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RETURN AND EXCHANGE


Change of Mind Returns

Natasha Gan will offer a refund or exchange (in-store only) an item for change of mind if:

  • The garment has not been worn, altered and/or washed and is in a resalable condition.

  • The garment has not been damaged whilst in the customer's possession.

  • The customer has proof of the garment purchase in a Natasha Gan online or store.

  • The original Natasha Gan swing ticket with barcode is attached to garment as purchased.

If the original purchase was made on a credit card, the refund itself must be credited to the original card used.

Purchases returned to Natasha Gan stores must be returned within 5 days of purchase. Purchases returned to the Natasha Gan Online store must follow the returns procedure and conditions stated below.

 

Faulty Garment Returns

Natasha Gan will offer a refund or repair on any item purchased at a Natasha Gan fstore if the garment is:

  • Found to have a genuine manufacturers fault

  • The garment is unable to do what it is supposed to

This Returns Policy corresponds with consumer’s rights under Australian Consumer Law.

 

Australian Online Returns

Our online Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.

We understand if you change your mind and will refund any items that you are not completely happy with in accordance with the requirements detailed in our terms and conditions. 

Goods must be returned in saleable condition and be received by our distribution centre within 10 days from the order date. If you have changed your mind after purchasing jewelry, we cannot offer you a refund.

Refunds will be credited to your original method of payment within 7 days of us receiving the item and the refund being approved. Please note that relevant shipping charges will be incurred for the cost involved in returning items.

Outside the above timeframe, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where a failure does not amount to a major failure, Natasha Gan. is entitled to choose between providing you with a repair, replacement or other suitable remedy. To obtain compensation, you will need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Natasha Gan to comply with a consumer guarantee under the Australian Consumer Law.

 

To receive a refund for any reason within 10 days from the order date, please ensure that you comply with the instructions below:

Returns to the Natasha Gan Online Store

  • If the garment is being returned because you have changed your mind, make sure the item or items are in the same condition you received them in, with all tags still attached. Items cannot be worn, washed or altered in any way. Failure to comply with these requirements will cause your refund to be rejected and returned to you at your cost.

  • When returning the goods please write this return number on your invoice and the outside of the box.

  • Please note that any goods that are not accompanied by an official return number will not be accepted. Post and package costs are not refundable unless the item is faulty. Postage for exchanged returns is chargeable. Please be aware that the maximum amount refundable for return postage is $50.

  • We are not responsible for return postage or packages that do not reach us. Please ask at the post office for a free certificate of postage.

  • For a change of mind return, a non-refundable fee of $10 will be deducted from the original purchase price of your order. If your return has been approved in accordance with the above requirements, the credit card used to process the original transaction will be used to process the refund for the full purchase price of each returned garment less the $10 return charge.

  • For a return where a garment has been assessed by Natasha Gan as being faulty, is not fit for a particular purpose, does not match the description of the product, the $10 shipping fee will be waived. If the garment has been assessed by Natasha Gan as falling into one of the above categories, the credit card used to process the original transaction will be used to process the refund for the full purchase price of each returned garment within 10 days of receiving the garment.

  • Unless the garment is deemed to be faulty, in the event that the returned garment has been assessed as being worn, damaged, altered or has had tags removed, or has been returned outside of the stipulated time frame, Natasha Gan online will be unable to process your return and will contact you within 48 hours of receiving your garments advising you of this.

  • Any faulty item claim must be made within a reasonable time of receiving the goods and is not subject to the 10 day returns time frame.

  • We are unable to process or accommodate garment exchanges through the online store at this time. If you wish to exchange a garment for a different size, style or color, please follow the returns process and initiate a new and separate order.

  • If your order was originally shipped/delivered to Australia, it must also be returned from within Australia or Bali (depending on garment condition and situation), shipping charges may apply to customers. If the garments are returned from another Country, you may incur additional costs, or may be required to forfeit the goods or have your refund reduced by a value up to, equaling, or exceeding the total value of the goods.

 

International Online Returns

Our online Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.

We understand if you change your mind and will refund any items that you are not completely happy with in accordance with the requirements detailed in our terms and conditions. 

Goods must be returned in saleable condition and be received by our distribution centre within 30 days from the order date. Jewelries are nonrefundable and nonreturn goods.

Refunds will be credited to your original method of payment within 10 days of us receiving the item and the refund being approved. Please note that return shipping costs are incurred by the customer, except in the case of faulty goods.

For faulty garment/warranty claims outside of the 30 day return period, please email your contact details with a description of the fault to cs@natashagan.com.au. If possible, please include your original invoice number and the garment style code. We will respond to your email within two business days and provide you with additional information so that the claim may be submitted and assessed.

Where a failure does not amount to a major failure, Natasha Gan is entitled to choose between providing you with a repair, replacement or other suitable remedy. To obtain compensation, you would need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Natasha Gan to comply with a consumer guarantee under the Australian Consumer Law.

Please note that refunds for online purchases can only be processed by returning the item to the Natasha Gan online Store via the process detailed below, and are unable to be accepted or processed in-store.

 

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