Return & Refund Policy

Charlotte Collective

Your Rights Under Australian Consumer Law

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 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.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

Change-of-Mind Returns

In addition to your statutory rights, we offer a 30-day change-of-mind return window. You have 30 days from the date your order is delivered to request a return.

To be eligible for a change-of-mind return, items must be:

• Unworn and unused

• In their original condition with tags attached

• In their original packaging

• Accompanied by proof of purchase

Return shipping costs for change-of-mind returns are the responsibility of the customer. Original shipping fees are non-refundable.

How to Initiate a Return

To initiate a return, please contact us at infocharlottecollective@gmail.com before sending any items back. Include your order number and reason for return. Once your request is reviewed, we will provide you with instructions on next steps.

Please do not send items back without prior authorisation, as unauthorised returns may not be accepted.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, please contact us as soon as possible at infocharlottecollective@gmail.com with:

• Your order number

• A description of the issue

• Clear photographs of the item and packaging

We will assess your claim promptly and work with our fulfilment partner to provide an appropriate remedy, which may include a replacement, refund, or store credit depending on the circumstances.

Under the Australian Consumer Law, you are entitled to a remedy regardless of how much time has passed since purchase, provided the fault is not the result of misuse. We encourage you to report any issues promptly to help us resolve them quickly.

Return shipping costs for faulty, damaged, or incorrect items will be covered by Charlotte Collective.

Non-Returnable Items (Change-of-Mind)

For hygiene and safety reasons, we do not accept change-of-mind returns on the following items:

• Intimate garments or underwear

• Swimwear where the hygiene seal has been removed

• Earrings

• Gift cards

Please note: if any of the above items are faulty, damaged, or not as described, your rights under the Australian Consumer Law still apply and we will provide an appropriate remedy.

Final Sale & Clearance Items

Final sale and clearance items are not eligible for change-of-mind returns or exchanges. However, if a final sale item is faulty, not fit for purpose, or not as described, you retain full rights to a remedy under the Australian Consumer Law.

Exchanges

We offer exchanges within 30 days of delivery. To be eligible, items must be unworn, unused, in their original condition, with tags attached, and in their original packaging.

To request an exchange, please contact us at infocharlottecollective@gmail.com with your order number and the item you would like instead. Once your exchange request is approved, we will provide further instructions.

Refunds

Once we have reviewed your return request and it has been approved, your refund will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or card provider.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at infocharlottecollective@gmail.com.

European Union — 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. Items must be unworn, unused, in their original condition, with tags attached, and in their original packaging. Proof of purchase is required.

Contact Us

If you have any questions about our Return & Refund Policy, please contact us at:

Email: infocharlottecollective@gmail.com