Refund policy
RETURNS, EXCHANGES, CANCELLATIONS AND REFUNDS POLICY
At Éclat d’être, we want you to feel confident when shopping with us. This policy explains the conditions that apply to returns, exchanges, cancellations and refunds.
This policy operates in addition to any rights and remedies available under the Australian Consumer Law.
1. CHANGE-OF-MIND RETURNS
For eligible products, you may request a change-of-mind return within 14 days of the date your order is delivered.
To be eligible for a change-of-mind return, the product must be:
• Unworn and unused;
• In its original condition;
• Free from marks, dirt, damage, odours, hair or other signs of wear;
• Returned with all original tags, accessories and packaging;
• Returned in its original shoe box or product packaging without unnecessary damage; and
• Accompanied by valid proof of purchase.
Footwear should only be tried on indoors on a clean and protected surface.
A change-of-mind return may be declined where the product does not meet these conditions. This does not affect any rights available under the Australian Consumer Law.
2. FREE FIRST SIZE EXCHANGE WITHIN AUSTRALIA
Eligible Australian orders receive one complimentary first size exchange.
The complimentary first size exchange applies only:
• Once per eligible order;
• When exchanging the same product for a different available size;
• When the exchange is requested within 14 days of delivery;
• When the product is unworn, unused and returned in its original condition and packaging; and
• When the exchange request has been approved by Éclat d’être.
For an approved first size exchange, Éclat d’être will cover the reasonable cost of returning the original product and sending the replacement size by standard shipping within Australia.
The complimentary first size exchange does not apply to:
• Products marked Final Sale;
• Overseas fulfilment products, unless otherwise stated on the relevant product page;
• A request to change to a different style, colour or product;
• Products that have been worn, used, damaged or altered;
• Products that do not meet the return conditions in this policy; or
• A second or subsequent exchange for the same order.
Replacement sizes are subject to availability.
Where the requested replacement size is unavailable, we will contact you to discuss the available options. These may include an alternative size, another eligible product or a refund where appropriate.
Additional size exchanges may require the customer to pay return and replacement shipping costs.
To request a complimentary first size exchange, please contact Éclat d’être before returning the product.
3. CHANGE-OF-MIND RETURN SHIPPING
For an approved change-of-mind return that is not an eligible complimentary first size exchange, the customer is responsible for arranging and paying for return shipping.
We strongly recommend using a tracked postal or courier service. Éclat d’être is not responsible for return parcels that are lost or damaged before they are received by us.
Original shipping charges are not refundable for change-of-mind returns, except where otherwise required by law.
Éclat d’être does not charge a restocking fee for an approved return unless a separate condition was clearly disclosed before purchase.
4. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED PRODUCTS
Please contact Éclat d’être as soon as reasonably possible if a product:
• Arrives damaged;
• Is faulty or unsafe;
• Is not of acceptable quality;
• Is not fit for a purpose that was disclosed before purchase;
• Is materially different from its description, specifications or images;
• Is not the product that you ordered; or
• Is supplied in the wrong size due to an error by Éclat d’être.
Please provide:
• Your full name;
• Your order number;
• A description of the issue; and
• Clear photographs or videos where reasonably possible.
Where Éclat d’être has supplied an incorrect product, or where a product does not meet the consumer guarantees under the Australian Consumer Law, we will provide the remedy required by law.
Depending on the nature and severity of the problem, the appropriate remedy may include a repair, replacement, refund or another remedy required under the Australian Consumer Law.
Where Éclat d’être is responsible for the return, including an eligible faulty, damaged, incorrect or misdescribed product, we will cover reasonable return shipping costs where applicable.
The 14-day change-of-mind return period does not limit any rights or remedies available under the Australian Consumer Law.
Products returned in connection with an Australian Consumer Law claim do not necessarily need to be in their original packaging. We may, however, request proof of purchase and sufficient information to reasonably assess the issue.
Normal wear and tear, accidental damage, misuse, improper care or damage caused after delivery may not constitute a product fault.
5. OVERSEAS FULFILMENT PRODUCTS
Some products may be identified on the product page as overseas fulfilment products. These products are dispatched from a location outside Australia directly to the customer.
Unless otherwise stated on the relevant product page, overseas fulfilment products are not eligible for:
• Change-of-mind returns;
• Change-of-mind refunds;
• Change-of-mind exchanges; or
• The complimentary first size exchange.
Customers should carefully review the product description, sizing information, estimated delivery timeframe and overseas fulfilment notice before placing an order.
These restrictions apply only to change-of-mind requests. They do not exclude, restrict or modify any rights or remedies available under the Australian Consumer Law.
Where an overseas fulfilment product is faulty, damaged, incorrect, unsafe or materially different from its description, please contact Éclat d’être as soon as reasonably possible.
Please include your order number, a description of the issue and clear photographs or videos where appropriate.
Where the product does not meet the consumer guarantees under the Australian Consumer Law, Éclat d’être will provide the remedy required by law and cover reasonable return shipping costs where applicable.
Please do not return an overseas fulfilment product directly to the overseas supplier or the address shown on the original parcel unless Éclat d’être has provided written instructions to do so.
6. SALE AND FINAL SALE PRODUCTS
A product purchased during a promotion or at a reduced price is not automatically a Final Sale product.
