Refund policy

1. Return and Refund Policy

Last updated: May 2026

At Tsūki, we take pride in the quality of everything we offer. Please read this policy carefully before making a purchase, as it outlines your rights and our obligations in full.

1.1 Our Commitment

We want you to be genuinely happy with your purchase. If something is not right, we encourage you to contact us and we will work with you to find a fair resolution — in accordance with both this policy and your rights under the Australian Consumer Law (ACL).

1.2 Change of Mind Returns

We are not legally required to offer refunds or exchanges for change of mind, but as a gesture of goodwill, we offer a limited change-of-mind return window under the following strict conditions:

  • The return request must be submitted within 7 days of confirmed delivery.
  • The item must be unused, unworn, unwashed, and in its original condition.
  • The item must be in its original packaging with all tags attached.
  • Proof of purchase (order number or confirmation email) must be provided.
  • The customer is responsible for all return postage costs.
  • Original shipping fees are non-refundable.
  • A store credit will be issued upon receipt and inspection of the returned item. Monetary refunds for change-of-mind returns are issued solely at our discretion.

We reserve the right to refuse a return if the item is returned in a condition that does not meet the above requirements, or if the return window has passed.

1.3 Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or is not as described, you may be entitled to a remedy under the Australian Consumer Law. In such cases:

  • Contact us within 48 hours of receiving the item at bellare902@gmail.com or 0468403001.
  • Include your order number, a clear description of the issue, and photographic evidence of the fault or damage.
  • We will assess your claim and, where applicable, offer a repair, replacement, or refund as required by law.

We are not responsible for damage caused by misuse, improper handling, failure to follow care instructions, or normal wear and tear.

1.4 How to Lodge a Return Request

To begin a return, contact us at:

📧 bellare902@gmail.com 📞 0468403001

Please include the following information:

  • Full name and order number
  • Reason for return
  • Photographs (where relevant)

Do not send items back without first receiving written authorisation from us. Unauthorised returns will not be accepted and may be returned to sender at the customer's expense.

1.5 Refund Processing

Once your return is received and inspected, we will notify you of the outcome within 3 business days. If approved:

  • Refunds will be credited to your original payment method within 5–10 business days, depending on your bank or payment provider.
  • Store credits will be issued by email within 2 business days.

Tsūki is not responsible for delays caused by financial institutions.

1.6 Exchanges

We do not offer direct exchanges. If you wish to exchange an item, you must return the original item (subject to the conditions above) and place a new order. Stock cannot be held during this process.

1.7 Non-Returnable Items

The following items are strictly non-returnable and non-refundable under any circumstances, except where required by Australian Consumer Law:

  • Items marked as "Final Sale" or purchased during a clearance event
  • Gift cards and store credits
  • Items that have been worn, washed, altered, or show signs of use
  • Items returned without prior authorisation
  • Items returned outside the return window
  • Customised or personalised items

1.8 Dispute Resolution

If you are dissatisfied with our response, you may contact the Australian Competition and Consumer Commission (ACCC) or your state's consumer protection agency for further guidance.