Before returning your items please ensure you are aware of our terms and conditions of returns and exchanges.
Australian Returns
All items must be received within 14 days (2 weeks) of your delivery date! Any returned items must be received within 14 days. Items received after 14 days of delivery will not be accepted.
International Returns
All items must be received within 30 days (4 weeks) of your delivery date! Any returned items must be received within 30 days. Items received after 30 days of delivery will not be accepted.
Refunds
In accordance with Australian Consumer Law, we are not required to offer you a refund for sizing, fit, change of mind, or returns. You can ask us for your preference of a free repair, replacement or refund, but you are not always entitled to one. For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
If you have a minor problem with a product, we can choose to give you a free repair instead of a replacement, or a store credit. When you have a major problem with a product, you have the right to ask for your choice of a replacement, store credit, or refund. If we have misrepresented the product or provided an incorrect description, you have the right to ask for your choice of a replacement product, a store credit, or refund.
All returns must be received in their original condition, unworn, unwashed and with all tags and hygiene seals intact (if applicable). Any goods or garments that have been damaged or altered from their original condition are not eligible for return.
https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund
Exchanges
If you are wishing to exchange your item for another, please include information regarding the size or product you would like in exchange on your returns form. We are able to either exchange for an alternate, size, colour or item of the same value where the stock is available or issue an online credit for the returned item.
Please ensure all items are packaged securely and will arrive back to us in their original condition. The customer will be required to pay any postage costs back to us, however, we will ship back your exchange item free of charge.
Faulty or incorrect items
In the case of faulty or incorrect items are received, please contact our Customer Care team via info@momentsbykatiem.com.au. Please include your order number, and number, and any photos, relevant information regarding the issue so that we can fix this as soon as possible.
Once investigated, we will be able to provide you with information on how to return the item.
In accordance with Australian Consumer Law, if a minor problem is found with the product, we can choose to give you a free repair instead of a replacement, or a store credit. When you have a major problem with a product, you have the right to ask for your choice of a replacement, store credit, or refund. If we have misrepresented the product or provided an incorrect description, you have the right to ask for your choice of a replacement product, a store credit, or refund.
All returns must be received in their original condition, unworn, unwashed and with all tags and hygiene seals intact (if applicable). Any goods or garments that have been damaged or altered from their original condition are not eligible for return, including faulty garments.
https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund
How do I return my item(s)?
You can ship the item(s) for return back to us:
PO BOX 10036
KALGOORLIE WA 6433
Please make sure you include the returns form with your return item(s).
All goods must arrive in their original, unworn and resalable condition including tags, stickers, boxes, casing etc. Any goods or garments that have been damaged or altered from their original condition are not eligible for return, including faulty garments. Please keep a copy of your receipt of proof of shipment for any returns back to MomentsbyKatie.M. We recommend using tracked postage to ensure your item arrives safe and sound.
Shipping on Returns
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Sale or Promotional Stock
All SALE items are final and cannot be returned, exchanged or refunded. Items that are purchased using a discount code or during a store promotion (including a gift with purchase) can be returned for exchange or store credit, however, are not eligible for a free return label.
In the case that faulty or incorrect sale/promotional items are received, we will accept a return and provide a resolution. Please ensure you contact Customer Care via info@momentsbykatiem.com.au as soon as possible after delivery so that we can resolve this for you.
