The short answer is yes! We do accept returns but have two situations which result in the ability to get a cash refund or exchange as follows:
1) We do not refund for change of mind, fit or any other reason not relating to the items description or condition (this condition is prescribed by the Australian Consumer Laws detailed on the Consumer Affairs (Victoria) website [https://www.consumer.vic.gov.au/products-and-services/refunds-repairs-and-returns/guarantees-that-apply-automatically]. See implied warranties offered with every sale.
2) We refund if the item is faulty, damaged or "not as described" or any other legal requirement prescribed by Australian Law
To facilitate a return, see conditions of this policy as we are happy to accept returns for 30 days (conditions apply) for refund or exchange as deemed appropriate.
You must immediately (or in a reasonably time) email our customer service team on sales@runwayemporium.com.au to leverage a return.
Online purchasing can be tricky and sometimes your item may not be what you require. Whilst we cannot offer a refund for change of mind (or other non-statutory reasons) we are pleased to offer a full exchange program with a store credit on all items. The return postage cost (amount paid by customer) will be added to the exchange credit once item has been received back.
Please note that it may take up to 7 -14 days to process an exchange from time we receive the item(s).
CONDITIONS FOR EXCHANGE AND REFUND
Items are to be returned in original condition with all original tags attached. Please see the following important tips for ensuring you can return the item hassle free:-
· Tags must NOT be removed, altered or damaged in any way; and
· Items must not have been worn or have any visible signs of wear or damage (eg: washing/ press/ stains); and
· Damage must not be inconsistent with the photos in the listing.
As the majority of items will be fragile fabrics, please exercise discretion in trying them on as makeup, fragrances (perfumes and deodorants) can permanently stain and damage the item, rendering it useless for resale and voiding the warranty.
Runway Emporium only stocks authentic items noting that many are sample stock (unused) but you are guaranteed the item is from legitimate brands and designers. Even such high-quality products are not always free of minor defects which are photographed to the best of our ability. Many of our products have some form of distressing (particularly jeans and some hems) so there is possibility that these items will not last as long as non-distressed items.
As many of our clothing is from abroad (outside Australia), there is a different sizing guide for each brand (and sometimes Country). We list our items with the designer SIZING (and an approximate equivalent) with the original designer tag so you can ensure that your body size is a good fit for their specific measurements. A refund will NOT be given for incorrect sizes however an exchange for 30 days is possible subject to the Exchange Policy. If in doubt, see the sizing guides on the website.
All of our products come with the following statutory warranty.
Consumers have specific rights under the Australian Consumer Law (ACL), regardless of any other warranty provided by us which guarantees that all goods:
· are of acceptable quality
· match the description, sample or demonstration model
· are fit for their disclosed purpose
RETURN PROCESS (For Exchange or Refund)
You must email our customer service team at sales@runwayemporium.com.au within 10 business days of the sale date, providing full details of the sale and the reason for return. You must provide photos of the claimed defect (eg: damage or defect) with your email.
Subsequently, we will email you a returns advice form (stating, amongst other things, the address to which the item must be sent and return postage details). Such advice must be included with the returned item. You will be responsible for the returned postage cost until we have the item back in our warehouse (most of the times this will be refunded for statutory claims or a further credit provided)
If we email you a returns advice form and we do not receive a response from you or receive the returned item from you within another 10 working days, you will not be entitled to any exchange or refund (of course, subject to any rights you may have under the Statutory protection.
We will accept exchanges up to 30 days for legitimate reasons but would appreciate early advice to start the process.
Within the first 10 working days of us receiving a returned item, the item will be inspected and tested to determine its condition and, if the item is found to be in appropriate condition (and your claim as to the faulty nature of the item is reasonably determined by us to be invalid), the item will be returned to you and you will be charged all freight charges incurred by us in relation to the return and re-return of the goods. We may charge your credit card with any money incurred by us as a result of this process.
Subject to our obligations under the Australian Consumer Law, if, when we receive a returned item, we determine that the item is faulty or damaged or incorrectly described or does not meet a consumer guarantee, we will, within 21 days, at our option either replace or repair your goods (where possible) or pay the full amount of the refund to which you are entitled. You will be given a store credit for the return postage.
If you purchased a Buy Now item with free delivery, we reserve the right to deduct the cost of delivery and shipping from the refunded amount.
REFERENCE TO RECOMMENDED RETAIL PRICES (RRP)
We often list our items with the manufacturer's. designers original retail price (RRP). Please be aware that this is not a reference to the current recommended retail price of the goods but rather a reference to the retail price supplied by the designer at the time of its creation. That price may not be current retail price as at the time of the sale. We take no responsibility for the display of RRPs on any item listed on the Site. You must satisfy yourself as to the value of the item being sold.