Returns for exchange or refund

ONLINE ORDER RETURN & EXCHANGE POLICY

We want you to be completely satisfied with your purchase. If you need to return an item (or several item) for a refund or an exchange, please review our policy conditions below:

• Item condition: return and exchanges are only accepted for unused items in original, sealable conditions. All original packaging and components (including RFID tags, where applicable) must be included.
  
  
• Proof of purchase: a receipt is required for all refunds, credits or exchanges. Since repairs are sent digitally vie email, we can retrieve your copy if you are unable to find it but the order number must be provided.

RETURN PROCESS

If your purchased item is faulty, not as expected, the wrong size, or if you have simply changed your mind, please return the products to the following address in a satchel with a written note including 

• Your contact details
• The order number
• The nature of your request: refund or exchange (if so, what size and/or colour) 

You can also contact the Divine Goddess team at info@divinegoddess.com and our team will guide you through the process of returning your item(s) for exchange or refund.

REFUNDS

• Eligibility: items must be returned in their original condition — unworn, unwashed, unaltered, and with original tags attached (including RFID tags, where applicable) — to be eligible for a refund.
  
  
• Gift cards: gift cards re not refundable. They are valid for 1 year from teh date of issue and apply to online purchases only.
  
  
• Processing time: we endeavour to process all refunds as quickly as possible. Please note that refunds can take up to 10 business days to appear on your bank or credit statement, depending on your financial institution.

EXCHANGES

• Exchange window: customers are entitled to a 15-day exchange period, calculated from the delivery date provided by the shipper used for the order.
  
  
• Item condition: when exchanging goods, items must be returned unworn, unwashed unaltered, and with all original tags attached (including RFID tags, where applicable) 
  
  
• Faulty products: if an item is faulty, it may be returned for a full exchange, refund or store credit.

SHIPPING COSTS

• Standard Returns: Return shipping charges are the customer's responsibility unless the product is defective or damaged.

• Original Delivery Charges: Original shipping fees are non-refundable. If Divine Goddess arranges the return shipping for a non-faulty item, the cost of return postage will be deducted from your total refund amount.

• Defective or Damaged Items: If you receive a faulty or damaged item, Divine Goddess will cover or reimburse reasonable return shipping costs.

CANCELLATIONS

• Before Dispatch: if you wish to cancel an order before it has been shipped, please contact us immediately by email at info@divinegoddess.com. 
  Orders canceled within 24 hours of placement will receive a full refund. Change-of-mind cancellations requested after 24 hours (but prior to shipping) will incur a 10% processing fee, capped at a maximum of $50 AUD.

• After Dispatch: once an order has been shipped, it cannot be canceled in transit. If you change your mind, you may return the item within 15 days of delivery (as confirmed by the shipper) in accordance with our standard Return & Exchange Policy above.
  
  
  

SPECIAL SALES AND PROMOTIONAL ITEMS

• Non-Refundable: standard return terms do not apply to promotional or sale items (including End of Financial Year sales). Items purchased on sale are only eligible for an exchange or store credit and cannot be refunded, unless the product is faulty or damaged.

• Exchange availability: exchanges on sale items are strictly subject to stock availability.

• Pre-approval required: to ensure your requested replacement size or item is in stock, exchange requests must be submitted and confirmed by our team before you ship the item back to us.

BULK ORDERS AND LARGE RETURNS

To ensure inventory availability and manage stock levels, high-volume returns or exchanges require prior authorization:

• Threshold: any order containing more than 5 items or with a total value exceeding $500 AUD where a return or exchange is requested for all items must be approved by Divine Goddess before any items are shipped back.

• Pre-approval process: please submit your request online or via email (info@divinegoddess.com). Our team will review your request and confirm return instructions within 2 business days.

• Unapproved returns: large returns sent to our warehouse without prior written authorization may experience processing delays or be subject to a 10% restocking fee.

Note: Statutory consumer rights under Australian Consumer Law still apply. Any items within a bulk order that arrive faulty, damaged, or incorrect will be repaired, replaced, or refunded in full.