Returns & Exchanges Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

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

We offer self-managed returns for customers who have a customer account.

How to Start a Return

To start a return, you can either:

• Initiate a self-managed return through your customer account.
• Contact us at orders@thequalitycollarco.com.au.

If your return is accepted, we will provide instructions on how and where to send your package.

You can arrange your own return postage or request a return shipping label from us. If you request a label, the applicable postage charge will be advised during the returns process.

For change-of-mind returns, customers are responsible for return postage costs.

Please contact us before sending an item back so we can provide the appropriate return instructions.

You can always contact us with any return questions at orders@thequalitycollarco.com.au.

Return & Exchange Shipping Costs

For change-of-mind returns, including incorrect size or colour selection, customers are responsible for the cost of returning the original item to us.

For exchanges, postage is charged in both directions:

• Return postage: The customer is responsible for the cost of sending the original item back to us.
• Replacement postage: Our standard shipping charge applies when sending the exchanged item back to the customer.

Customers may arrange their own return postage or purchase a return shipping label through our returns process.

Any difference in price between the original and replacement product will be calculated separately.

Shipping charges will be communicated before the exchange is finalised.

These charges do not apply where we are required to provide a remedy under Australian Consumer Law.

Damages, Faults & Incorrect Items

Please inspect your order upon receiving it and contact us as soon as possible if an item is defective, damaged or incorrect so that we can evaluate the issue and make it right.

If your item is faulty, damaged, incorrectly supplied or does not meet Australian Consumer Law guarantees, you may be entitled to a repair, replacement or refund depending on the circumstances.

Where required by Australian Consumer Law, we will cover or reimburse reasonable return shipping costs and provide the appropriate remedy at no additional cost to you.

Exceptions / Non-Returnable Items

Certain products are not eligible for change-of-mind returns, including:

• Custom-made, personalised or special-order products.
• Products that have been used, worn, damaged or altered after delivery.
• Products that are not in their original saleable condition.
• Gift cards.

Sale or clearance items are not eligible for change-of-mind returns.

These exclusions do not affect your rights under Australian Consumer Law. Products that are faulty, unsafe, not as described or otherwise fail to meet consumer guarantees remain eligible for applicable remedies.

Please contact us if you have questions about the eligibility of a particular product.

Exchanges

We understand that sometimes you may need a different size, colour or product.

For change-of-mind exchanges, customers are responsible for return postage and the standard shipping charge for the replacement item.

You can request an exchange through your customer account or by contacting orders@thequalitycollarco.com.au.

Once your return has been approved and the returned item has been received and inspected, we will arrange the exchange, subject to product availability and payment of any applicable price difference or shipping charges.

Alternatively, you may return your eligible item for a refund and place a new order for the replacement product.

Refunds

We will notify you once we've received and inspected your change-of-mind return and let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

For change-of-mind returns, the refund covers the eligible returned product value. Original shipping charges are generally non-refundable, and any return shipping label charges paid by us on your behalf may be deducted from your refund where disclosed and agreed.

Please allow time for your bank or credit card provider to process the refund.

Nothing in this policy limits or excludes your rights under Australian Consumer Law, including any entitlement to a refund of shipping costs where required.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Your rights under Australian Consumer Law apply regardless of our 30-day change-of-mind return period.

For assistance, please contact orders@thequalitycollarco.com.au.