Refund policy
Last updated: 4 May 2026
We want you to love what you buy from us. If something isn't quite right, here's how returns work.
Your rights under Australian Consumer Law
Nothing in this policy limits or removes your rights under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure (faulty, unsafe, or significantly different from what was described) and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure isn't a major one.
These rights apply regardless of whether an item was on sale, and they sit alongside everything else in this policy.
Change-of-mind returns
We accept change-of-mind returns within 14 days of you receiving your order, provided the item is:
- In its original condition — unworn, unused, with tags still attached
- In its original packaging
- Accompanied by your order number or proof of purchase
To start a return, please email us at hello@purplemerchant.com.au before sending anything back. Items returned without contacting us first won't be accepted.
Return postage for change-of-mind returns is at your cost. We recommend using a tracked service — we can't be responsible for items lost in transit back to us.
If you're local to Mortdale, you're welcome to bring change-of-mind returns into the shop during trading hours. Please email us first so we can pull up your order.
Sale items
For change-of-mind returns, sale items can't be returned for a refund — please choose carefully. This does not affect your rights under Australian Consumer Law if a sale item is faulty, damaged or significantly different from its description.
Items we can't accept back
Even within the 14-day window, the following can't be returned for change of mind:
- Perishable goods (food, flowers, plants)
- Personal care items (skincare, fragrance, lip products) once opened or used
- Custom or personalised items
- Gift cards
Again, your rights under Australian Consumer Law still apply if any of these items are faulty.
Faulty, damaged or wrong items
If something arrives broken, faulty, or you've received the wrong item, please email us at hello@purplemerchant.com.au within 7 days of receiving your order, ideally with a photo. We'll sort it out — that includes covering return shipping and providing a replacement, repair, or refund as appropriate.
How refunds are processed
Once we've received and checked your return, we'll let you know the outcome. Approved refunds are issued to your original payment method. Banks usually take 3–10 business days to process — get in touch if it's been longer.
If you paid by Afterpay or Zip, we'll process the refund through them and they'll handle the adjustments to your repayment schedule.
Exchanges
We don't process direct exchanges. If you want a different size, colour or item, please return your purchase for a refund and place a new order. This way you don't miss out if the replacement sells out while we're processing your return.
Contact us
Purple Merchant 11 Morts Rd, Mortdale NSW 2223 Phone: 02 8581 4576 Email: hello@purplemerchant.com.au