or video if you believe the item is damaged, faulty, incorrect or materially different from what you ordered.

Our customer support team will review your request and provide the appropriate next steps.

3. PLEASE CONTACT US BEFORE RETURNING AN ITEM

Please contact us before sending a product back.

Our products may be shipped through different international fulfilment facilities, so the address shown on your original parcel may not be the correct return address.

Once your return request has been reviewed, we will provide the appropriate return instructions and return address.

Depending on the product and fulfilment location, the designated return facility may be located outside Australia, including in China.

Do not automatically return a parcel to the sender address shown on the original package.

That address may belong to a shipping carrier, logistics provider or outbound fulfilment facility that is unable to process customer returns.

Returning an item to an address other than the return address provided by our support team may result in delays or difficulties locating the parcel.

This process does not limit any rights you may have under Australian Consumer Law.

4. CONDITIONS FOR CHANGE-OF-MIND RETURNS

To qualify for a return under our voluntary 30-day change-of-mind policy, the item should:

be returned in substantially the same condition in which it was received;
be unworn other than reasonable try-on;
be unwashed;
be unused;
be free from stains, makeup, perfume, deodorant, smoke, pet hair or other signs of use;
have original tags attached where applicable;
have applicable hygiene seals intact; and
include the original product packaging where reasonably possible.

You may carefully try on clothing or footwear indoors to determine whether it fits, in the same way you would reasonably inspect an item in a physical store.

Proof of purchase may also be required.

These conditions apply to voluntary change-of-mind returns only.

They do not prevent you from exercising rights available under Australian Consumer Law in relation to a product with a genuine problem.

5. SIZING AND FIT

Where available, products on our website include sizing information or a size guide.

Sizing can vary between styles, fabrics, designs and manufacturers. We therefore recommend checking the measurements shown on the relevant product page before ordering.

For a normal change-of-mind return, choosing the appropriate size based on the sizing information provided remains the customer's responsibility.

Small variations in garment measurements may occur as a result of:

manual measurement;
manufacturing tolerances;
fabric characteristics; and
production methods.

Where stated on the relevant product information, minor measurement variations may be considered normal provided they do not materially affect the product or cause it to differ significantly from its advertised description.

If you believe the measurements of the item you received materially differ from those advertised, please contact us.

We may ask you to provide photographs showing the item being measured at the relevant measurement points.

Where an item materially differs from its advertised sizing or otherwise fails to comply with an applicable consumer guarantee, your rights under Australian Consumer Law are not affected by our normal change-of-mind conditions.

6. PRODUCT COLOURS, MATERIALS AND MINOR VARIATIONS

We make reasonable efforts to display our products accurately.

Please keep in mind that colours may appear slightly different depending on:

your screen or device;
screen brightness;
browser settings;
photography; and
lighting conditions.

Minor variations in stitching, texture, colour tone, buttons, zippers or finishing may also occur between production batches.

The feel of a fabric, including its softness, thickness, stretch or texture, can also be subjective.

Minor or subjective differences will generally be treated as a change-of-mind matter where the product otherwise materially matches its description and applicable representations.

This does not affect your rights where a product is materially different from what was advertised or otherwise fails to meet a consumer guarantee.

7. RETURN SHIPPING COSTS

Change-of-mind returns

For voluntary change-of-mind returns, including returns because of:

size or fit preference;
colour preference;
style preference; or
no longer wanting the product,

the customer is responsible for arranging and paying the return shipping costs.

Because our designated return facility may be located outside Australia, international return postage may apply.

Return shipping costs can vary depending on:

parcel size;
weight;
destination;
postal or courier service; and
the shipping option selected.

We recommend checking the expected return shipping cost with your chosen carrier before sending your parcel.

Faulty, damaged or incorrect products

Different rules apply where a product has a problem covered by Australian Consumer Law.

If the product is confirmed to be faulty, damaged, incorrectly supplied or otherwise subject to an applicable consumer guarantee remedy, reasonable return costs will be handled in accordance with Australian Consumer Law.

If you have already paid reasonable postage to return a product that is subsequently confirmed to have a qualifying problem, we will reimburse reasonable return costs where required by law.

Please keep your postage receipt.

8. TRACKED RETURN SHIPPING

For voluntary change-of-mind returns, your parcel must be sent using a tracked shipping service unless we agree otherwise in writing.

After shipping your return, please provide us with:

the tracking number; and
where available, a link to the carrier's tracking page.

Please keep your postage receipt and tracking information until your return has been completed.

For a voluntary change-of-mind return, we cannot process the final refund until the return has reached the designated return location and the returned item can be identified and inspected.

If a voluntarily returned parcel is lost before reaching the designated return location, and delivery cannot be verified, we may be unable to issue the change-of-mind refund.

