Refund and Returns Policy

This is a sample page.

Here’s a draft Refund & Return Policy for UGG Signature, adapted to your boutique brand but inspired by UGG Specialist’s policy. You can tweak it to match your exact processes (shipping, fees, etc.).

Refund & Return Policy

Effective Date: [Insert Date]

At UGG Signature, we stand behind the quality of every boot we craft. If you’re not completely satisfied with your purchase, this policy outlines how returns and refunds are handled.

1. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law you have certain rights. If a product you order has a major failure, you are entitled to a full refund, replacement, or repair. If the product has a minor fault, we may offer repair, replacement, or refund.
You also have rights if the product is not as described.

2. Change of Mind Returns

If you simply change your mind—or it turns out the boots weren’t quite what you expected—you may return them under the Change of Mind policy as long as:

  • The item is in its original condition, unused, with all tags, packaging and accessories intact.
  • The return request is made within 30 calendar days of the item being dispatched.
  • The item is returned to us within 7 calendar days of approval of the return.

Fees / Deductions for Change of Mind:

  • You will not receive shipping and handling costs unless specified otherwise.
  • A restocking fee may apply (for example, if original packaging is damaged or the product is no longer in saleable condition).
  • Depending on the payment method, certain transaction fees may be deducted (for example, if using Afterpay, PayPal, or credit card) to cover processing fees.
  • Return shipping costs will be your responsibility.

3. When the Product Doesn’t Match Description or Has Faults

If the product you received:

  • Is substantially different from how it was described online or in advertising,
  • Has a major fault, or
  • Has a minor fault,

then, depending on the situation, we’ll provide one or more of the following remedies:

  • Full refund,
  • Replacement (subject to stock availability), or
  • Repair.

If required, we may ask for photos or evidence of the issue to assess whether the product qualifies for a fault-based return.

4. How to Make a Return

To request a return or refund:

  1. Contact us via [email/contact form] within 30 days from dispatch, quoting your order number and explaining the issue.
  2. Our team will respond within 2 business days with instructions.
  3. If approved, ship the item back to us within 7 calendar days of approval in its original, resalable condition.

5. Refunds

  • Refunds will be made to the original form of payment where possible. Alternatively, store credit can be issued upon request.
  • Shipping fees originally paid are not refundable in Change of Mind cases (unless the item is faulty or mis-described).
  • Any applicable deductions (restocking fee, payment processing fees) will be clearly stated in your refund.

6. Exceptions

Some goods cannot be returned under our Change of Mind policy. These typically include:

  • Customized or personalized items.
  • Clearance, outlet, or sale items with final sale terms.
  • Products damaged by misuse or after delivery for reasons not related to a fault.

7. Restocking & Packaging

  • Items must be returned in their original packaging, with tags and accessories included.
  • If packaging is damaged or the product becomes unsellable due to the return condition, a restocking or reboxing fee may apply.
  • Please do not use the original product box for shipping if that box cannot withstand transit—it helps preserve the resale quality.

8. How Long It Takes

Once we receive the returned product:

  • We will inspect and assess its condition.
  • If all criteria are met, refunds/exchanges will be processed within 7–14 business days.
  • We’ll notify you once the refund or replacement is on its way.

9. Contact Us

If you have any questions about returns, faults, or refunds, or you’re unsure whether your case qualifies, please get in touch with our customer support:

  • Email: info@uggspecialist.com.au
  • Phone: +61 403 152 515
  • Address: 1B Quirk Road, Balgowlah, NSW, 2093