Our Returns and Exchange Policy is all about making it easy for you.
Whether your purchases are made in store or online, our Returns Policy makes returns simple. For your convenience, our merchandise may be exchanged or returned for a store credit. We do not offer refunds, however, our policy does not exclude or replace your rights given under Australian Consumer Law and regulations.
CHANGE OF MIND
We do not offer refund for change of mind. If you have changed your mind and you are able to provide satisfactory proof of purchase, we may offer you an exchange or store credit provided that the merchandise:
- is in saleable condition
- is unworn and unused with all original, sealed packaging and tags attached
- is not subject to the exclusions listed below; and
- the exchange is sought within a reasonable period of time (in most cases a reasonable period of time is deemed to be 14 days)
- Items must be unwashed, unworn and unused items in their original condition must be returned upon presentation of the original invoice within 14 days of order receipt.
If you are unable to provide satisfactory proof of purchase, we at our discretion reserves the right not to offer an exchange or store credit for change of mind. In such cases, we may provide you an exchange to the current value of the merchandise or store credit. We are not required to provide you with a copy of your original receipt to facilitate an exchange, store credit, insurance or warranty claim.
Please choose carefully when purchasing the following merchandise as change of mind returns, exchanges or refunds will not be provided on:
- Custom made, monogrammed, personalised, and altered products
- All sale items in-store and on-line
- Gift Cards
- Pierced jewellery
PROOF OF PURCHASE
Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
- Original register receipt (no photocopies accepted)
- Online Tax Invoice (order confirmations will not be accepted)
- Original return/exchange receipt/gift receipt
- Financial Statement (i.e bank statement, credit card statement)
FOR ONLINE SALES
If you have requested a refund for your online order, we will notify you via email once your refund has been processed after the item has been received by us.
If you would like to exchange an item, please inform us of the style, size and colour that you would prefer. The item from the original order will first be returned and a new order containing the exchanged item will be processed. Any discounts received will be carried over in an exchange. We will notify you via email once your exchange has been processed.
We will not be liable for the loss of an item being returned so we recommend that you return it using registered mail.
If you are returning or exchanging a faulty, damaged or incorrect item we will pay for the packaging and postage costs. However, we are unable to offer free delivery for ‘change of mind’ returns or exchanges.
If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined timeframe.
However the Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).
Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase—e.g. your receipt.. At our discretion, we may replace the item or refund you) within a reasonable time.Where an item is damaged through misuse or abnormal use, we will not provide a refund, exchange or repair.
We will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
Refunds for all purchases instore and online channels will be given using your original payment method, except in the following circumstances:
- Where a credit or debit card was used to make the purchase, the cardholder and the same card must also be present, otherwise a store credit will be provided.
- If the purchase was made by Gift Card a store credit will be issued (unless otherwise required by law).
- If the purchase was made by credit card for instore returns the refund will be processed to the credit card issued in the same name of the purchaser or a store credit will be issued.
- Gift Cards cannot be exchanged.
GIFT OR BONUS WITH PURCHASE OFFERS AND BUNDLED ITEMS
Where merchandise is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in saleable condition, the value of any available refund will be reduced by the value of the gift or bonus.
In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.
BONUS GIFT CARD WITH PURCHASE
Where a bonus Gift Card is issued at the time of purchase, the bonus Gift Card must also be returned with the merchandise to qualify for a full exchange or refund. Where the bonus Gift Card has been fully or partially redeemed, the amount redeemed will be deducted from any available refund.
PRIVACY WHEN MAKING A RETURN
We are committed to protecting your privacy. You may be asked to present photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date.
HOW TO RETURN YOUR ITEM
Present your online invoice at our retail store within 14 days of order receipt. We are located at 146 Liebig Street Warrnambool, Victoria.
Please post your item along with the original invoice to:
Mix and Co.
146 Liebig Street
Warrnambool, VIC 3280