Refund policy
Refunds and returns
If something's wrong with your order, we'll put it right. This policy covers orders that arrive faulty or damaged, are the wrong item, aren't as described, or get lost on the way.
We don't offer refunds or exchanges if you simply change your mind (for example, the wrong size or colour was ordered, or you no longer want it). This doesn't affect your rights under the Australian Consumer Law.
Our guarantee under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits your rights under the Australian Consumer Law. Those rights apply to every item we sell, including sale items.
Faulty, damaged, wrong or not as described
If your item arrives faulty or damaged, is the wrong item, or isn't as described, please report it as soon as possible, ideally within 7 days of delivery. Email support@southerlygoods.com.au with your order number and:
- photos of the item, the packaging and the shipping label
- a short video, if photos don't show the problem.
Reporting later than this doesn't affect your rights under the Australian Consumer Law.
- For a major failure, you choose a refund or a replacement.
- For a minor problem, we'll repair, replace or refund the item.
- We cover the costs. You won't pay anything to fix a problem with your order.
- Usually no return is needed. If we do need the item back, we'll send you instructions and pay the postage.
Please don't send returns to our business address. Email us first and we'll give you return instructions.
Lost or late parcels
Please contact us if:
- your tracking hasn't updated for 10 business days, or
- your order hasn't arrived 30 days after dispatch.
Email support@southerlygoods.com.au with your order number. We'll chase it with the carrier straight away. If your parcel still hasn't arrived 30 days after dispatch, or the carrier confirms it's lost, we'll resend your order or give you a full refund, whichever you prefer, at no cost to you.
If your original parcel turns up after we've resent or refunded, please let us know so we can sort it out together.
Tracking says delivered but you can't find it?
Please check around your property and with neighbours, and look for a card from the carrier. Then email us within a few days if you can. We'll tell you which local carrier delivered it, and we may ask you to lodge a missing-parcel enquiry with them, which helps us track it down. If it can't be found, we'll resend your order or refund you, whichever you prefer.
Your refund
Refunds go back to your original payment method and usually take about 5–10 business days. Your bank or card provider may take a few extra days to show it. We'll email you when your refund has been processed.
Questions
Not sure if something's covered? Just ask. Email support@southerlygoods.com.au and include your order number. We usually reply within 1–2 business days.