Returns Policy

Please carefully read the instructions for use and any warnings and “DO NOT USE IF” statements on our packaging before use. Where indicted, always conduct a sensitivity and strand test before use. Results may vary and expectations may not match results.

1. Consumer Guarantees

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.

You may return items to us if you consider that they are damaged or faulty, or if they otherwise fail to comply with any consumer guarantee under the Australian Consumer Law.

Please email us at hello@thedepartmentofbrands.com and provide us with the following information:

• the order number;
• a photograph of the item, which identifies the fault/s (if relevant);
• a description of the item and any fault/s; and
• proof of purchase.

If we are satisfied, after reviewing your email, that the item is damaged or faulty, or that it otherwise fails to comply with any consumer guarantee under Australian Consumer Law, you may request a refund or replacement product.

Depending on the circumstances, we may request that you return the product to us so that we may investigate the issue. If we do so, please mail your product to the address below and we will reimburse you for your return shipping costs once we receive the product:

The Department of Brands
c/o - 5B Gibbes Street
Chatswood NSW 2067
Australia

1. 30 day returns

We also offer a 30 day return policy for ‘change of mind’ purchases. Our 30 day return policy is not intended to limit or exclude the rights and remedies which are available to you when a product does not comply with a consumer guarantee. 

To be eligible for a refund under the 30 day return policy, your item must be unused and in the same condition that you received it. It must also be in its original packaging. Your item must be returned to us (with the order number) within 30 days from the date that you received the item. To complete your return, we also require a receipt or proof of purchase.

To return your product, you should mail your product to:

The Department of Brands
c/o - 5B Gibbes Street
Chatswood NSW 2067
Australia

1. Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

There are certain situations where only partial refunds are granted (if applicable), for example, any item not in its original condition, is damaged after receipt by you or missing parts for reasons not due to our error, or for any item that is returned more than 30 days after delivery (where the item is being returned under the 30 day returns policy).

1. Late or missing refunds (if applicable)

If you haven’t received a refund, first check your bank account. Then contact your credit card company - it may take some time before your refund is officially posted. Next contact your bank. If you’ve done this and you still have not received your refund, please contact us at hello@thedepartmentofbrands.com.

1. Sale items (if applicable)

Unfortunately sale items cannot be refunded (unless the item does not comply with a guarantee under the Australian Consumer Law).

1. Exchanges (if applicable)

We only replace items if they do not comply with a statutory guarantee (for example, if the item is defective or damaged). If you would like to exchange it for the same item, please follow the procedure set out above at 1 (Consumer Guarantees).

1. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

1. Shipping

You will be responsible for paying your own shipping costs for returning your item (if being returned under our 30 days returns policy). Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.

 

Last Updated: 19 August 2021