Refund policy

 

Returns, Refunds, and Exchange Policy

At Eve Fleur Sm@rt wear, we are committed to ensuring that you are completely satisfied with your purchase. Our returns, refunds, and exchange policy is in line with Australian Consumer Law (ACL), which provides you with certain rights for faulty products, or if the product is not as described.

Change of Mind

We understand that sometimes you may change your mind about a purchase. In accordance with Australian Consumer Law, Eve Fleur does not offer returns or exchanges for change of mind, unless otherwise stated, or where required by law. We encourage you to check your sizing and product details carefully before purchasing.

Product Appearance Disclaimer

At Eve Fleur, we strive to provide accurate and detailed product images on our website to showcase the quality and design of our collections. However, due to variations in lighting, screen settings, and the limitations of digital photography, the colors and textures of the products may appear slightly different in person compared to what is displayed online.

Please note that while we make every effort to accurately represent our products, there may be minor variations in the appearance of items due to these factors. This includes, but is not limited to, color differences, fabric texture, and stitching details. These variations do not affect the overall quality or design of the product.

We encourage customers to refer to product descriptions and size guides for a more accurate understanding of the items before making a purchase. If you have any concerns about a product, please contact our customer service team for further assistance before proceeding with your order.

Faulty or Defective Products

Within 14 days of receiving a product that is faulty, damaged, or not as described, you are entitled to a refund, replacement, or repair. Under Australian Consumer Law, we offer these remedies if the product has a major failure or is faulty upon delivery.

Major failure means:

  • The item is proven unsafe.
  • The item is significantly different from the description or sample.
  • The item is not what you ordered.
  • The product has a defect that cannot be fixed or repaired.

If you believe the product you received is faulty or defective, please contact our customer service team at info@evefleur.com with your order number and a description of the issue, along with any relevant photos if possible.

Return Process

To initiate a return for a faulty or defective product, please follow these steps:

  1. Contact our customer service team at info@evefleur.com within 7 days of receiving your order to notify us of the issue.
  2. Provide details of the problem, along with your order number and photographic evidence if applicable.
  3. We will then guide you through the return process, which may involve posting the product back to us. All related postage costs for any returns/exchanges/refunds are to be paid by the customer, unless otherwise specified. If your return is approved, we will reimburse the postage costs (not including the packaging) on the basis that you provide the actual hard copy of the postage receipt inside together with the returning product for our review. Once approved, the total postage amount will be refunded into the account used to make the purchase being returned.

Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If your return is approved, we will process a refund to the original payment method used for the purchase. 

Exchanges

We do not offer exchanges for change of mind. We can only offer exchanges for unsuitable sizes, in which once you return the product unused, all tags attached, undamaged and in it's original state and packaging, we will issue with the correct size.

If the product you wish to exchange is unavailable, we will offer you a store credit or refund, or place on back order for when the next shipment will become available as per your preference.

Non-returnable Items

Please note that the following items cannot be returned or exchanged for hygiene or safety reasons:

  • Intimate apparel (e.g., undergarments, swimwear).
  • Any items that have been used, worn, or damaged by the customer.

Shipping Costs

For faulty or defective items, return shipping costs will be covered by Eve Fleur pending approval.

Contact Us

If you have any questions or concerns regarding your return, refund, or exchange, please do not hesitate to contact our customer service team at info@evefleur.com. We are here to help!