Returns & Exchanges

 

Returns & Refunds Policy

 

This Returns & Refunds Policy applies to all online purchases made through the Sasha Therese website (“Website”) and any related services supplied by Sasha Therese Pty Ltd (ABN 33 666 238 722) ("Sasha Therese", "we", "us" or "our"). This policy operates in addition to your rights under the Australian Consumer Law and does not limit those rights where to do so would be unlawful.

 

Change-of-mind Returns

Full-priced items purchased online may be returned to us for a change of mind within 14 days of delivery for a refund, exchange, or store credit, provided the items meet the return conditions. The delivery fee paid by us will be deducted from the refund or store credit amount.

 

Sale Items and Promotional Purchases

Unless otherwise stated on the product page or at checkout, any sale, markdown, or clearance items or items purchased using a discount code / sign up code are not eligible for refund.

 

Such items still remain covered by the Australian Consumer Law and you may be entitled to a refund if they are faulty, unsafe, not of acceptable quality, not fit for purpose, or not as described. However you are not entitled to a refund simply because you have changed your mind, or have decided that you do not like the product, it fits incorrectly or you no longer want it.

 

Faulty, Damaged, Incorrect or Misdescribed Items

Although we take care to deliver high-quality products, if you receive an item you believe is faulty, damaged in transit, incorrect, or not as described, please contact us promptly at hello@sashatherese.com with your order number, a description of the issue and photographs where available.

 

Where appropriate, we will assess the item and work with you to repair, replace or refund the item.

 

Items damaged through normal wear and tear, misuse, accidental damage, improper washing, failure to follow care instructions, or damage occurring after delivery may not be considered faulty.

 

If the return relates to a fault, dispatch error, or other issue for which Sasha Therese is responsible, we will cover the reasonable return postage costs or provide a prepaid return label where appropriate.

 

If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund.

 

Return Conditions

To be eligible for a change-of-mind return, the item must:

(a)     be unworn, unused, unwashed and unaltered;

(b)    be free from perfume, fragrance, deodorant, make-up, marks, stains, damage and pet hair;

(c)     have all original tags attached;

(d)    be returned in the original garment bag, polybag or other original packaging; and

(e)     be accompanied by proof of purchase.

 

We will not accept returns of items that show signs of wear, washing, damage, or alteration, or that are missing tags or original packaging.

 

For hygiene and safety reasons, certain items may not be eligible for change-of-mind returns, as stated on the product page or at checkout.

 

Bonus Store Credit

We may elect to offer store credit at 110% of the value of the returned item for eligible returns. This store credit is valid for 12 months from the date of issue, unless a different expiry date is specified by us in writing or if otherwise not permitted by law. The additional 10% is provided as an incentive to choose store credit in place of a refund and does not form part of the original purchase amount. It is not transferable, cannot be exchanged for cash, and is not refundable.

 

If you later request a refund to the original payment method instead of accepting store credit (if you are eligible for a refund under this Returns and Refund Policy), the bonus amount will be void and not applied and only the amount originally paid for the returned item(s) will be refunded

 

Return Shipping Costs

You are responsible for covering the postage cost of returning / exchanging items.

 

For return for refund orders, the original shipping charge you paid at checkout is nonrefundable.

 

Where Sasha Therese is at fault, including for faulty garments or dispatch errors, return shipping will be at our cost.

 

Return Packaging and Risk in Transit

You must send your item back to us in accordance with the instructions provided.

 

For change-of-mind returns, you are responsible for ensuring the return reaches us. We strongly recommend using a tracked shipping service.

 

Processing Times

Once your return has been received at our warehouse, please allow approximately 5 to 7 business days for us to process the return in ordinary periods.

 

From November to January, or during major sale periods, exchanges and refunds may take up to 3 weeks due to increased order volume.

 

Once processed, approved refunds will be sent to your original payment method. Depending on your payment provider, it may take several business days for the funds to appear.

 

Exchanges

Exchanges are subject to stock availability.

 

If your preferred exchange item is unavailable, we may offer an alternative item, store credit or a refund where applicable under this Return and Refunds Policy.

 

Pre-Order Cancellations

You may cancel a pre-order item within 24 hours of purchase and receive a full refund.

 

If you request cancellation after that time and before dispatch, we may offer store credit instead.

 

Where a product page states a different cancellation setting for a particular pre-order, that product-specific statement will apply.

 

How to Return an Item

1. Contact our friendly support team at hello@sashatherese.com.

2.  Please let us know the item you'd like to return, your reason for returning the item, and our staff will advise the returns address.

3.  Please ensure the garment you'd like to return has not been worn, is not damaged and the tag is still intact. Refer to our return conditions above for further information.

4.  Once your item has landed in our warehouse, please allow up to 1 week for us to process your refund / exchange.

5. You will be emailed a refund code.

 

Rejected Returns

If a returned item does not meet the conditions of this Returns & Refunds Policy and no fault or other valid issue applies, we may decline the return and send the item back to you at your cost or request payment for re-delivery before dispatching it back.

 

Variation

This Returns & Refunds Policy forms part of our Terms and Conditions. We have the right in our absolute discretion at any time and without notice to amend, remove or vary this Returns & Refunds Policy.