Refund policy

REFUND POLICY

Effective Date: 21 May 2026

At Bennett & Family Melbourne, we want every customer to shop with confidence.

This Refund Policy explains how you can return an item, request a refund, or request an exchange in accordance with the Australian Consumer Law (ACL) and our store policies.

Nothing in this Policy limits your rights under the ACL.

1. 30-Day Change-of-Mind Return Window

In addition to your rights under the ACL, we offer a 30-day change-of-mind return period from the date of delivery.

To be eligible for a change-of-mind return:

• The item must be unused, unworn, and in original condition
• All original packaging, tags, and accessories must be included
• Proof of purchase (order ID or receipt) must be provided

Items that show excessive wear, damage, misuse, or modification after delivery may not qualify for a refund unless the item is faulty under the ACL.

2. How to Start a Return

To initiate a return, please contact us:

Email: Support@bennettandfamily.com

Include your order number and the reason for your return.

We will provide:

• Return instructions
• The correct return address
• A prepaid return label (if applicable)

Please do not send items back without contacting us first.

This ensures your return is processed correctly.

3. Return Shipping Costs

Faulty, Damaged, or Incorrect Items (ACL Guarantee)

If your item is faulty, damaged, or not as described, return shipping is free.

Under the Australian Consumer Law, you may be entitled to:

• a replacement,
• a repair, or
• a full refund,

depending on the nature of the failure.

Change of Mind (Store Policy)

The customer is responsible for return shipping costs.

We do not charge restocking fees.

4. Refunds

Once your return arrives at our returns centre and is inspected:

• We will email you to confirm approval or rejection
• Approved refunds are processed within 5–10 business days to your original payment method
• Depending on your bank, it may take up to 14 business days for the refund to appear

If your return does not meet the eligibility criteria, we will contact you to discuss the available options.

Inspection timeframe

Returned items are typically inspected within 1–3 business days after arrival.

5. Exchanges

If you wish to exchange an item:

• Contact our support team first
• We will check stock availability
• We may advise returning the item for a refund and placing a new order

This ensures accuracy and faster processing.

6. Faulty, Damaged, or Incorrect Items (Australian Consumer Law)

If an item arrives damaged, faulty, or incorrect:

• Contact us as soon as reasonably possible
• Provide photos, your order number, and a brief description

Under the ACL, you are entitled to a remedy if a product has a major failure or minor failure.

We will offer:

• A replacement
• A repair
• Or a full refund

depending on the circumstances and your rights under the ACL.

This does not affect your 30-day store return window.

7. Contact Information

Customer Service Hours: 6:00 AM – 4:00 PM (AEST/AEDT)

Email: Support@bennettandfamily.com

We provide dedicated English-language assistance for Australian customers.

We typically respond within 24 hours on business days.

8. Company Information

This online store is operated by:

Guzel Service's, Sole Proprietorship

Registration Number: 91979080

Business Address: Thorbeckesingel 28, Leerdam

For shipping timeframes and delivery information, please see our Shipping Policy.