What can I return and when?
We are more than happy to accept returns within 30 days.
Before returning an item, please check to see whether it meets the following conditions:
- Items must be unworn or in their original condition.
- Return is made within 30 days of purchase.
- You are able to provide satisfactory proof of purchase (see below); and
- the merchandise is in saleable condition; that is, it is unworn or unused with all original sealed packaging or tags attached, where the product seal is not broken or tampered; and
- The item is not subject to the exclusions listed below.
- Please note that delivery and gift wrapping costs are non-refundable for change of mind returns.
Returns and exchanges will not be provided on the following types of merchandise unless the product fails to meet a consumer guarantee:
- Custom made, monogrammed, personalised, and altered products
- Items that have a tag that accompanies the product that states no change of mind,
- Items designated as “clearance”
- Gift Cards or vouchers,
- Sales to individuals who Chris Osure believes to be resellers or bulk purchasers are final sales, and the change of mind policy does not apply.
If you are unable to provide satisfactory Proof of Purchase, we are unable to provide you with a change of mind return or exchange.
We recognise that the option to return an unwanted item is important to our customers. To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy, Chris Osure may refuse to accept items returned for Change of Mind if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.
Proof of purchase
Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
- Original tax invoice (electronic or photograph will be accepted)
- Online tax invoice (order confirmations will not be accepted)
- Original return/exchange receipt/gift receipt
As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from Chris Osure. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. The Australian Consumer Law, however does recognise that the relevant time period may vary by product depending on the nature of the goods, the price paid and any representations made about the goods.
Where you believe an item is faulty or defective, you may reject the product and seek a refund, exchange or repair. At our discretion, we may replace the item or refund you within a reasonable time.
Where an item is damaged through misuse, neglect or abnormal use, Chris Osure will not provide a refund, exchange or repair.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
Refunds for all purchases will be given using your original payment method (online purchases will automatically be refunded to the account used to pay).
If the purchase was made using a mobile payment or digital wallet service such as Apple Pay, Samsung Pay, Google Pay etc, the refund will be processed back to the mobile or digital wallet
Gift or bonus with purchase offers and bundled items
Where merchandise is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in a saleable condition, the value of any available refund will be reduced by the value of the gift or bonus (in full or in part)
In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.
Bonus gift card with purchase
Where a bonus Gift Card is issued at the time of purchase, the bonus Gift Card must also be returned with the merchandise to qualify for a full exchange or refund. Where the bonus Gift Card has been fully or partially redeemed, the amount redeemed will be deducted from any available refund.
To return your product, you should mail your product to: PO Box 6452, Point Cook, VIC, 3030, Australia.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive an exchange item, the cost of return shipping will be deducted from your refund.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Chris Osure is committed to protecting your privacy. You may be asked to present and record identification.
Information collected will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of Chris Osure research and analysis. It may be disclosed to state and territory departments upon request, as required by law.
If you wish to access your information held by Chris Osure in relation to returns, please contact us at firstname.lastname@example.org