Returns & Refund Policy
This Return and Refund Policy applies to purchases made from AICHA FOOD AU PTY LTD (“AICHA FOOD,” “we,” “us,” or “our”) through our online store. We want customers to feel confident when purchasing our women’s clothing. Please review this policy before placing an order. Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot lawfully be excluded under applicable law.
1. ORDER CANCELLATIONS
You may request an order cancellation by emailing [email protected] as soon as possible after placing the order. We generally allow cancellation requests within 12 hours after checkout, but cancellation is not guaranteed. An order is successfully canceled only after you receive written confirmation from us.
We may be unable to cancel an order that has already:
Entered fulfillment processing;
Been packed;
Been transferred to a carrier; or
Been dispatched.
If an order is successfully canceled before dispatch, we will issue a full refund to the original payment method. Once an order has been dispatched, it cannot be canceled. You may request a return after receiving it, subject to the eligibility requirements in this policy. If we cancel an order because an item is unavailable or cannot be shipped within the applicable promised period, we will provide the cancellation notice and refund required by applicable law.
2. RETURN PERIOD
You may request a return within 14 calendar days after the order is delivered. To begin a return, contact [email protected] and provide:
Your order number;
The email address used during checkout;
The product you wish to return;
The reason for the return; and
Photographs where the item is damaged, defective, incorrect, or materially different from its description.
A return request is not approved until you receive return authorization and return instructions from us. After receiving authorization, you must dispatch the return within the period stated in our instructions. Unless otherwise stated, the return must be dispatched within 14 calendar days after authorization. Returns sent after the applicable period may be refused unless acceptance is required by law.
3. RETURN ELIGIBILITY
To qualify for a change-of-mind, size, color, or style return, the garment must be:
Unworn, other than a reasonable fitting;
Unwashed;
Unaltered;
Unused;
Free from damage caused after delivery;
Free from stains, makeup, deodorant, perfume, tobacco, body odor, pet hair, or other contamination;
Returned with all original tags, size labels, and hygiene liners attached;
Accompanied by proof of purchase; and
Reasonably packaged to prevent damage during return transit.
Opening the shipping package or reasonably trying on a garment does not, by itself, make it ineligible for return. Customers may try on clothing only to the extent reasonably necessary to determine fit and appearance. Wearing an item for an event, extended period, photoshoot, or other use is not considered a fitting. Original product packaging should be included where reasonably available. A return will not be rejected solely because disposable outer shipping packaging was opened or is unavailable, unless that packaging is necessary for hygiene or product protection.
4. HYGIENE-SENSITIVE AND NON-RETURNABLE ITEMS
For health and hygiene reasons, the following products may be ineligible for change-of-mind returns after their hygiene seal, protective liner, or sealed packaging has been removed:
Bodysuits;
Swimwear;
Underwear;
Hosiery;
Adhesive fashion accessories; and
Other products clearly identified as hygiene-sensitive before purchase.
The following may also be ineligible for change-of-mind returns:
Gift cards;
Personalized or made-to-order items;
Products altered at the customer’s request;
Products clearly marked “Final Sale” before purchase; and
Products damaged through misuse or failure to follow care instructions.
These exclusions do not apply to an item that is defective, damaged on arrival, incorrectly supplied, materially different from its description, or otherwise covered by a non-waivable consumer right.
5. RETURN AUTHORIZATION AND RETURN ADDRESS
Do not send a return to:
The address shown on the original shipping label;
A manufacturer;
A courier office;
Our Australian business mailing address; or
Any address not provided in our return instructions.
Approved returns must be sent to the designated return facility identified in the return-authorization email. Return locations may differ depending on the customer’s country, product, fulfillment facility, or reason for return. Unauthorized returns or returns sent to an incorrect address may be delayed, refused, lost, or returned to the sender.
6. CHANGE-OF-MIND RETURNS
A change-of-mind return includes a return because:
The customer no longer wants the product;
The customer selected the wrong size;
The customer selected the wrong color;
The garment does not suit the customer’s personal preference; or
The customer ordered the wrong item.
For an eligible change-of-mind return:
The customer is responsible for return-shipping costs;
Original shipping charges are generally non-refundable;
Priority or expedited shipping charges are generally non-refundable;
Customs duties and import taxes are generally non-refundable by us; and
No restocking fee will be charged.
If we offer a prepaid return label, its cost will be disclosed before the return is completed. Where permitted by law, the disclosed label cost may be deducted from the refund. We will not charge both a separately paid return-shipping fee and deduct the same return-label cost from the refund.
7. SIZE AND COLOR EXCHANGES
You may request a size or color exchange within the 14-day return period. Exchanges are subject to:
Product availability;
Return eligibility;
Inspection of the original garment; and
Any applicable price difference.
We cannot reserve replacement inventory while a return is in transit unless we expressly confirm otherwise. Depending on availability and location, we may process an exchange by:
Sending an available replacement after inspecting the return; or
Refunding the original item and asking you to place a new order.
For a voluntary size or color exchange, the customer may be responsible for return shipping and any new shipping charge disclosed before the exchange is confirmed. If we sent the wrong size or color, we will cover reasonable return and replacement shipping costs.
8. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order promptly after delivery. If an item is damaged, defective, incorrectly supplied, or materially different from its description, contact [email protected] as soon as reasonably possible. For faster assistance, we recommend contacting us within 7 calendar days after delivery. Failure to contact us within seven days does not waive a right that cannot lawfully be waived.
Please provide:
Your order number;
A description of the issue;
Clear photographs of the product;
Photographs of the packaging if it was damaged; and
A photograph of the shipping label where relevant.
