Refund policy
This policy sets out your rights when returning an item. It is in addition to — not instead of — the rights you have under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law that cannot lawfully be excluded.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, goods must be of acceptable quality, match their description, and be fit for any purpose we told you about.
- Major failure. If a product has a major failure, you may choose a refund, a replacement, or to keep the item and ask for compensation for the drop in value. A failure is major where you would not have bought the item had you known about it, where it is significantly different from its description, or where it is unsafe or substantially unfit for purpose and cannot easily be fixed.
- Minor failure. If the failure is minor, we may choose to repair, replace, or refund the item.
- Return costs. Where a consumer guarantee has not been met, we pay the cost of returning the item to us. You do not pay return postage for a faulty, misdescribed or unfit item.
- Time limits. Consumer guarantees are not limited to the 30-day change-of-mind window below. They apply for whatever period is reasonable given the price, nature and expected life of the product.
These rights apply to sale and discounted items in exactly the same way as to full-price items.
Change-of-mind returns
Separately from your legal rights above, we accept change-of-mind returns within 30 days of you receiving your item.
To be eligible, the item must be unworn and unused, in the same condition you received it, with all original tags attached, in its original packaging, and accompanied by proof of purchase.
For change-of-mind returns, you pay the return postage. We recommend a tracked service — we cannot process a return we do not receive.
To start a return, contact us at info@casuarinathelabel.com. Please do not send anything back before contacting us; items returned without an approved return request cannot be accepted.
Swimwear, underwear and hygiene items
For health and hygiene reasons, we cannot accept change-of-mind returns on swimwear, bikini bottoms or underwear where the item has been worn or the hygiene liner has been removed or tampered with. Please try these on over your own underwear.
This exclusion applies only to change of mind. It does not affect your consumer guarantee rights — if a swimwear item is faulty, misdescribed, or not of acceptable quality, you are entitled to a remedy regardless of the hygiene liner.
Other non-returnable items
Gift cards are not returnable for change of mind.
Faults, damage and wrong items
Please inspect your order on arrival. If an item is faulty, damaged in transit, or is not what you ordered, contact us at info@casuarinathelabel.com with photographs and your order number. We will assess and make it right at our cost.
New Zealand customers
If your order is delivered in New Zealand, your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 apply in addition to this policy. Nothing in this policy excludes, restricts or modifies those rights.
The 30-day change-of-mind window above is offered to New Zealand customers on the same terms as Australian customers.
Exchanges
The quickest way to get the item you want is to return the original and place a new order once your return is approved.
Refunds
We will let you know once we have received and inspected your return. If approved, we will refund to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.
If more than 15 business days have passed since we approved your refund and you have not received it, contact us at info@casuarinathelabel.com.
Contact
Casuarina is a trading name of Skill Launch Labs Pty Ltd
ABN 97 687 286 924
44 Shirley St, Southport QLD 4215, Australia
Email: info@casuarinathelabel.com
Phone: +61 495 034 528
Monday to Friday, 9:00 AM – 5:00 PM AEST (Queensland). We aim to respond within one business day.