Refund policy
Returns & Refunds
We want you to love your Isobell&Co pieces, so please choose carefully. Due to the nature of accessories and for hygiene reasons, we do not offer returns or exchanges for change of mind or incorrect choice.
This policy does not limit your rights under the Australian Consumer Law.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement, repair, or refund if a product is faulty, unsafe, significantly different from its description, or has a major problem.
Faulty or Damaged Items
If your item arrives faulty or damaged, please contact us at admin@isobellandco.com as soon as possible with:
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your order number
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a brief description of the issue
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clear photos of the item and packaging (if applicable)
Once assessed, we’ll provide a suitable remedy in line with Australian Consumer Law. For major faults, you may choose a refund or replacement. For minor faults, we may offer a repair or replacement.
We recommend contacting us within 7 days of delivery so we can resolve the issue quickly, however all claims are assessed within a reasonable timeframe as required under consumer law.
Sale Items
Sale items are not eligible for change-of-mind returns.
All sale items are still covered under Australian Consumer Law. If a sale item is faulty or not as described, you may still be entitled to a repair, replacement, or refund.
Exchanges
We only offer exchanges where an item is confirmed to be faulty or damaged and the same item is available. If a replacement is not available, an alternative remedy will be offered in line with consumer guarantees.
Shipping & Transit
All orders are packed with care. If your item arrives damaged during transit, please contact us straight away with photos so we can assist.
For approved faulty or damaged returns, we’ll confirm return instructions via email. Shipping costs for change-of-mind returns (where applicable) are the responsibility of the customer and are non-refundable.
Refund Processing
Refunds are issued to the original payment method unless otherwise agreed.
If you haven’t received your refund:
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Check your bank account again
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Contact your credit card provider (processing times vary)
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Contact your bank
If you’ve done the above and still haven’t received your refund, please email admin@isobellandco.com