Refund policy

REFUND POLICY

Effective Date: 15-07-2026

At Wattle & Reed, we want every customer to shop with confidence. This Refund Policy explains how you can return an item, request a refund, or request an exchange in accordance with the Australian Consumer Law (ACL) and our store policies.

Nothing in this Policy limits your rights under the Australian Consumer Law.

1. 30-Day Change-of-Mind Return Window

In addition to your rights under the ACL, we offer a 30-day change-of-mind return period from the date of delivery.

To be eligible for a change-of-mind return:

  • The item must be unused, unworn, and in its original condition.

  • All original packaging, tags, and accessories must be included.

  • Proof of purchase, such as an order ID or receipt, must be provided.

Items that show excessive wear, damage, misuse, or modification after delivery may not qualify for a refund unless the item is faulty under the ACL.

2. How to Start a Return

To initiate a return, please contact us using the details below:

Email: support@wattlereed.com

Please include your order number and the reason for your return.

We will provide:

  • Return instructions

  • The correct return address

  • A prepaid return label, if applicable

Please do not send items back without contacting us first. This helps ensure that your return is processed correctly.

3. Return Shipping Costs

Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged or incorrect return shipping is free.

Under the Australian Consumer Law, you may be entitled to:

  • A replacement

  • A repair

  • A full refund

The available remedy will depend on the nature of the fault or failure.

Change-of-Mind Returns

For change-of-mind returns, the customer is responsible for return shipping costs.

We do not charge restocking fees.

4. Refunds

Once your return arrives at our returns centre, it will be inspected.

  • Returned items are typically inspected within 1–3 business days after arrival.

  • We will email you to confirm whether your refund has been approved or rejected.

  • Approved refunds are processed within 5–10 business days to your original payment method.

  • Depending on your bank or payment provider, it may take up to 14 business days for the refund to appear in your account.

If your return does not meet the eligibility criteria, we will contact you to discuss the available options.

5. Exchanges

If you wish to exchange an item:

  1. Contact our customer support team.

  2. We will check whether the requested replacement item is available.

  3. We may advise you to return the original item for a refund and place a new order.

This process helps ensure accurate and faster order processing.

6. Faulty, Damaged, or Incorrect Items

If an item arrives faulty, damaged, incorrect, or not as described:

  • Contact us as soon as reasonably possible.

  • Provide clear photos of the issue.

  • Include your order number.

  • Include a brief description of the problem.

Under the Australian Consumer Law, you are entitled to a remedy if a product has a major or minor failure.

Depending on the circumstances and your rights under the ACL, we may offer:

  • A replacement

  • A repair

  • A full refund

This does not affect your 30-day change-of-mind return window.

7. Contact Information

Customer Service Hours: Monday - Friday: 9AM – 6PM
Saturday - Sunday: 9AM – 4PM (AEST/AEDT)

Email: support@wattlereed.com

Support is operated from The Netherlands, with dedicated English-language assistance available for Australian customers.

We typically respond within 24 hours on business days..