Refund, Return & Exchange Policy

At Abiir & Co., we want you to be delighted with your purchase. Our refund, return, and exchange policy are in addition to your rights under the Australian Consumer Law (ACL).

 

Your Rights Under the Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement, exchange, or refund for a major failure and 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.
A product has a major failure when:

• It is significantly different from the sample or description.
• It is substantially unfit for its common purpose and cannot easily be made fit within a reasonable time.
• It is unsafe.
• You wouldn't have bought it if you had known about the problem.
  

Change of Mind Returns & Exchanges for Perfumes

Due to the personal nature and hygiene standards of perfumes, we generally do not offer refunds, and exchanges once a product has been opened, used, or its original sealed packaging has been broken. We strongly encourage you to carefully read product descriptions and notes, before purchasing, as scent perception is highly subjective.

However, if you change your mind and the product is still in its original, unopened, unused, and re-saleable condition with all seals and packaging intact, you may be eligible for a return for a refund or exchange. In such cases:

• You must contact us within a day of receiving your order to request a change of mind return or exchange.
• The item must be returned to us within 3 days of our approval of your return/exchange request.
• Return shipping costs for change of mind will be at your expense.
• For exchanges, if the new item is of higher value, you will be required to pay the difference. If it's lower, a partial refund for the difference will be issued after deducting any applicable fee and shipping costs.

Faulty, Damaged, or Incorrect Items

If you receive a product that is faulty, damaged in transit, or is not the product you ordered, please contact us immediately upon receipt within 24 hours with the following information:

1. Your order number.
2. A clear description of the issue.
3. Photographs of the faulty/damaged item and its packaging.

We will assess the situation and, if determined to be genuinely faulty, damaged, or incorrect:

• We will provide you with a return shipping label for the item.
• Upon receipt and inspection of the returned item, we will offer you a replacement of the same item, an exchange for a different item, or a full refund, in accordance with your rights under the ACL..
• We will cover the reasonable cost of return shipping for items that are genuinely faulty, damaged, or incorrect. Please keep your shipping receipt.

To Be Eligible for Any Return or Exchange (Excluding Major Failure)

For any return or exchange to be processed (e.g., unopened change of mind), the item must meet the following criteria:

• Proof of Purchase: You must provide valid proof of purchase (e.g., order confirmation email, transaction ID).
• Original Condition: The item must be unused, unopened, and in its original, undamaged packaging with all seals intact.
• Return Authorisation: You must obtain a return authorisation from us before sending any item back. Items returned without prior authorisation may not be accepted.
• Return Window: The return/exchange request must be initiated within the specified timeframe from the date of delivery.

Non-Returnable / Non-Exchangeable Items

For hygiene reasons and due to the nature of the product, we generally cannot accept returns or exchanges for:

• Any perfume that has been opened or used (unless it's faulty).
• Items marked as "Final Sale" (unless faulty).

Return / Exchange Process

1. Contact Us: To initiate a return or exchange, please email our customer service team at abiirandco@gmail.com . Include your order number and the reason for your request.
2. Authorisation: We will review your request and, if eligible, provide you with a Return Authorisation Number and instructions on how to return the item.
3. Package Your Item: Carefully pack the item in its original packaging along with any accessories and proof of purchase. Ensure it is protected from damage during transit.
4. Ship Your Item: Send the item to the return address provided by our customer service team. We recommend using a trackable shipping service, as we cannot be responsible for items lost in return transit.
   

Refund & Exchange Processing

• Once your returned item is received and inspected, we will send you an email notification regarding the approval or rejection of your refund or exchange.
• For Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 business days. Please note that banks or credit card companies may take additional time to process and post the refund to your account. Original shipping charges are non-refundable, except in cases where the item was faulty, damaged, or incorrect.
• For Exchanges: If approved, we will process your exchange. Any applicable difference in price or shipping costs will be communicated and settled before the new item is dispatched. The new item will be shipped to you once the return is processed and any additional payments are received.

Contact Us

If you have any questions about our Refund, Return & Exchange Policy, or need assistance with a return or exchange, please contact us at:

Email: abiirandco@gmail.com

Phone Number: +61469024528