How to Return an Item
Please email us at service@tweentoteen.com.au detailing the item and reason for return. Before doing so please ensure you have read our refunds and return policy below.
Returns
You can return an item within 30 days of purchase if you are the original purchaser of the item.*
Standard Returns
Our 30-day-money-back guarantee is available to customers who purchase an item and for whatever reason wish to return the goods for a full refund. All returned items must be in a fully resalable condition. Please see the conditions:
- The customer is responsible for the cost of returning the product via Australia Post Registered Mail to PO Box 2777, Ascot Q 4007. If the item is lost in transit it is the responsibility of the customer to liaise with Australia Post to resolve the issue.
- The product must be in a fully resalable condition, including original undamaged packaging, instructions and warranty cards etc.
- If the product is not fully resalable then a refund will not be issued and the product can be returned to the customer once the customer covers the cost of the return postage.
Faulty Goods
Please be advised that all items are inspected prior to postage for damage. If you believe the item is faulty then we will require a clear photo detailing the fault that is emailed to us a service@tweentoteen.com.au as soon as you identify the error on opening the item. If Tween to Teen Australia accepts the item is faulty we will either organise a courier pickup or provide you with a stamped, self-addressed, satchel for you to be able to return the item to Tween to Teen for inspection. If the manufacturer can provide a resolution to the issue (like a new part to replace a damaged part) this will be arranged by Tween to Teen and no refund will be issued.
Any refunds will be transferred back to the original method of payment, eg. Paypal or credit card. Promotional codes savings are not eligible for a refund.
If you order a product that is out of stock or is not available we will provide a refund for the relevant amount.
Sale items, if returned, will only be eligible for store credit.
* Items that cannot be returned due to health and safety reasons include bras and earrings for pierced ears.
Gift Cards
Tween to Teen gift cards are valid for one year and cannot be returned or exchanged for cash. All returned items that were purchased with a Tween to Teen gift card will be refunded only as store credit for you to use against a future purchase. If you purchased an item using both gift card and another payment method, such as Paypal/credit card, then you will receive a store credit for the gift card amount and any outstanding amount from other methods will be refunded as per the means of payment.
* for a full refund our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
