Returns Policy

This is the refunds and returns policy for Splendr Brands (ABN 86 768 265 615, PO BOX 3238, Caroline Springs, VIC, 3023).

30 Day Returns Policy

Here at splendr we have an amazing team that scout only for the best. Our hope at splendr is that you will fall in love with the splendrous products we offer. We would find it hard to believe that you would change your mind, however, we want you to be happy – actually, thrilled with your purchase. Therefore, we allow for a 30-day refund, exchange or store credit from the time you receive your order.

To be eligible for a free return (full product refund, exchange or store credit), your item must comply with the following conditions:

• unused
• unopened 
• in the same condition that you received it
• in the original packaging 

You will need your receipt/invoice to process the return. To complete your free return, please follow the steps below to return your item:

1. Click here to book your return via the online return portal: Return Lodgement Order. You will require your order purchase number. This can be found through your order confirmation email that was sent after your order was placed. Follow the steps accordingly.
   
   
2. Once the return has been processed, we will send you a return shipping label and a return lodgement form via email (make sure to check your junk email. Please allow 24 hours.
   
   
3. Include the return lodgement form in the parcel with the items. Print your return label and attach it to the outside of your return parcel (on the mailer/satchel). Make sure not to cover the barcode with any sticky tape and remove any existing labels if you are reusing the splendr mailer.
   
   
4. Drop off your return parcel at any Australian Post office or red post box.
   
   
5. Once your returned items have been received, the team will review and process accordingly.  

Please note shipping costs are non-refundable. Any damaged goods during transit will no longer be eligible for return so please pack the items carefully

Once we receive your item/s we will send you a notification email and aim to process it as soon as we deem it eligible. If we receive your returned item/s and it is used, opened and not in the same condition that it was originally in, then we will send back the item to the original shipping address. We’ll be in touch as soon as your return is complete.

We reserve the right to refuse orders and refunds which we have identified as fraudulent.

How long will my return take?
Due to the COVID-19, incoming returns need to be quarantined for at least 72 hours. As a result, returns are taking longer than usual.

For returns via post, parcels will typically reach our PO Box within 2-7 business days. Once the parcel reaches us, it will be processed within 2-3 business days provided it is eligible for a return. If a refund has been selected, it may take 3-7 days for the funds to show up in your account which was used to purchase your order.

How are items purchased through Afterpay returned?
The process to return an item/s that has been purchased through Afterpay is the same process outlined above. The item/s must meet the return conditions and be sent back to us via post. Afterpay will refund the amount paid to the account that was used to purchase the order. For more information about Afterpay at Splendr, please visit our Afterpay page.

I would like to process a return but I’ve lost or deleted my e-receipt/invoice. What should I do?
First of all, don’t stress! If you've signed up when placing your order, you can simply log onto your Splendr account and process the return through there. Alternatively, you can contact our friendly team at hello@splendr.com.au. You will need to provide us with your name, phone number and email address that was used to process the order. We will use this information to find the e-receipt in our system.

Am I able to return a sale item?
Of course! However, we can only offer a store credit for sale items. Products that have been bought under seasonal promotions (store wide promotions) are eligible for a refund or store credit. The products will still need to comply with the conditions outlined above.

I haven’t received my refund yet, what should I do?
Once we have emailed you to let you know that your refund has been processed, please allow 2-5 business days for the funds to be visible in your account. If you do not see the refund amount in your account after 2-5 days since being notified, please contact your bank.

It may take some processing time before your refund is officially posted. If you still have not received your refund yet, please contact us at hello@splendr.com.au.