This tracking requirement does not operate to remove rights or remedies available under Australian Consumer Law.

9. INSPECTION OF RETURNS

Once a voluntary change-of-mind return reaches our designated return location, the item may be inspected before the refund is approved.

We may check:

whether the correct product has been returned;
the condition of the item;
whether it has been worn beyond reasonable try-on;
whether it has been washed or altered;
whether tags and applicable hygiene seals remain intact; and
whether the item has been damaged after delivery.

Where a change-of-mind item is returned in a condition that does not comply with this policy, we may decline the voluntary return or, where lawful and appropriate, reduce the refund to reflect a loss in value.

This does not limit remedies available for a genuine product failure under Australian Consumer Law.

10. ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS

For hygiene, health or practical reasons, the following products are generally excluded from our voluntary change-of-mind return policy:

lingerie and underwear;
swimwear where the hygiene seal has been removed;
earrings;
opened cosmetics or personal-care products;
personalised or custom-made products;
gift cards; and
items clearly identified as Final Sale / No Change-of-Mind Returns before purchase.

These exclusions apply only to change-of-mind returns.

A product is not excluded from remedies available under Australian Consumer Law merely because it was:

discounted;
on sale;
marked final sale; or
part of one of the categories listed above.

Where such a product has a problem covered by an applicable consumer guarantee, statutory rights may still apply.

11. FAULTY, DAMAGED OR INCORRECT PRODUCTS

If you believe you have received:

a faulty product;
an item damaged on arrival;
the wrong product;
the wrong size or variation compared with what was ordered;
an unsafe product; or
an item that materially differs from its advertised description,

please contact us as soon as reasonably possible at:

info@scottanddaughters.com

Please include:

your order number;
a description of the issue;
clear photographs or video showing the issue;
photographs of the packaging where relevant; and
photographs of the shipping label where relevant.

Providing this information helps us assess the issue more quickly.

We may request additional reasonable information where necessary to determine what has happened.

Where possible, we recommend notifying us of visible shipping damage within 5 days of delivery because this can make it easier to investigate the issue with the carrier.

However, this 5-day period is not a deadline for exercising rights under Australian Consumer Law.

12. ASSESSING PRODUCT PROBLEMS

We have the right to reasonably assess a product before determining which remedy applies.

Depending on the circumstances, we may ask you to:

provide additional photographs or video;
provide proof of purchase;
answer reasonable questions about the problem; or
return the product for inspection.

You do not need the original packaging simply to make a valid claim under Australian Consumer Law.

We may decline a claim where the available evidence establishes that the problem was caused after delivery by matters such as:

misuse;
accidental damage;
abnormal use;
unauthorised alterations;
failure to follow reasonable care instructions; or
ordinary wear and tear,

and where Scott and Daughters is not otherwise legally responsible for that problem.

13. AUSTRALIAN CONSUMER LAW – MAJOR FAILURES

Where a product has a major failure under Australian Consumer Law, you may be entitled to reject the product and choose between a refund or replacement.

Whether a failure is major depends on the circumstances.

Examples may include where the product:

would not have been purchased by a reasonable consumer who knew about the problem;
is significantly different from its description, sample or demonstration model;
is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;
is unfit for a particular purpose made known before purchase and cannot easily be made fit within a reasonable time; or
is unsafe.

Any applicable statutory rights take priority over our voluntary change-of-mind return process.

14. OTHER PRODUCT FAILURES

Where a product does not meet a consumer guarantee but the failure is not major, Scott and Daughters will provide an appropriate remedy in accordance with Australian Consumer Law.

Depending on the circumstances, this may involve:

repair;
replacement;
another appropriate remedy; or
a refund where required by law.

If a minor problem cannot be remedied within a reasonable time or otherwise develops into circumstances giving rise to further statutory rights, additional remedies may become available.

15. PROOF OF PURCHASE

We may ask for reasonable proof that the product was purchased from Scott and Daughters.

Suitable proof may include:

your order confirmation;
your order number;
a payment record;
an account purchase history; or
another reasonable record showing the purchase.

For an Australian Consumer Law claim, the absence of original product packaging does not by itself prevent you from seeking a remedy.

16. REFUNDS

Change-of-mind refunds

Once an approved voluntary return has been received and inspected, we will notify you of the outcome.

If the return satisfies our change-of-mind conditions:

the eligible refund will be processed to the original payment method; and
we aim to process the refund within 14 days after the return has been received and approved.

Your bank, card issuer or payment provider may require additional time before the refund appears in your account.

We do not control processing times imposed by banks or third-party payment providers.

Australian Consumer Law refunds

Where you are legally entitled to a refund under Australian Consumer Law, the refund will be provided within a reasonable time and will not be made subject to conditions that unlawfully restrict your statutory rights.

