KATAYOON MABEL
ONLINE RETURN POLICY
Please read this policy completely and carefully prior to purchasing any of our products and prior to starting the return process. Please note the following sections apply to online purchases only and no return is allowed for the items purchased in store.
Purchasing our products means you have accepted our terms & conditions. You have also accepted the possibility of a slight variation in color and size specifications. Colors may appear slightly different due to individual monitor setting.
Returns & Exchanges
We strive to offer the best online shopping experience, including fast and hassle-free returns. Please contact us within 5 days upon receiving the items to initiate the return process if you are not satisfied with your order.
1. Please contact us by sending message to sales@katayoonmabel.com.au or via our website to get in touch with our customer service team and describe the items you want to return and the reason for your return. Photographs of the fault are also welcomed and may help the response timeframe. Please include your original invoice number along with your request.
2. After you received the return confirmation from us in writing, pack your items carefully and send them through your local post office to make sure they arrive safely. The products must be packed in their original packs without any tags, labels and bags removed.
3. We aim to process the return or exchange within 14 days from receipt of your package, subject to the “Return Conditions” being satisfied.
4. Once your refund is issued, you will receive a confirmation email. Katayoon Mabel cannot refund, reimburse, cover, or otherwise be responsible for any fees not paid to Katayoonmabel.com.au. This includes any customs taxes or VAT as well as any shipping costs you may incur in the refund process, including the shipping costs with your original purchase. Refunds are issued back to the original form of payment used to purchase the order.
Return Conditions
1. Please contact us within 5 days starting from the day you have received your order, to initiate the return request process. We will do our best to process your request as soon as possible, however Katayoon Mabel reserve the right to conduct due diligence and continue communicating with the customers to better understand the reason for return and the conditions of the returning items and any other relevant details.
2. Following items cannot be returned or exchanged:
– Items purchased in store;
– Sale or discounted items, secret deals and packs;
– Lingerie, intimates, bodysuits, swimwear, activewear, bralettes, scarf and beanies
3. Returned items must be in unused condition with the original packaging, labels, tags and etc. We do not accept returned items that’s worn, damaged, washed or altered in any way. We are unable to process returns and store credits until your item is received and has been inspected by us. We inspect all return items upon receipt. Unless the product is faulty, if your returned goods are assessed as having been worn, damaged, altered, tags removed, or otherwise returned outside of the stipulated timeframe, we will notify you of this assessment and the goods will be returned to you.
4. We do not accept returned items that were sent back by you directly without contacting us and obtaining a return confirmation email from us first. Make sure to check returns with our Sales department first.
5. We do not offer Freight To Collect (FTC) service for the packages returned to us. Shipping cost for the returned packages are non-refundable. Registered Express Post shall be used for returning the items back to us.
6. We do not accept responsibility for items that are lost or damaged by your courier when being returned to us. We recommend you keep a copy of your couriers tracking number for your follow up.
7. We cannot hold items for exchange while we wait for your item to be returned.
8. Store credits are valid for 3 months from the date of issue. Please contact us to how to use your store credit in your new purchases.
9. Faulty Products
We physically inspect all the products prior to shipment, to minimise the risk of faults.
We will offer a refund, store credit or an exchange (subject to availability) on any item purchased from Katayoon Mabel if the garment has a genuine manufacturing fault and/or does not correspond with descriptions given to you in our website.
Please note any refund for a faulty garment must be credited to the original card or account used at the time of purchasing the garment.
If your preference is an exchange of product, but we do not hold stock of the same type or size, we are able to offer you a refund or a store credit to the value of the original purchase price of the garment minus shipping costs.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage; or have the goods repaired or replaced if the goods fail to be of acceptable quality and the fault does not amount to a major failure.
10. Wrong Size or Change of Mind
Subject to compliance with the above timeframes for returns, we will offer a store credit for a change of mind or for incorrect sizing; if all of following conditions are fulfilled:
- The garment has not been worn, altered and/or washed and is in pristine condition so that it can be re-sold; and
- The garment has not been damaged whilst in the customer’s possession or during delivery; and
- The customer has proof of the garment purchase; and
- The original labels and swing tags are attached to garment.
Note: ‘damage’ may include the presence of any fake tan, make up or other marks and the presence of the smell of cosmetics, perfume, deodorant, washing powder or other product and odours on the garment.
Other than faulty goods, once we receive your return and subject to the conditions above, we will issue you a store credit covering the cost of the item, excluding the shipping charges.
Return Address
Destination postal details for your return will be provided within the return confirmation email you will receive from us, upon approval of return.