Conscious Curations strives to ensure that all our customers are satisfied with their hire choices, however, we understand that there are occasions when items may need to be returned for a store credit or refund, so we have established the following policy to ensure this process is as simple as possible.

Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Hire Rental Agreement.

When can I initiate a refunded return or store credit?

Returns and Refunds when the product you have hired is incorrect, damaged, or faulty is your statutory right.

DAMAGED OR FAULTY

If your order is damaged or faulty we ask that you contact us by email within 12 hours of delivery of your hire. We ask you to provide images of the damaged or faulty Product and let us know if you would like us to: 

• send a replacement hire; or
• provide you with a refund or store credit.

You are required to return the damaged/faulty hired Product unworn, using our provided return shipping label. Once the hired Product is assessed by our CC team, we will initiate a refund or a credit.

DAMAGED DURING SHIPPING

Despite our best efforts and those of our shipping partners to protect your products during transit, damages can sometimes occur. If your product arrives damaged as a result of the shipping process, we want to make it right. We will ask you to provide images of the package delivery (hi.e photo of the damaged box prior to opening) and let us know by email if you would like us to:

• send a replacement hire; or
• provide you with a refund or store credit.

I RECEIVED THE WRONG ORDER

If you receive an item that you did not order, or if the contents of your order are incorrect, we sincerely apologise for the inconvenience and are committed to making things right as quickly as possible. We ask that you contact us immediately by email to initiate the return of the incorrect product and let us know if you would like us to:

• send the correct item; or
• provide you with a refund or credit.

I CANCEL MY ORDER AT LEAST 21 DAYS PRIOR TO MY HIRE START DATE

You can cancel your hire for a full refund or store credit, minus a  $25 administrative fee:

• the first 24 hours after an order was first placed, unless the item(s) have already been dispatched to you, or unless the cancellation request was received less than 72 hours prior to your booking start date.
• more than 21 days prior to your hire start date.

I CANCEL MY ORDER WITHIN 14 DAYS PRIOR TO MY HIRE START DATE

If you decide to cancel your hire order within 14 days of your start date, and as long as we have not yet packed and sent your order to you, we can offer a store credit, minus a $25 administrative fee, for you to use anytime within the following 12 months.

What situations do not qualify for a refunded return or store credit?

CHANGE OF MIND OR INCORRECT HIRE CHOICE

Once your hire has been shipped to you, unfortunately, we are unable to offer refunds for change of mind or incorrect hire choices, inclusive of size choices. We strive to ensure you feel happy and confident in your hire choices. We are always available to offer sizing details and style advice during the selection process.

CANCELLATION OF AN ORDER THAT HAS ALREADY BEEN SHIPPED

Unfortunately, we are unable to offer refunds for an order you would like to cancel once it has been shipped.

Additionals

HOW TO RETURN FAULTY, DAMAGED, OR INCORRECT HIRES

To return an incorrect, faulty or damaged product, please follow the simple steps below:

1. Let us know the issue and that you would like to arrange a product return by contacting us with as many details as possible. To ensure a smooth return process, please include your order number, product images and details.
2. Pack and seal the item/s in their original shipping package, using the provided return shipping label, and post them back to us.

UNDERSTANDING THE QUALITY CHECK PROCESS

Upon receipt of a returned item that has been reported as faulty, damaged, or wrongly packaged, we will perform a quality check to assess the extent of the damage and confirm it aligns with the customer's description. This check is crucial to ensuring that we address the issue appropriately and provide a solution, depending on the specific case and customer preference.

PROCESSING TIMES FOR RETURNS

Once we receive your returned item, please allow up to 5 business days for us to quality check the returned item and initiate your refund. Refunds or store credits will be issued only after the returned item has passed a quality check to confirm it meets our returns criteria. We will organise a refund or replacement depending on the option you have selected.

SHOULD I RETURN BY REGISTERED POST?

Conscious Curations provides a return shipping label for all parcels sent to the receiver. We request that you please use this return shipping label when sending qualified refunded parcels back to us. Conscious Curations will not be responsible for parcels lost or damaged in transit if you choose not to return using our Return Paid label by Australia Post.

WILL AN ADMINISTRATION FEE APPLY?

Administration fees may apply in certain cases. Customers will be notified of any applicable fees or costs during the return process.

DISPUTE RESOLUTION

Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions and/or our Hire Rental Agreement. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.

POLICY UPDATES

We reserve the right to update or modify this Cancellations, Returns and Refund Policy at any time. Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.

Effective date: 18th of January, 2024