Refund policy

Overview

At Palmora Society we want you to feel confident with every purchase. This policy outlines the conditions under which returns and refunds are accepted, and has been designed to be transparent, fair, and compliant with the Australian Consumer Law (ACL), contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

By completing a purchase on our website, you confirm that you have read, understood, and accepted the terms of this Refund and Returns Policy.

Your Rights Under the Australian Consumer Law

Nothing in this policy limits, excludes, or modifies any rights or remedies available to you under the Australian Consumer Law. Our products come with guarantees that cannot be excluded under Australian consumer law. You are entitled to a repair, replacement, or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. These legal rights apply regardless of the change-of-mind return window described below, and are not subject to a 30-day limit when it comes to a faulty product or one that doesn't match its description.

Change-of-Mind Returns — Timeframe

In addition to your rights under the ACL, we offer a voluntary change-of-mind return within 30 calendar days of the confirmed delivery date, as recorded by the carrier.

Return Requirements (Change of Mind)

Unused, unwashed, and in original condition.
With original packaging and all tags intact.
Return request submitted within the 30-day window by email.

Items that do not meet these criteria may be refused or subject to a restocking fee, at our discretion, without affecting your rights under the ACL for faulty products.

Non-Returnable Items (Change of Mind)

Underwear, swimwear, and bodysuits (for hygiene reasons).
Items marked "Final Sale" or "Clearance".
Gift cards.

This exclusion does not affect your rights under the Australian Consumer Law if the item arrives faulty or not as described.

Sizing and Product Expectations

We strongly recommend reviewing our Size Guide before placing your order. As with all clothing, a measurement variation of 1–3 cm (+/-) may occur due to the handmade nature of the garment construction. This is a standard industry tolerance and does not constitute a defect.

Minor variations in perceived colour, fabric texture, or appearance due to screen resolution, lighting, or device settings are not considered defects or grounds for a "not as described" return.

How to Start a Return

Step 1 – Contact us. Email us within the 30-day window with your order number, the item(s) to be returned, a brief reason, and photos of the item. We'll respond within 1–2 business days with return instructions. Returns without prior authorization will not be accepted.

Step 2 – Return Shipping. Return shipping costs are the customer's responsibility (except for faulty items, see below). We recommend using a trackable service; we are not responsible for items lost in return transit.

Step 3 – Refund Processing. Once the item is received and inspected, we will process the refund to your original payment method within 7–14 business days. Original shipping fees are non-refundable, except where required otherwise by the ACL.

Alternative: Partial Refund or Store Credit

We offer a partial refund or Palmora Society store credit as an alternative to a physical return, particularly for international customers. Mention this preference in your return request.

Damaged or Defective Items

If your order arrives damaged or defective, contact us within 48 hours of delivery with your order number and clear photos of the defect. We will offer a replacement, full refund, or store credit, in accordance with your rights under the ACL. This 48-hour window is intended to streamline the process and does not limit your legal rights under the ACL.

"Not as Described" Claims

If you believe your item is substantially different from what was advertised, contact us with photos and a detailed explanation. Minor colour variation due to screen display and 1–3 cm measurement variations are not considered defects. In cases of confirmed manufacturing defect or fulfillment error, we will resolve the issue with a full refund, replacement, or store credit.

Delivered but Not Received

If tracking confirms delivery but you did not receive your package, contact your local carrier to file a formal claim, obtain a reference number, and check with neighbours or building management. We will work with you in good faith to resolve these cases, without affecting your rights under the ACL.

Orders Returned to Sender

If a package is returned due to an incorrect address, refused delivery, or unclaimed: refunds are issued only after the item is received at our facility, a 25% restocking fee is deducted, and original shipping fees are non-refundable. Please carefully verify your address before purchasing.

Chargebacks and Dispute Resolution

We encourage you to contact us directly before filing a chargeback. We will provide your bank with all relevant documentation in the event of a dispute.

Refund Timeframes

Refunds are processed within 7 business days of receiving and inspecting the item.
They are issued to the original payment method.
You will receive a confirmation email once processed.
If your bank does not reflect the refund after 14 business days, please contact them directly.

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