17. ORIGINAL SHIPPING COSTS

For a voluntary change-of-mind return, the original shipping charge is generally not refundable unless we expressly agree otherwise.

Where an order received free shipping, no separate outbound shipping amount will be refunded.

Where the refund relates to a product that failed to comply with an applicable consumer guarantee, shipping costs and other reasonable costs will be dealt with in accordance with Australian Consumer Law.

18. PARTIAL REFUNDS AND ALTERNATIVE SOLUTIONS

In some circumstances, we may offer an alternative solution rather than requiring a product to be returned.

This may include:

a partial refund while you keep the item;
store credit;
a replacement product;
a different size or style; or
another mutually agreed solution.

You are not required to accept a voluntary alternative offer.

Where you have a statutory right to a particular remedy under Australian Consumer Law, offering an alternative solution does not remove that right.

19. EXCHANGES

Direct exchanges may not always be operationally available.

If you would like a different:

size;
colour;
product; or
style,

please contact us.

Depending on stock availability and the circumstances, we may:

arrange a replacement;
offer another suitable product;
ask you to return the original item and place a new order; or
offer another agreed solution.

For a voluntary size or preference exchange, additional shipping charges may apply where clearly communicated to you.

Where a replacement is required under Australian Consumer Law, statutory rights take priority over our voluntary exchange procedure.

20. STORE CREDIT

Where offered and accepted, store credit may be provided as an alternative to a cash refund for a voluntary return.

We will tell you:

the amount of the credit;
any applicable expiry period; and
any material conditions

before you agree to accept store credit.

We will not require you to accept store credit instead of a refund where Australian Consumer Law gives you a right to a monetary refund.

21. REFUSED, UNCLAIMED OR UNDELIVERABLE PARCELS

If a parcel is:

refused without prior agreement;
not collected from a pickup location within the carrier's timeframe; or
undeliverable because of an incorrect or incomplete address provided by the customer,

the parcel may be returned to the sender or our fulfilment facility.

Once the returned parcel has been received and identified, we will contact you where appropriate regarding the available options.

This may include:

reshipping the order; or
processing an eligible refund.

Where the delivery failure was caused by circumstances within the customer's control, reasonable redelivery or return-to-sender costs may apply where permitted by law.

No such charge will be imposed where the failed delivery resulted from an error for which Scott and Daughters is legally responsible.

22. CUSTOMS AND IMPORT CHARGES ON RETURNS

Because change-of-mind returns may be sent internationally, customs or processing requirements may occasionally arise.

Customers should follow the return instructions we provide and correctly identify the shipment as a returned product where required by the carrier or customs documentation.

For voluntary change-of-mind returns, customs charges or third-party processing charges resulting from the customer's chosen return method may remain the customer's responsibility where permitted by law.

If a return is associated with a product problem covered by Australian Consumer Law, reasonable costs will be handled in accordance with applicable law.

23. RETURN FRAUD AND ABUSE

We reserve the right to investigate reasonably suspected return fraud or abuse.

Examples include:

returning a different product from the one supplied;
falsely claiming that a used or damaged item arrived in that condition;
deliberately damaging or altering a product before making a claim;
manipulating tracking information; or
submitting knowingly false or misleading information.

We may decline a voluntary return where we reasonably determine that it is fraudulent or does not meet the conditions of this policy.

Nothing in this section permits us to refuse a valid remedy required under Australian Consumer Law.

24. ORDER CANCELLATIONS

If you wish to cancel or change an order, please contact us as soon as possible at:

info@scottanddaughters.com

Orders may enter our fulfilment process shortly after being placed.

Where an order has not yet progressed too far through processing, we will make reasonable efforts to accommodate your cancellation request.

Once an order has entered advanced processing, been packed or been dispatched, we may no longer be able to stop or retrieve the shipment.

If we cannot cancel the order before dispatch, you may request a return after delivery under our voluntary 30-day return policy where the item qualifies.

This does not affect any statutory cancellation or refund rights that may apply under Australian law.

25. AUSTRALIAN CONSUMER LAW

Our 30-day returns policy is offered in addition to your rights under Australian Consumer Law.

Consumer guarantees may require goods to:

be of acceptable quality;
be fit for their ordinary purpose;
be fit for a specific purpose made known before purchase;
match their description;
match any applicable sample or demonstration model; and
satisfy other guarantees imposed by Australian Consumer Law.

These rights cannot be excluded merely by:

our 30-day voluntary return period expiring;
the product being on sale;
the product being identified as final sale;
original packaging being unavailable; or
a condition in this voluntary returns policy.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any non-excludable rights or remedies available under Australian Consumer Law.

26. CONTACT US

For questions regarding a return, refund, faulty item, exchange or cancellation, please contact:

Scott and Daughters
Email: info@scottanddaughters.com
Website: www.scottanddaughters.com