Refund policy

30-DAY RETURNS

We offer a 30-day change-of-mind return policy, which means you have 30 days after receiving your item to request an eligible return. To be eligible for a change-of-mind return, your item must be unused, unworn where applicable, in the same condition in which you received it, and returned with its original packaging, tags and accessories where applicable. You will also need to provide proof of purchase. To request a return, contact us at info@ferliu.com before sending anything back. If your return is approved, we will provide instructions on how and where to send your item. Items returned without first requesting and receiving return instructions may not be accepted. Return shipping costs for change-of-mind returns may be the responsibility of the customer, and we will confirm any applicable return shipping arrangements when your request is reviewed. You can contact us with any return questions at info@ferliu.com.

DAMAGES, FAULTS AND INCORRECT ITEMS

Please inspect your order when it arrives. If your item is damaged, defective, incorrect or otherwise does not meet applicable consumer guarantees, contact us as soon as reasonably possible at info@ferliu.com with your order number and details of the issue. Photos of the product and packaging may help us assess your request more quickly. Your rights in relation to faulty, damaged, unsafe or incorrectly supplied products are not limited by our 30-day change-of-mind return period.

EXCEPTIONS / CHANGE-OF-MIND RETURNS

Certain products may not be eligible for a change-of-mind return, including opened or used personal-care or hygiene-sensitive products where returning the item would not be appropriate for hygiene or safety reasons. Custom or personalised items, gift cards and certain other excluded products may also be ineligible for change-of-mind returns. Sale items may be excluded from our voluntary change-of-mind return policy where this is stated at the time of purchase. These exclusions do not limit any rights you may have under the Australian Consumer Law where a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet applicable consumer guarantees. Please contact us if you are unsure whether your item is eligible.

EXCHANGES

The simplest way to exchange an eligible item is to request a return first. Once the return has been approved, you can place a separate order for the replacement item you would like.

REFUNDS

Once we receive and inspect an approved return, we will let you know whether the refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days. Your bank, card issuer or payment provider may take additional time to process and display the refund. If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at info@ferliu.com.

AUSTRALIAN CONSUMER LAW

Our change-of-mind policy is provided in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.