Refund policy


HOW DO I RETURN AN ITEM?

To return an item, please email us. Sale items are non-refundable, non-exchangeable.


WHAT IS YOUR RETURNS POLICY?

We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we'll gladly accept a return of any full priced item subject to the following conditions:
  • the item must be returned within 14 days of delivery, we suggest all items are tried on as soon as they are received to ensure you are able to return items within this timeframe
  • items must be returned in original condition, unworn, unaltered, unwashed and with their tags attached
  • if you have received a gift with purchase during a promotion, the gift must also be returned otherwise the value of the gift will be deducted from your refund
Full Price: Styles that are full price are eligible for return or store credit within 14 days of purchase.
Sale Styles: Sale items which have been reduced in price cannot be refunded.

 

ARE THERE RETURNS CONDITIONS AND EXCEPTIONS?


Swimwear & Intimates

  • customers must try on items wearing undergarments

Gift Cards

  • Gift Cards are valid for one (1) year from the date of issue and are not redeemable for cash
  • all gift card purchased on our Australian website can be redeemed on our Australian website or in our show room
DO I HAVE TO PAY FOR SHIPPING MY RETURN?
Return costs are covered by customer. The panel must be sent via a traceable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed. For further instructions, please email us to info@santarathelabel.com.

In case of a parcel being rejected at customs due to change of mind, we reserve the right to withhold duties and taxes incurred from your refund once it has been returned to us.

Please note: Subject to our obligations under the Australian Consumer Law or similar legislation, international returns cannot be accepted where the value of the items being returned in one shipment is over $1000. Please ship the items separately as we are not responsible to pay duties to receive the goods. If there is a charge it may be deducted from your final refund.


HOW WILL I BE REFUNDED?

Upon receipt of the items, they will undergo a quality review and once once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost and return handling costs) directly to the original method of payment used for purchase. If you paid with a gift card, you will be refunded to that same gift card and will be able to re-use the original unique code towards your next purchase

We endeavour to process refunds as soon as they are received but please allow up to five (5) business days for returns to be processed. You will receive an email notification of the status of your refund once finalised. 

If you paid import duties or taxes on an item that you have returned and would like a credit invoice to provide to your customs office please contact us.


CAN I EXCHANGE AN ITEM?

Due to the limited nature of our pieces, we do not offer exchanges. If you would like a different size or alternative item, we recommend purchasing the new item and following the returns process for the original item.


WHAT IF MY ITEM IS FAULTY OR I RECEIVE AN ITEM I DIDN'T ORDER?

We're very sorry if an item you received is not in perfect condition, or one that you didn't order! Please email us and we can resolve this for you as soon as possible.

We will meet our obligations under the Australian Consumer Law or similar legislation which may include replacing the item if the stock is available or providing a refund upon receipt of the item back at our warehouse. 


WHAT IF MY ORDER GOES MISSING?

If your order has not been delivered, is missing or the tracking details have not updated please email us so we can assist you with this. Each courier company have their own investigation processes and we work closely with them to locate, replace or refund your order.

Please note, parcels acknowledged as lost in transit by Spell will be reimbursed minus any logistics charges incurred due to customer error.