RETURNS, REFUNDS & EXCHANGES
We want you to love your Country Allure purchase. We also understand that sometimes something just isn’t quite right.
Below you’ll find everything you need to know about returns, refunds, exchanges and store credits.
Our change-of-mind policy is provided in addition to your rights under the Australian Consumer Law. Nothing in this policy limits or excludes any rights or remedies you may have under Australian Consumer Law.
CHANGE OF MIND RETURNS
Changed your mind, ordered the wrong size or decided something isn’t quite right for you?
Eligible items can be returned within 30 days of purchase, provided:
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You have proof of purchase.
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The item is unworn and unused.
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The item is in its original, saleable condition.
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All original tags, packaging and seals are still attached or intact.
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The item is not one of the excluded items listed below.
All change-of-mind returns are subject to assessment by our team.
FULL-PRICED ITEMS
Eligible full-priced items may be returned for a:
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Refund;
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Exchange; or
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Store credit.
Refunds are for the amount actually paid for the product.
Original postage, shipping, delivery and gift-wrapping costs are not refundable for change-of-mind returns.
Return postage is the responsibility of the customer.
SALE & DISCOUNTED ITEMS
Items purchased on sale, clearance, markdown or as part of a discount or promotional offer are not eligible for a refund for change of mind.
Where eligible and approved, sale or discounted items may be returned for store credit only.
Return postage is the responsibility of the customer.
This applies to change-of-mind returns only. If your item is faulty, our Faulty, Damaged or Incorrect Items policy applies regardless of whether the item was purchased on sale.
PRE-SALE, PRE-ORDER & PRE-PURCHASE ITEMS
Products purchased as a Pre-Sale, Pre-Order or Pre-Purchase are not eligible for a refund for change of mind.
Where we approve a change-of-mind return for a Pre-Sale, Pre-Order or Pre-Purchase item, store credit will be issued.
Return postage is the responsibility of the customer.
When purchasing a Pre-Sale or Pre-Order product, please check the estimated dispatch timeframe shown on the product page before ordering.
Estimated dispatch and delivery dates may occasionally change due to production, freight or circumstances outside our control.
IMPORTANT: This condition applies to change of mind only.
If a Pre-Sale, Pre-Order or Pre-Purchase product is faulty, defective or otherwise fails to meet an applicable consumer guarantee, our normal faulty product policy applies.
The fact that an item was purchased on Pre-Sale, Pre-Order or Pre-Purchase does not remove or limit your rights under Australian Consumer Law.
PERSONALISED & CUSTOM PRODUCTS
Personalised and custom-made products cannot be returned or exchanged for change of mind.
This includes:
Once personalisation or production has commenced, these orders cannot be cancelled or returned simply because you have changed your mind.
This condition applies to change of mind only.
If a personalised or custom-made product is faulty, defective or otherwise fails to meet an applicable consumer guarantee, our normal faulty product policy applies.
OTHER ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS
We do not accept change-of-mind returns for:
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Personalised or custom-made products;
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Gift cards or vouchers;
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Store credit;
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Jewellery where a return cannot reasonably be accepted for hygiene reasons;
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Products specifically marked as not eligible for change-of-mind returns; or
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Items that have already been exchanged once.
We do not offer a second change-of-mind exchange on an item that has already been exchanged.
These exclusions apply to change of mind only and do not affect your rights under Australian Consumer Law if there is a problem with the product.
RETURN POSTAGE FOR CHANGE OF MIND
For all change-of-mind returns and exchanges, return postage is the customer's responsibility.
Country Allure does not provide or pay for return postage for change-of-mind returns.
We strongly recommend using a tracked postage service when returning your order.
Country Allure cannot be responsible for return parcels that are lost or damaged before they reach us.
If you are exchanging an item, you may also be required to pay the postage cost for the replacement item to be sent to you.
FAULTY, DAMAGED OR INCORRECT ITEMS
If you receive a product that is faulty, defective, damaged, incorrectly supplied or otherwise does not meet an applicable consumer guarantee, please contact us at:
info@countryallure.com
Please include:
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Your name;
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Your order number or proof of purchase;
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A description of the issue; and
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Clear photos and/or video showing the issue where reasonably possible.
Providing photos or video helps our team understand the issue and assess your claim as quickly as possible.
We may ask for additional information or, where reasonably necessary, ask for the product to be returned so we can assess the issue.
Where a product is faulty or otherwise fails to meet an applicable consumer guarantee, Country Allure will provide an appropriate replacement, store credit or refund in accordance with your rights under Australian Consumer Law.
