RETURNS AND REFUNDS

The short version

If something arrives faulty, damaged, wrong, or not what the listing said, we will make it right. Tell us within 30 days.

We do not accept returns because you changed your mind. If you are in the EU or the UK, the law gives you that right anyway and we honour it in full.

Nothing written here takes away a right the law gives you.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These guarantees apply whether an item was full price or on sale. A discount does not remove them.

If something is wrong with your order

Email chromedrxpshop@gmail.com within 30 days of the item arriving, with:

• your order number
• what is wrong
• clear photos of the item, and of the packaging it came in

Photos matter. Most problems get sorted from photos alone and you keep the item.

If we do need the piece back, we will give you an address and we will cover the return postage. Do not send anything back before we have given you that address. Parcels posted to an address you found yourself cannot be accepted, tracked, or refunded.

What this covers:

• faulty, defective, or damaged in transit
• the wrong item, size, or colour against what you ordered
• an item materially different from what the listing described

Change of mind

We do not take change of mind returns. If you are in the EU or the UK, see the section below, because the law gives you a right we honour in full.

Every piece has measurements and photographs on its page. Read them before you order. If you are between sizes, email us first. We would much rather answer a sizing question than have a piece come back.

If you ordered the wrong size, that is a change of mind and we cannot exchange it. If we sent the wrong size, that is our error and it is covered above.

Cancelling before it ships

If your order has not been dispatched yet, email us and we will cancel it and refund you in full. Once it is with the carrier we cannot pull it back.

If you are in the EU or the UK

Distance selling law gives you the right to withdraw from your order within 14 days of receiving it, for any reason, without giving one.

• Tell us within those 14 days that you are cancelling.
• You then have a further 14 days to send the item back.
• You pay the return postage.
• You can open the packaging and try a piece on, the way you would in a shop. Send it back unwashed and in a condition we can resell. If it comes back worn beyond a try on, we may reduce the refund to reflect the drop in value.
• We refund within 14 days of the item reaching us, or of you sending us proof of postage, whichever comes first.

Sale items and gift cards

Gift cards cannot be returned or refunded.

Sale items cannot be returned for change of mind. They carry exactly the same consumer guarantees as everything else, so a sale item that is faulty, damaged, or not as described is covered like any other piece.

Exchanges

We do not swap a piece for a different size or colour because you changed your mind. Where a change of mind return is accepted under the EU and UK section above, we refund the original order and you place a new one. It is faster than holding stock aside, and it means you are never waiting on two parcels crossing in transit.

This does not affect your right to a replacement where a piece is faulty or not as described. If you would rather have the piece replaced than refunded, say so and we will sort it.

Refunds

Approved refunds go back to the original payment method. We process them within 3 business days of approval. Your bank or card issuer then takes its own time on top of that, usually 5 to 10 business days.

We cannot refund to a different card or account than the one used to pay.

Original shipping is refunded when the fault was ours.

If more than 15 business days have passed since we told you a refund was approved and nothing has arrived, email us and we will chase it.

Contact

chromedrxpshop@gmail.com

We answer within 2 to 4 business days.