Refund policy

RETURNS AND EXCHANGES

ANY ISSUE WITH YOUR ORDER?

📧 Email: hello@albernandco.com.au

⏳ Response Time: Within 24 hours

📮 All exchanges to be sent to: PO Box 814, Upper Coomera, 4208. Please do not send prior to reaching out.  

Once approved, follow the return instructions provided by our team.

(a)               We do not offer change of mind returns or refunds. We offer SIZE EXCHANGE only. 

(b)               (Sizing Exchange) The following process applies to any Product you would like to exchange sizing for.

(i)                 If you receive a Product in the incorrect size, you may exchange it for a different size within 14 days of receiving the Product.

(ii)                To request a sizing exchange, contact us using the details on our Website with your order number and requested size.

(iii)               You must return the original Product to us at your cost. The Product must be unused, in original condition with all tags attached.

(iv)               Once we receive and approve the returned Product, we will ship the replacement size to you at our cost. 

(v)                Sizing exchanges are subject to stock availability. If unavailable, we may offer store credit or a refund.

(vi)               We may refuse a sizing exchange if the Product has been used, damaged, or is not in original condition.

(c)                We will provide a full refund of the price paid for a Product if we determine that:

(i)                 a Product you have ordered was not received by you solely due to failure by us;

(ii)                a Product provided to you was not substantially the same as the Product you ordered as displayed on our Website (subject to reasonable variation as a result of screen display, colour and brightness, and image quality); or

(iii)               a Product is faulty, in accordance with clause 6.3(d), in which case we may provide store credit, a replacement or a full refund of the price paid for a Product, (Faulty Products).

(d)               The following process applies to any Product you believe to be faulty.

(i)                 If you believe your Product is faulty, please contact us using the details provided on our Website with a full description of the fault (including images).

(ii)                If we determine that your Product may be faulty, we will request that you send the Product back to us at your cost initially for further inspection, including any accessories, manuals, documentation or registration shipped with the Product. We reserve the right to further inspection before deeming a Product faulty.

(iii)               If we determine in our reasonable opinion that the Product is not faulty, or is faulty due to fair wear and tear, misuse, failure to use in accordance with the manufacturer’s instructions (including those in clause 3.1(f)), or failure to take reasonable care, we will refuse your return and send the Product back to you at your cost.

(iv)               If we determine that the Product is faulty, we will issue you with a store credit, replacement or refund (including shipping costs) depending on the nature of the fault. All refunds will be credited back to your original method of payment unless you request otherwise and we approve this request.

(v)                If you fail to comply with the provisions of this clause 6 in respect of a faulty Product, we may, in our absolute discretion, issue only a partial refund or no refund in respect of the faulty Product.

(vi)               Nothing in this clause 6 is intended to limit or otherwise affect the operation of any manufacturers’ warranties which you may be entitled to or any of your rights which cannot be excluded under applicable law.