Our faulty product policy applies to all Country Allure products, including:
Our change-of-mind exclusions do not apply to faulty products and do not limit your rights under Australian Consumer Law.
Where Australian Consumer Law gives you the right to choose between a refund or replacement, that choice remains yours.
Store credit may also be offered where appropriate and accepted by you.
RETURN POSTAGE FOR FAULTY PRODUCTS
Return postage for faulty products is treated differently from change-of-mind returns.
If a product is confirmed as faulty or otherwise fails to meet an applicable consumer guarantee, Country Allure will cover or reimburse reasonable return postage costs where required under Australian Consumer Law.
Please contact us before returning a faulty product so our team can provide return instructions.
If you have paid return postage yourself, please keep your postage receipt.
If the product is large, heavy or difficult to return, please contact us before arranging transport so we can discuss the appropriate return or collection method.
COWHIDE PRODUCTS
One of the things we love most about genuine cowhide is that no two pieces are exactly the same.
Cowhide is a natural product, so variations and natural characteristics are completely normal.
These may include differences in:
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Colour;
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Pattern;
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Hair direction;
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Hair length;
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Texture;
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Natural marks;
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Scars;
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Brands; and
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Slight discolouration.
Some natural hair shedding may also occur.
These natural characteristics are part of what makes genuine cowhide unique and are not necessarily considered faults.
Where a cowhide or cowhide product is individually photographed, the product you receive will be the individual hide or cowhide product shown unless otherwise stated on the product page.
Nothing in this section limits your rights under Australian Consumer Law where a product fails to meet an applicable consumer guarantee.
PROOF OF PURCHASE
Proof of purchase is required for returns, exchanges and faulty-product claims.
This may include your:
If you purchased a Country Allure product through one of our authorised stockists or resellers, please contact the business you purchased it from regarding your return.
REFUNDS
Where a refund is approved or required, it will generally be returned to the original payment method used to make your purchase.
If you paid using store credit or a gift card, the applicable amount will generally be returned as store credit or to a gift card, unless otherwise required by law.
If you purchased using Afterpay or another third-party payment service, approved refunds will generally be processed through the relevant payment provider.
Refund processing times may vary depending on your bank or payment provider.
EXCHANGES
Where an item is eligible for a change-of-mind return, you may request an exchange.
Exchanges are subject to stock availability.
If your requested product or size is not available, we may offer another eligible option or store credit.
We do not offer a second change-of-mind exchange on an item that has already been exchanged.
Return postage for change-of-mind exchanges is the customer's responsibility.
These conditions do not limit your rights where a product is faulty or otherwise fails to meet an applicable consumer guarantee.
BUNDLES & FREE GIFTS
If your purchase included a free gift or bonus product, or was purchased as part of a bundle, we may require all products included in the offer to be returned when making a change-of-mind return.
If a free or bonus product is not returned, or is not returned in saleable condition, its stated value may be deducted from any discretionary change-of-mind refund or store credit.
This does not affect your rights under Australian Consumer Law.
HOW TO MAKE A RETURN
Need to make a return? Please contact us before sending anything back.
Email:
info@countryallure.com
Please include your:
If you're contacting us about a faulty, damaged or incorrect product, please also include clear photos and/or video showing the issue where reasonably possible.
Our team will review your request and provide return instructions.
Once your return has been approved:
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Securely package your item.
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Include any return information requested by our team.
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Send your parcel to the return address provided.
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For change-of-mind returns, we recommend using tracked postage and keeping your tracking number until your return has been processed.
Please do not send products back before contacting us and receiving return instructions.
Change-of-mind returns remain the customer's responsibility until they have been received by Country Allure.
AUSTRALIAN CONSUMER LAW
Our returns policy operates alongside your rights under the Australian Consumer Law.
Consumer guarantees may apply where, for example, a product is faulty, unsafe, not of acceptable quality, does not match its description or sample, or is not fit for a purpose that was made known before purchase.
Your rights and remedies under Australian Consumer Law cannot be excluded, restricted or modified by this policy.
Where there is a conflict between this change-of-mind policy and a right you have under Australian Consumer Law, your rights under Australian Consumer Law will apply.
QUESTIONS?
If you're unsure whether your item is eligible for a return, please get in touch with our team.
Country Allure Pty Ltd
PO Box 114
Blackwater QLD 4717
Australia
Email: info@countryallure.com
Phone: 0428 259 616
Thank you for supporting a business in the bush, Australian-owned business and women in business. ❤
