Returns Policy

1. Change-of-mind returns

We do not accept returns, refunds, or exchanges for change of mind, including where you no longer want the item, ordered the wrong item, chose the wrong size, colour, or style, or found the item unsuitable after purchase.

Any exception to this position may be made only if we choose to do so in writing, in our sole discretion, and on terms determined by us.

If we agree in writing to make an exception, any original shipping charges will generally remain non-refundable and the customer will generally remain responsible for return shipping costs unless we expressly state otherwise.

For the avoidance of doubt, this change-of-mind position is separate from any statutory cancellation or withdrawal right, repair right, replacement right, refund right, or other remedy that may apply under the law governing the relevant purchase.

2. Conditions for discretionary change-of-mind exceptions

If we agree in writing to accept a discretionary change-of-mind return, we may require the item to be unworn other than reasonable indoor try-on, unwashed, unaltered, undamaged after delivery, with tags attached and, where reasonably available, in its original packaging.

These conditions apply only to a discretionary change-of-mind return. They do not apply where you are seeking a remedy for goods that are faulty, damaged, incorrect, not as described, or otherwise fail to meet rights that cannot lawfully be excluded. Original packaging is not required to exercise those rights.

Final sale, clearance, promotional, personalised, or hygiene-sensitive items are not eligible for discretionary change-of-mind returns unless we expressly agree otherwise in writing. This does not limit any non-excludable rights or remedies under applicable law.

3. Faulty, damaged, incorrect, or not-as-described items

If your item arrives faulty, damaged, incorrect, or materially different from its description, please contact us as soon as reasonably possible after delivery.

Where goods do not meet applicable consumer guarantees, statutory rights, or other non-excludable protections, you may be entitled to an appropriate remedy. Depending on the nature of the issue and the law that applies, this may include repair, replacement, refund, or another remedy required or permitted by law.

We may ask for reasonable supporting information, including your order number, a description of the issue, and photos of the item and packaging, so that we can assess the claim efficiently and provide an appropriate next step.

4. How to request a return

To request a return, refund, replacement, or other after-sales review, please use the return request process available on our website or contact our returns support contact using the details set out below.

We may review the information you provide before issuing return instructions, approving a return, or confirming the next appropriate step.

To help us process your request, please include:

• your order number;
• the name used for the order;
• the email address used at checkout;
• the item or items you want to return; and
• the reason for the request, including photos where relevant.

5. Return shipping

For approved change-of-mind returns, the customer is generally responsible for arranging and paying for return shipping, unless we expressly state otherwise.

If we confirm that an item is faulty, damaged, incorrect, or otherwise eligible for a remedy under applicable law, we will provide an appropriate return arrangement where required by law. This may include a prepaid return label, reimbursement of reasonable return postage you have paid, or another suitable return method. Please keep any postage or transport receipt so that eligible reasonable return costs can be reimbursed.

Depending on the storefront and the jurisdiction involved, return shipping instructions, the party responsible for return shipping cost, and any requirement to use an approved return method may vary where permitted or required by law.

6. Australia storefront notes

For customers using this Australia storefront, our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Change-of-mind returns are separate from your rights under the Australian Consumer Law. A discretionary change-of-mind return we may choose to accept does not replace, limit, or reduce any remedy that may be available to you where goods fail to meet consumer guarantees.

If a product has a major problem, you may be entitled to choose a refund or replacement. If the problem is not major, you may be entitled to have the item repaired, replaced, or otherwise remedied within a reasonable time in accordance with applicable law.

Nothing in this Returns Policy is intended to exclude, restrict, or modify any rights or remedies that cannot lawfully be excluded under Australian law.

7. Refund timing and method

If a refund is approved, it will generally be issued to your original payment method unless another method is required by law or expressly agreed with you.

Refund processing times may vary depending on your payment provider, bank, the type of payment used at checkout, and the nature of the refund basis, including whether the refund arises from a discretionary change-of-mind return, a statutory withdrawal right, or a fault-based remedy.

Where a statutory withdrawal right or other mandatory refund right applies, refund timing and any conditions for withholding, reducing, or delaying a refund may be governed by the law that applies in the relevant destination or jurisdiction.

8. Misuse, abnormal wear, and unsupported claims

Where permitted by law, we may refuse or limit a return, refund, or replacement request if the issue results from misuse, accidental damage, abnormal wear and tear, unauthorised modification, failure to follow care instructions, or insufficient evidence of the claimed issue.

9. Contact and related policies

Support for this storefront is currently managed for Australia.

Returns contact email: support@jeviapparelstudio.com

General support email: support@jeviapparelstudio.com

Depending on the storefront and the destination country, state, province, or other jurisdiction served, we may provide additional return, refund, cancellation, or complaint-handling information where required.

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