Returns and exchanges.

Your rights under Australian Consumer Law

This policy explains how returns, refunds and exchanges work at SAVOT. It sits alongside your rights under the Australian Consumer Law and does not limit them.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The time limit, conditions and charges below apply to change of mind returns only. They do not apply to faulty items.

Change of mind returns

If you change your mind, you may return an item for a refund or an exchange. We offer this in addition to your consumer guarantees.

Time limit. Contact us within 14 days of the day your order is delivered. We will send you return instructions.

Condition. To qualify, the item must be:

• unworn, unwashed and unused
• free from marks, stains, odours, perfume, deodorant and makeup
• complete with all SAVOT tags and labels attached and intact
• in its original packaging, including any garment bag, box or accessories

A garment returned with its tags removed is treated as worn.

Inspection. We inspect every return when it arrives. We process your refund or exchange after inspection, not when the parcel is scanned. There are three outcomes:

1. The item meets the conditions. You receive a full refund of the item price, or your exchange.
2. The item needs cleaning or pressing before we can offer it again. We deduct a cleaning charge from your refund and tell you the amount before we do.
3. The item shows signs of wear, damage or tag removal. We may decline the return and send the item back to you at your cost.

Cleaning charge

If a returned item needs professional cleaning or pressing, we charge you the amount our cleaner charges us, up to 30% of the price you paid for the garment. We add no markup. We tell you the amount before we deduct it from your refund, and we show you the cleaner’s invoice.

This charge covers cleaning only. We do not charge a restocking fee, and the charge never applies to faulty items.

Exchanges

You can exchange an item for a different size or colour of the same item, subject to availability. Your first exchange on an order is free: we send the replacement at no charge. Second and later exchanges on the same order are charged at the standard postage rate for the replacement. You pay to post the original item back.

To change to a different item, return the original for a refund and place a new order.

Items not eligible for change of mind

Some items are not eligible for change of mind returns: hygiene items, personalised items, and items marked Final Sale. We say so on the product page before you order.

These exclusions do not affect your rights under the Australian Consumer Law. If an item is faulty, you are entitled to a remedy whether or not it is a hygiene item, a personalised item or marked Final Sale.

Return postage

Change of mind. You pay to post the item back. If you use a prepaid label from us, we deduct its charge from your refund. Original delivery charges are not refunded on change of mind returns. The parcel remains your responsibility until we receive it, so we recommend a tracked service and keeping your proof of postage.

Faulty items. We cover the reasonable cost of returning a faulty item.

Faulty items

If an item arrives faulty, or becomes faulty when worn and cared for as intended, contact us with your order number and clear photos of the fault. We will guide you through the next step.

• Major failure: you can choose a refund or a replacement.
• Any other fault: we choose whether to repair, replace or refund.
• Return: the item does not need its original packaging, and we cover the reasonable cost of returning it.
• Change of mind rules: the time limit, conditions and cleaning charge do not apply.

Proof of purchase

We need proof that you bought the item from us. Any of these will do:

• your order confirmation email or order number
• a receipt, paper or digital
• a card or bank statement that shows the purchase
• a clear photograph of a receipt

Refunds and timing

We aim to process each return within 5 business days of receiving it, and we email you when it is done. Refunds go to the original payment method, and can take up to 10 more business days to reach your account, depending on your bank. If you prefer, we can give you store credit instead. Store credit works like a gift card, and you can use it on a future order.

Returns made in good faith

We accept returns on trust and check them with care. We may refuse a return or a refund where we reasonably believe an item has been worn and returned, a payment or return is being misused, or the pattern of returns on an account is not made in good faith. We may also restrict change of mind returns on that account in future.

We keep a record of returns on your account, as set out in our Privacy Policy. None of this affects your rights under the Australian Consumer Law for faulty items.