Refund policy

We hope you adore your purchase, but we understand that sometimes things don’t go as planned. Our return process is simple, supportive, and fully compliant with Australian Consumer Law.

Your Rights Under Australian Consumer Law

All purchases are protected under Australian Consumer Law (ACL).
This means you’re entitled to a repair, replacement, or refund for a major fault, and a repair or replacement for minor faults. These rights apply in addition to our store’s return policy.

Change-of-Mind Returns (30 Days)

If you’ve changed your mind, you’re welcome to return your item within 30 days of receiving it.

To be eligible, your item must be:

  • Unworn, unused, unwashed

  • In original packaging with all tags attached

  • Accompanied by proof of purchase

Return postage for change-of-mind returns is the responsibility of the customer.

To begin, please email us at hello@berniesboutique.com.au and our friendly team will guide you through the process.

Items Not Eligible for Change-of-Mind Returns

We cannot accept returns on:

  • Sale items

  • Gift cards

  • Personal care/hygiene products

  • Custom or personalised pieces

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or incorrect, we will fix it quickly.

Please email us at hello@berniesboutique.com.au with your order number and photos of the issue.

For items with a fault under ACL:

  • We cover return postage

  • You may be entitled to a refund, repair, or replacement

  • Items do not need to be unused

We will advise you of the next steps and provide a prepaid return label if required.

Exchanges

For the fastest exchange experience:

  1. Place a new order for the item you want

  2. Request a return for your original item

Refunds

Once your return arrives back with us, we’ll inspect it and notify you of approval.

Approved refunds are processed to your original payment method within 10 business days (processing times vary between banks).

If more than 15 business days have passed since your refund was approved, please contact us at hello@berniesboutique.com.au.

We’re Here to Help

If you have any questions at all, reach out anytime at hello@berniesboutique.com.au.