Depending on the circumstances and applicable law, we may offer:
A replacement;
An exchange;
A repair where reasonable;
A partial refund with your agreement; or
A full refund to the original payment method.
We will cover reasonable return-shipping costs for a confirmed damaged, defective, incorrect, or materially misdescribed item. We may provide a prepaid label or reimburse an approved, reasonable return-shipping cost. Contact us before arranging the return. Do not discard a damaged item or its packaging until we confirm that they are no longer needed for inspection or a carrier claim.
9. NORMAL APPAREL CHARACTERISTICS
The following may be normal characteristics rather than defects, depending on the garment and product description:
Minor variation in color caused by screen settings or lighting;
Linen creasing;
Natural cotton slubs;
Subtle denim fading;
Minor differences in fabric grain or texture;
Reasonable measurement variation disclosed in the size guide; and
Normal wear occurring after use.
A variation may still qualify for a remedy if it is material, exceeds what was disclosed, makes the garment unfit for ordinary use, or causes the product to differ materially from its description.
10. RETURN SHIPPING
Customers should use a trackable shipping service and retain:
The shipping receipt;
Tracking number;
Carrier name; and
Proof of the return address used.
For change-of-mind returns, the customer bears the risk of loss or damage until the returned parcel reaches the designated return facility, except where applicable law provides otherwise. We are not responsible for a change-of-mind return lost because it was sent:
Without tracking;
To an unauthorized address;
Without sufficient postage;
Without required customs documentation; or
Contrary to the provided return instructions.
Do not mark returned merchandise as having no value where doing so would be inaccurate or unlawful.
11. RETURN INSPECTION
After an authorized return is delivered to the designated facility, we will inspect it to confirm:
The correct product was returned;
The return was made within the applicable period;
Tags and hygiene protections remain attached where required;
The product has not been worn beyond a reasonable fitting;
The product has not been washed, altered, or damaged; and
The return otherwise meets this policy.
We will notify you when the return has been received and whether the refund has been approved. If a return does not satisfy this policy, we will explain the reason for any denial or deduction. Where permitted by law, an ineligible product may be returned to the customer at the customer’s expense. We will obtain your agreement before charging a new shipping fee.
12. REFUND AMOUNTS
For an approved change-of-mind return, the refund generally includes the amount paid for the eligible returned product. The following are generally not refunded for a change-of-mind return:
Original shipping charges;
Expedited or Priority Shipping charges;
Return-shipping costs;
Customs duties;
Import taxes;
Brokerage fees; and
Currency-conversion or bank charges.
For a confirmed defective, damaged, incorrect, or materially misdescribed product, the refund will include amounts required by applicable law, which may include the product price and reasonable associated shipping costs. If we cannot ship an order or an item within the promised or legally required period and the order is canceled, we will refund the applicable amount to the original payment method, including shipping or other amounts required by law.
13. REFUND METHOD AND PROCESSING TIME
Approved refunds will be issued to the original payment method unless:
The original method is no longer available;
Applicable law requires another method; or
You expressly agree to receive store credit or another form of refund.
Store credit may be offered as an optional choice. It will not replace a refund to the original payment method where a monetary refund is required by law. We generally initiate an approved refund within 5–7 business days after completing the return inspection. After we initiate the refund, your bank, card issuer, or payment provider may require additional time to post it to your account. Shipping time for the returned parcel and inspection time are separate from the payment provider’s posting time.
14. LATE OR MISSING REFUNDS
If we have confirmed that a refund was issued but it has not appeared:
Review your bank or payment account again;
Check whether the refund appears as a reversal of the original transaction;
Contact your card issuer or payment provider;
Ask your bank about its refund-posting time; and
Contact us at [email protected] if the refund still cannot be located.
Please include your order number and any refund-confirmation information.
15. PARTIAL RETURNS AND PROMOTIONAL ORDERS
If you return only part of an order, the refund will be calculated based on the products returned and the terms of any promotion applied to the order. Returning an item may affect:
Bundle pricing;
Multi-buy discounts;
Free-gift eligibility;
Order-value discounts; or
Free-shipping eligibility.
We may recalculate the order to reflect the products retained, but we will not impose an undisclosed penalty or restocking fee. If a free promotional item was conditional on keeping a qualifying purchase, the promotional item may also need to be returned in unused condition. Otherwise, where permitted by law and clearly disclosed in the promotion, its stated value may be deducted from the refund.
16. FINAL-SALE ITEMS
An item is treated as Final Sale only if it was clearly identified as Final Sale on the product page or during checkout before purchase. Final-Sale items are not eligible for change-of-mind returns or exchanges. Final-Sale status does not limit remedies for products that are:
Defective;
Damaged on arrival;
Incorrectly supplied;
Materially different from their description; or
Otherwise subject to a non-waivable consumer right.
17. UNAUTHORIZED OR ABUSIVE RETURNS
We may refuse a return or restrict future return privileges where there is reasonable evidence of:
Return fraud;
Wardrobing or wearing an item before returning it;
Returning a different product;
Altering or deliberately damaging a product;
Repeated abuse of return procedures;
Use of false tracking or delivery information; or
Other unlawful conduct.
We will not restrict return rights merely because a customer makes a legitimate complaint or exercises a legal right.
18. CONTACT INFORMATION
For cancellations, returns, exchanges, damaged products, or refund questions, contact:
AICHA FOOD AU PTY LTD
Support Email: [email protected]
Business Mailing Address: 54 Wadley Street MACGREGOR QLD 4109 Australia