Only products clearly identified as Final Sale on the product page or at the time of purchase are excluded from change-of-mind returns and exchanges.
Final Sale products cannot be returned or exchanged because of:
• A change of mind;
• An incorrect size selected by the customer;
• A preference for a different colour or style; or
• A decision that the product is no longer required.
Final Sale restrictions do not exclude, restrict or modify any rights or remedies available under the Australian Consumer Law where a product is faulty, damaged, incorrect, unsafe or materially different from its description.
7. PRODUCTS EXCLUDED FROM CHANGE-OF-MIND RETURNS
Change-of-mind returns or exchanges may not be accepted for:
• Products marked Final Sale;
• Products that have been worn, used, washed, altered or damaged;
• Products showing marks, dirt, odours, hair or other signs of use;
• Products without their original tags, accessories or packaging;
• Gift cards;
• Personalised or custom-made products;
• Products excluded for hygiene or safety reasons where this was disclosed before purchase; and
• Overseas fulfilment products, unless otherwise stated on the relevant product page.
These exclusions do not limit any rights or remedies available under the Australian Consumer Law.
8. ORDER CANCELLATIONS
Customers may request cancellation within one hour of placing an order, provided that the relevant products remain unfulfilled and fulfilment has not commenced.
A cancellation request is not automatically approved. Éclat d’être will review the request and confirm whether cancellation is still possible.
Once an order has entered processing, fulfilment or dispatch, it may no longer be possible to cancel it.
Where an order cannot be cancelled, the customer may request a return after delivery where the product is eligible under this policy.
Éclat d’être may cancel an order where:
• A product is unavailable;
• There is an evident pricing or listing error;
• Payment cannot be authorised;
• The delivery address cannot reasonably be serviced;
• The order is suspected to be fraudulent; or
• Another legitimate reason prevents the order from being fulfilled.
Where Éclat d’être cancels a paid order, the applicable amount will be refunded to the original payment method.
9. HOW TO REQUEST A RETURN, EXCHANGE OR CANCELLATION
Before returning a product, please contact:
Éclat d’être
Email: eclatdetreau@gmail.com
Please include:
• Your full name;
• Your order number;
• The product you wish to return or exchange;
• The reason for your request;
• The replacement size requested, where applicable; and
• Photographs or videos where the product is faulty, damaged, incorrect or misdescribed.
Please do not send a product back until your request has been reviewed and return instructions have been provided.
Returns sent without prior approval may be delayed or returned to the sender, except where doing so would conflict with rights available under the Australian Consumer Law.
A return request is not considered approved until Éclat d’être has confirmed the approval and provided the applicable return instructions.
10. RETURN INSPECTION
Change-of-mind returns and complimentary size exchanges will be inspected after they are received.
Éclat d’être may decline a change-of-mind return or complimentary size exchange where the product:
• Has been worn or used;
• Is marked, dirty, damaged or altered;
• Has missing or unnecessarily damaged packaging;
• Is missing tags, accessories or components;
• Was returned outside the applicable 14-day period; or
• Otherwise fails to meet the eligibility requirements in this policy.
Where the return is approved, Éclat d’être will process the applicable exchange or refund.
This inspection process does not restrict any rights available for faulty or non-compliant products under the Australian Consumer Law.
11. EXCHANGES
All exchanges are subject to product and size availability.
The complimentary first size exchange applies only to the same product in another available size.
A request for a different product, style or colour will generally be processed as a return and a new purchase, subject to the eligibility conditions in this policy.
Where an approved exchange product has a different price, we will advise the customer of any additional amount payable or refund due before completing the exchange.
The replacement product will normally be dispatched after the original product has been received and inspected.
Éclat d’être may choose to dispatch a replacement earlier in appropriate circumstances, but is not required to do so.
12. REFUNDS
Approved refunds will be issued to the original payment method used for the purchase, except where another method is agreed or required by law.
Once a refund has been issued, the time required for it to appear in the customer’s account may vary depending on the bank, card provider or payment service.
For an approved change-of-mind return:
• The customer is responsible for return shipping;
• Original delivery charges are generally not refundable;
• Any express or upgraded shipping charges are generally not refundable; and
• The refund will generally apply only to the approved returned product.
Where a product is faulty, damaged, incorrect or misdescribed, refunds and shipping costs will be handled in accordance with the Australian Consumer Law.
Éclat d’être will not issue a refund for a change-of-mind return until the returned product has been received and inspected.
13. PROMOTIONAL DISCOUNTS AND GIFTS
Where a returned product was purchased using a discount, the refund will be based on the amount actually paid for that product.
Where returning a product causes the original order to no longer meet the conditions of a promotion, bundle or minimum-spend discount, the refund may be adjusted to reflect the remaining products retained by the customer, where permitted by law and clearly disclosed as part of the promotion.
Any complimentary gift supplied as part of a promotion must also be returned unused and in its original condition where the qualifying purchase is returned in full.
This section does not limit any rights or remedies available under the Australian Consumer Law.
14. AUSTRALIAN CONSUMER LAW
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
The 14-day change-of-mind return period and complimentary first size exchange are additional benefits provided by Éclat d’être. They operate alongside, and do not replace, rights and remedies available under the Australian Consumer Law.