Refunds & Returns
Please read through the contents of this page carefully and be sure you understand our policies clearly before completing your purchase or return.
To start your return
Simply visit Rezortly Returns center to get started.
Although we hope you love all your items from Rezortly we have a 14 day returns policy in place if you are not 100% happy with your purchase.
Returns
Rezortly will accept returns of unused home decor, accessories or unworn clothing items with original tags and clear garment packaging with SKU label. We do not accept exchanges of any kind.
Return requests must be initiated within 5 days (the first day of the return window starts the day tracking shows delivered status) of receiving all items in the order and shipped back to us within 9 days of submission to qualify for a refund.
If it is a split package order, it will start from the time of the final package delivery date and time.
- Orders returned without meeting the above criteria are will be declined.
- Shipping and handling charges are non-refundable.
- Return shipping is the customer's responsibility unless it was a shipping error or a damaged item.
- Please allow Rezortly 5 - 7 business days from the day we receive the returned package to process.
- Rezortly will email you after return has been processed to confirm what has been done.
Our 14 day returns policy
You can send it back to us for a store credit or refund within 14 days of the delivery date and we must receive your return request within 5 days of the delivery date for the item(s) you wish to return via our Rezortly Returns center. If 5 days to request a return, or 14 days to return item(s) have gone by since you received your purchase, unfortunately we can’t offer you a store credit or refund.
Returns we accept
Unfortunately we do not accept returns for change of mind. However if there is an issue with your order we will accept returns and refunds within our 14 days returns policy for the following reasons:
- The wrong item was received in terms of colour, size, or model ordered (evidence is needed).
- The package and item has arrived in a damaged condition (evidence is needed).
- The item arrived, is faulty or of extremely poor quality (evidence is needed).
- The order did not arrive.
- The item is not as described.
- The estimated delivery time has gone over 60 days from estimated delivery date.
Returns we do not accept
Store credits or refunds for returns will not be provided due to the following reasons:
- Return Requests reported after 5 days of item(s) being delivered.
- Return item(s) received after 14 days of item(s) being delivered.
- Change of mind or customer error when ordering.
- Incorrect shipping address provided.
- Wrong size or colour ordered.
- Wrong product ordered.
- Condition that indicates being worn or washed in any way, including make-up marks, will not be accepted for return.
- Final Sale Items
- Personalised or made to order products an styles.
- Earrings, intimates, body accessories & beauty products.
We understand that choosing the right size can be difficult. However we provide individual size guides for each of our products to help you purchase the correct size.
Final Sale and non-returnable categories
Several types of goods are final sales and exempt from being returned:
- Beauty Products
- Bodysuits
- Face Masks
- Intimates/Lingerie/Underwear
- Sanitary Goods
- Jewellery
- Swimwear
Also perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.
Additional non-returnable or refundable items
- Sale items (unless it meets our returns policy)
- Gift cards.
- Downloadable software products.
- Some health and personal care items.
- Book or products with obvious signs of use.
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.
- Any item that does not have a completed Return Requests completed within 5 days of item being delivered.
Return Requirements
Rezortly will provide a store credit to refund for items that adhere to the below conditions.
- Item(s) that meet our returns policy and have a return request submitted to us within 5 days of receiving the delivery via our online Rezortly Returns center.
- Item(s) that meet our returns policy and are returned and received within 14 days of the delivery date.
- Any original tags must remain attached.
- It must also be in the original packaging.
- Your item(s) must be unworn, unused and in the same original condition that you received it.
- Return must include original invoice, order number and return submission completed via our online Rezortly Returns center to obtain a Return Authorisation Number.
Rezortly reserves the right to reject items that do not comply with the above conditions. Rezortly also reserve the right to firstly replace incorrect or faulty items.
Once we receive a returned item, if we discover it does not comply with our returns policy we can still reject the return even after it has been approved prior to receiving the return. If the return is rejected the item can be returned to the customer at their request however they will be required to pay for return shipping costs.
Once you have completed a return request and have it approved we will issue you a store credit or refund depending on the decision.
Return Shipping
To return your product please ship your item back to us within 14 days of the delivery date. We are not able to accept returns beyond this time.
Please double check postage details when returning your order. We strongly recommend using a trackable shipping service especially on items over $75 or purchasing shipping insurance and advising us of the tracking information. We don’t guarantee that we will receive your returned item and we do not take responsibility for stolen or missing packages. Depending on where you live, the time it may take for your return to reach us may vary.
Return Shipping Fees
All return fees such as packaging, shipping, and other applicable custom fees will be the customer's responsibility. You will be responsible for paying for your own shipping costs and for returning your item(s) back to us. If a return shipping label is provided it must be used. Some shipping costs are non-refundable.
How to return
To start your return
Simply visit Rezortly Returns center to get started.
- You will need your order number and email address used for your order.
- You will need to provide your reason for the return and photos as evidence.
- Please do not send your purchase back to the manufacturer.
- We will then review your request and be in touch with next steps.
Refunds
Completed Returns Received
We will send you an email to notify you once we receive your return submission and or item for approval and or inspection. We will then also notify you of the approval decision. (We have the right to deny approval and credit if the merchandise returned does not meet our return policy requirements.)
Approved Store Credit and Refunds
Approved refunds and store credits will be processed, and a store credit or refund will automatically be applied to your account once returned item is received if required or within 5 - 7 business days of approval notification. Please allow up to 15 days for store credit or refund to be received.
Late or Missing Store Credit or Refunds
If you haven’t received a store credit or refund yet, first check your Rezortly account and email store credit or refund notification to make sure not in spam folder.
If you’ve done all of this and you still have not received your store credit or refund yet, please Contact us with your order details in the message.
Exchanges
We do not offer exchanges at this time. If you would like to exchange an item, please return the original item and place another order for the new item. You can complete your return via the Rezortly Returns center.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, we can only provide store credits and refunds to the original person who purchased the item. Once the item return is approved and or received if required we will process the refund or store credit to the gift giver and they will find out about your return.
Changes To This Returns Policy
*Subject to Change. Rezortly may at any time in its sole discretion change the rules set forth above.
Subject always to the operation of the Australian Consumer Law, we reserve the right to amend this Returns Policy at any time. Updates will be posted on this page and are effective immediately.
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