REFUND POLICY

REFUND POLICY

At Charlotte Sydney, we aim to ensure our customers are satisfied with their purchase. Please review our refund and return policy carefully before placing an order.

Please note that we do not offer free returns. All return shipping costs are the responsibility of the customer.

RETURNS

Can I return my order?

Yes. You may return your order within 14 days of receiving your items if you are not satisfied.

To be eligible for a return, the following conditions must be met:

  1. The item must be returned within 14 days of delivery.
  2. The product must be unused and in the same condition as received.
  3. All original packaging, tags, accessories, and components must be included.
  4. The item must show no signs of wear, damage, or improper handling.
  5. Items subject to hygiene considerations must be returned in a clean and unused condition.
  6. Return shipping costs are the responsibility of the customer.

We reserve the right to refuse any return that does not meet these conditions.

DEFECTIVE OR DAMAGED ITEMS

If your item arrives defective or damaged, please contact us within 48 hours of delivery with clear photo evidence. Once verified, we will provide an appropriate solution in accordance with UK consumer law.

HOW TO RETURN YOUR ORDER

If your return meets the above conditions, please follow these steps:

  1. Email us at:
    📧 hello@charlottesydney.com
  2. Include the following details in your email:
    • Order number
    • Reason for return
    • Clear photos (if damaged or defective)
    • Full name
    • Shipping address

Once your request is approved, we will provide you with the correct return address.
⚠️ Please do not send returns to the original sender address. Returns sent without approval may not be accepted.

RIGHT OF WITHDRAWAL (AUSTRALIAN CONSUMER RIGHTS)

In accordance with the Australian Consumer Law (ACL), customers are entitled to certain consumer guarantees.

If goods are faulty, damaged, not as described, or fail to meet acceptable quality standards, you are entitled to a remedy such as a repair, replacement, or refund as provided under the ACL.

Because our system processes orders immediately, orders cannot be cancelled once shipping has begun. If your order is already in transit, please wait until delivery and then contact us regarding a return.

The right to a remedy applies once:

  • You notify us of the issue, and
  • We receive and inspect the returned goods (if required).

Return shipping costs are borne by the customer unless the goods are faulty, damaged, or incorrect.

SHIPMENTS IN TRANSIT

As our products are shipped from international warehouses in Asia, delivery times may vary and are outside of our direct control.

If your order is already in transit, cancellation is not possible. You may notify us of your intent to return and proceed once the item has been delivered.

For faster processing, please provide a return shipment tracking number once dispatched.

REFUNDS

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed within 14 days of receiving the returned goods
  • Refunds will be issued to the original payment method
  • Original shipping fees are non-refundable

RETURN ADDRESS

All approved returns must be sent to our central international warehouse in Asia at the customer’s expense. The exact address will be provided after return approval.

IMPORTANT NOTES

  • We are not responsible for lost return shipments. We strongly recommend using tracked shipping, as refunds cannot be processed without proof of delivery.
  • Returns that do not meet our policy conditions may be refused or returned to the customer.
  • This policy does not affect your statutory rights under UK law.

CONTACT

For any questions regarding refunds or returns, please contact us at:
📧 hello@charlottesydney.com