ChicAvenue Return & Refund Policy

Effective Date: January 2026
Website: https://chicavenue.com.au/

This Return & Refund Policy (“Policy”) explains your rights and obligations when returning products purchased on https://chicavenue.com.au/ (“Site”/“Store”), including products sold through our Google Merchant Center listings. This Policy applies to orders shipped to customers in Austria, Belgium, Canada, France, Germany, New Zealand, Singapore, United Arab Emirates, United Kingdom, and United States (collectively “Covered Countries”).

This Policy is publicly accessible, clearly presented on the Site (footer, product pages, checkout, returns page), and aligns with Google Merchant Center requirements for Shopping ads and free listings. Google Help

1. General Return Rights

1.1 Return Window

  • Customers may return eligible products within 30 days from the date the order was delivered.

  • To initiate a return, you must submit a return request within this 30-day window.

This timeframe ensures compliance with common international expectations and Google Merchant Center’s minimum return window standards. Google Help

1.2 Eligible Items for Return

To be eligible for return:

  • Products must be unused, unwashed, unworn, undamaged, and in their original packaging with original tags and accessories.

  • Products without tags, packaging, or that show signs of use will not be accepted for return.

1.3 Exclusions & Special Conditions

Certain products may be non-returnable or subject to different return rules, including:

  • Hygiene-critical items (e.g., intimate apparel, earrings, beauty products, skincare, health supplements) may not be returned due to safety and hygiene concerns, unless defective at delivery.

  • Final sale or promotional clearance items may not be refundable (except where local law requires a return for defective goods).

We will clearly identify non-returnable items on their product pages.

2. Return Process

2.1 Initiating a Return

To start a return:

  1. Log into your account on the Site or use our returns portal.

  2. Locate your order and select the item(s) you wish to return.

  3. Choose a reason for the return.

  4. Submit the return request. You will receive a return authorization and instructions via email.

Returns cannot be processed without an approved return authorization.

2.2 Return Shipping

  • Customers are typically responsible for return shipping costs unless:

    • The item is defective, damaged, or incorrectly shipped.

    • Local law in the Covered Country requires that return shipping costs be covered by the seller.

Return shipping costs — if applicable — will be deducted from your refund or communicated clearly before return authorization is issued.

2.3 Condition on Arrival

Returned items must be sent back in original condition, including all packaging materials, accessories, and documentation. Items that are damaged, missing parts, or otherwise not in a resalable condition may be subject to partial refund or rejection of return.

3. Refunds & Store Credit

3.1 Refund Method

Upon receipt and inspection of the returned item(s):

  • Refunds will be issued to the original payment method used at purchase.

  • Alternatively, at our discretion, refunds may be issued as store credit in the same currency used at the time of purchase.

Refunds do not include:

  • Original shipping charges

  • Return shipping fees where applicable

  • Customs, duties, or taxes (may be refundable under local law)

3.2 Refund Timing

Refunds are typically processed within 7–14 business days after we receive the returned item(s) at our returns facility. The time until funds reflect on your account depends on your payment provider.

4. Exchanges & Replacements

Customers may request an exchange for a different size, color, or style of the same product during the return request flow if the same item is available and eligible.

5. Defective, Damaged, or Incorrect Items

5.1 Reporting Defects

If the item you received is faulty, damaged, or different from what you ordered:

  • Contact our Support Team at support@chicavenue.com.au within 7 days of receipt.

  • Provide your order number, photos of the issue, and a brief explanation.

We may offer troubleshooting, replacement, or full refund, depending on the case and local consumer protection laws.

5.2 Manufacturer Warranty

Some products (e.g., electronics) may include a manufacturer warranty. Warranty coverage is separate from this Policy and details are available in the product documentation.

6. Covered Countries — Specific Clauses

6.1 European Union (Austria, Belgium, France, Germany, UK)

Consumers in EU countries and the UK benefit from statutory rights including:

  • A cooling-off period under EU law (typically 14 days), during which you may cancel the purchase for any reason (for non-personalized goods).

  • Separate rights for defective goods that may extend beyond the return window.

Where EU or UK consumer protections exceed this Policy, the statutory rights apply.

6.2 United States & Canada

Return rights are provided as outlined above, subject to state/provincial consumer protection laws. Where applicable, we will honour legally mandated return terms.

6.3 Singapore & United Arab Emirates

Customers in these jurisdictions are entitled to returns as outlined above. Where local regulations mandate specific return terms or cooling-off rights, those will be honoured in addition to this Policy.

6.4 New Zealand

New Zealand consumer law may provide additional rights regarding faulty goods. These rights are separate and unaffected by this Policy.

7. How to Contact Us

Email: support@chicavenue.com.au
Customer Service Hours: Monday–Friday, 9:00–17:00 AEST

For questions about returns, refund status, or more details about this Policy, contact our Support Team.

8. Additional Terms

  • This Policy does not affect your statutory rights under applicable local laws.

  • This Policy is subject to change; the latest version will be posted on our Site.

  • For Google Merchant Center and Google Shopping compliance, this Policy will also be added to the Merchant Center Return Policies settings and synchronized with the Store’s feed.