Refund policy

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@easterncurlew.com.au. 

Change of Mind Returns

Eastern Curlew does not offer refunds for change-of-mind purchases.

Customers are responsible for ensuring they have made a final purchasing decision before placing an order. Once an order has been placed, Eastern Curlew incurs payment processing, administration, handling, software platform and operational costs which are not recoverable.

In limited circumstances, and solely at Eastern Curlew's discretion, we may agree to cancel an order before it has been dispatched. Where a refund is approved for a discretionary cancellation, a fee of 15% of the total order value will be deducted from the refund amount to cover:

• Payment processing fees
• Refund transaction fees
• Banking charges
• Administration costs
• Order handling and processing expenses
• Software and platform service fees

Eastern Curlew uses third-party payment gateways and software platforms that charge fees for both transactions and refunds. These costs are incurred immediately upon order placement and cannot be recovered by the business.

Reasons such as accidental purchase, technical difficulties experienced by the customer, failure to review product information, delayed purchasing decisions, or similar circumstances may not be considered valid grounds for a discretionary refund.

Nothing in this section affects your rights under the Australian Consumer Law.

Damages and issues

Please inspect your order upon delivery and contact us immediately if:

• The item is defective or faulty;
• The item has been damaged in transit;
• You have received the wrong item; or
• The product is not as described.

Please provide photographs and a description of the issue so we can assess the matter and provide an appropriate remedy in accordance with Australian Consumer Law.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@easterncurlew.com.au.

At Eastern Curlew, we strive to provide you with the highest quality products and an exceptional shopping experience. However, we understand that situations may arise where you need to return or exchange a product. Please review our return policy carefully:

Under Australian Consumer Law, you may be entitled to a repair, replacement or refund where a product:

• Is faulty or defective;
• Is not of acceptable quality;
• Is significantly different from its description;
• Does not match a sample or demonstration model; or
• Does not perform as reasonably expected.

Where required by law, Eastern Curlew will provide an appropriate remedy.

To assist with assessment:

• Contact us as soon as possible after discovering the issue;
• Provide proof of purchase;
• Provide photographs or supporting information where requested.

Health and Safety Returns

Due to health and hygiene considerations, opened or used skincare, cosmetic and personal care products cannot be returned for change-of-mind or general dissatisfaction reasons.

If you believe a product is faulty, contaminated, incorrectly labelled, or has caused an unexpected adverse reaction, please:

• Stop using the product immediately;
• Seek medical advice if necessary;
• Contact us at info@easterncurlew.com.au with details of the product, batch number (if available), photographs and proof of purchase.

Each case will be assessed individually in accordance with Australian Consumer Law and product safety requirements.

We take utmost care when packing your orders, but mistakes can happen. If you receive an incorrect item, please contact us at info@easterncurlew.com.au for further assistance.

While we ensure that your order is packed securely, we cannot be held responsible for damages incurred once your package has left our warehouse. If you receive a damaged item, please contact Australia Post for further information.

• Returns or refunds will be allowed up to seven days after delivery.
• If you are experiencing any problems with your order, please email us at info@easterncurlew.com.au.

Before returning any products, please contact us at info@easterncurlew.com.au to request a return authority number. Once your return request is approved, we will email you a return authority form and number. These must be included with your return.

• The customer is responsible for paying the return shipping costs
• Returns must be sent via Australia Post using a small Australia Parcel Post satchel.
• The original packaging must be used.
• Please email us your tracking number once you have posted your return.
• If your return is lost during transit by Australia Post, it remains at your cost and risk. We do not take responsibility for any lost items during transit when being returned to us.

For all return and refund inquiries, please contact our Customer Service at info@easterncurlew.com.au. Thank you for choosing Eastern Curlew, and we appreciate your understanding of our return policy. Your satisfaction is our priority.

Australian Consumer Law

Nothing in this Returns & Refund Policy excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law.

Consumers are entitled to certain guarantees that cannot be excluded under Australian law.

For information about your consumer rights, you may contact:

Australian Competition and Consumer Commission (ACCC)
Website: https://www.accc.gov.au

NSW Fair Trading
Website: https://www.fairtrading.nsw.gov.au
Phone: 13 32 20

Consumers may also contact the consumer protection agency in their state or territory for assistance regarding their rights under the Australian Consumer Law.