退款政策
Last updated: 12 September 2026
We want you to love what you buy from us. If something isn't quite right, here's how returns work.
Returns at a glance
- Return window: 14 days from the day your order is delivered.
- What we accept: change-of-mind returns on new, unused items with tags attached and in their original packaging; faulty, damaged or wrong items at any time under Australian Consumer Law.
- How to return: by post, or in store at 11 Morts Rd, Mortdale.
- Return postage: change-of-mind returns are at your cost; we cover the cost for faulty, damaged or wrong items.
- Restocking fee: none.
- Refunds: to your original payment method within 10 days of your return reaching us.
- Exchanges: not offered. Return for a refund and place a new order.
- Not returnable for change of mind: sale items, perishables, opened personal-care items, custom or personalised items, and gift cards.
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, so we know to expect it and can look after you quickly.
Return postage for change-of-mind returns is at your cost. We recommend using a tracked service, as we can't be responsible for items lost in transit back to us. There is no restocking fee.
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, so 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 as soon as you can, ideally with a photo. We'll sort it out, including covering return shipping and providing a replacement, repair, or refund as appropriate. Your rights under Australian Consumer Law are not limited by any time frame in this policy.
How refunds are processed
We process approved refunds within 10 days of receiving your return. Once we've received and checked it, we'll let you know the outcome. Approved refunds are issued to your original payment method. Banks usually take a further 3–10 business days to show the money; get in touch if it's been longer.
If you paid by Afterpay, we'll process the refund through Afterpay and they'll adjust your payment 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 8528 8926
Email: hello@purplemerchant.com.au