RETURNS & REFUND POLICY

This Refund Policy ("Policy") applies to all purchases of goods and services from our business unless stated otherwise.

1. CUSTOMER SATISFACTION IS OUR PRIORITY

1.1. At SOOSH, your satisfaction as our valued customer is our priority.
1.2. Under the terms of this Policy, SOOSH offers refunds, repairs and replacements of products and services under the Australian Consumer Law.
1.3. We support your rights under the Consumer Guarantees in the Australian Consumer Law, which protects consumers when they buy products and services.
1.4. If the Australian Consumer Law applies to your purchase, we cannot exclude the consumer guarantees that it provides.
1.5. If this Refund Policy is inconsistent with the Consumer Guarantees and the Australian Consumer Law, the Australian Consumer Law will prevail over our Refund Policy.
1.6. Any benefits or warranties in this Policy may apply in addition to consumer rights granted under the Australian Consumer Law.
1.7. Please read this Policy carefully before purchasing a product or service from SOOSH so that you are aware of your rights and how we manage your request for a refund if you are not satisfied with your purchase.

2. YOUR RIGHT UNDER AUSTRALIAN CONSUMER LAW

2.1. Products and services offered by our business come with guarantees that cannot be excluded under the Australian Consumer Law.
2.2. If a product or service that you purchased from us has a major failure (as defined in the Australian Consumer Law), then you may be entitled to a replacement or refund.
2.3. If a product or service that you purchased from us has a failure that does not amount to a major failure (as defined in the Australian Consumer Law), then you may be entitled to have the goods repaired or replaced.

2.4. Major failures

2.4.1. Services – If you experience a major failure with our service, you are entitled to:
a. Cancel your service contract with us, and
b. a refund for the unused portion of the service or
c. Compensation for the reduced value of the service to you.
2.4.2. Goods (products) – If you experience a major failure with a product you have purchased from us, you are entitled to choose between a refund or replacement for the product.

2.5. Minor failures

2.5.1. If you experience minor issues with a product or service that do not amount to a major failure, you are entitled to have the failure rectified within a reasonable time.
2.5.2. If rectification does not occur within a reasonable time, you are entitled to:
a. a refund for the product;
b. cancel the service contract;
c. obtain a refund for any unused portion of the product or service.

2.5.3. Where you have suffered any other reasonably foreseeable loss or damage from a failure in the product or service, you are also entitled to compensation under the Australian Consumer Law.

2.5.4. You can obtain further information about your rights from the ACCC website: https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees

3. CHANGE OF MIND

3.1. Please choose your product or service carefully.
3.2. We do not offer refunds if you change your mind or find the same product or service at a lower price elsewhere.
3.3. For hygiene and safety reasons, we do not accept returns or offer refunds for earrings purchased due to a change of mind.
3.4. We also do not accept returns for sticker or stationery items that have been opened, used, or removed from their original packaging or for any customised or made-to-order items.

4. PRODUCTS DAMAGED DURING DELIVERY

4.1. If a product you ordered is damaged during delivery, contact us as soon as possible at contact@bysoosh.com.au for further instructions.
4.2. Products damaged during delivery must be returned in the same condition as received, with the original packaging and any additional items included in the delivery.
4.3. We will organise the repair replacement with a product of equal value and type or provide a refund, provided that you contact us within 7 days from the date of delivery.
4.4. We may request photographic evidence of the damaged item, packaging, and shipping label to assist in assessing the damage and processing your request.

5. OTHER RETURNS

5.1. We may offer returns in the following circumstances:
5.1.1. Incorrect item sent.
5.2. To be eligible for a return under these circumstances, you must:
5.2.1. Contact us as soon as possible at contact@bysoosh.com.au for further instructions.
5.2.2. Returned products must be unused, in original condition, and with all packaging intact.
5.3. Any claims for return under this clause must be lodged within 7 days from the date you received the product.

6. EXCEPTIONS

6.1. Notwithstanding other provisions of this Policy, we may refuse to provide a repair, replacement or refund if:
a. You misused the product in a way that caused the issue.
b. You were made aware of issues with the product before purchase.
c. You requested a customised product or service delivered in a specific way outside our usual offering.
d. You requested alterations that were not recommended or were against our advice.
e. You were unclear or unsure about the product or service you intended to purchase.
f. Any other exception under the Australian Consumer Law applies.

7. SHIPPING COSTS FOR RETURNS

7.1. If a product fails to meet one or more Consumer Guarantees, we will cover the cost of return shipping and the shipping cost of any replacement product to you.
7.2. If the return is easily arranged or low-cost, you may be required to return the product yourself.
7.3. If the product is eligible under this Policy or the ACL, we will reimburse reasonable postage or shipping costs at our discretion.
7.4. If return shipping is difficult due to the size or weight of the item, we will arrange for collection or provide reimbursement.
7.5. If we cover shipping but later find the product is not eligible for refund, repair or replacement, you will be liable for those shipping and handling costs.

8. RESPONSE TIME

8.1. We aim to respond to and process all refund, repair, or replacement requests within 7 days of receipt.

9. RETURNING PRODUCTS

9.1. Please contact us first at contact@bysoosh.com.au to arrange a return.
9.2. Products may be returned to our address (please email us to confirm the return address, as it is a private residence).
9.3. Products must be returned with a valid tracking number to qualify for a refund or replacement.

9.4. THIRD-PARTY PRINT-ON-DEMAND PRODUCTS

9.4.1. Some products available for purchase on our website are fulfilled by a third-party print-on-demand provider.
9.4.2. In these cases, the product will be manufactured and shipped directly to you by that provider, and your order will be subject to their production, shipping, and returns policies.
9.4.3. If you wish to request a refund or replacement for a print-on-demand product, we will assist you by liaising with the provider on your behalf, but we must abide by their terms and conditions when processing your request.
9.4.4. Please contact us at contact@bysoosh.com.au for assistance with any print-on-demand product issues.

10. PROCESSING REFUNDS

10.1. Refund requests must be submitted within 30 days from the date of purchase, unless otherwise required under the Australian Consumer Law. 
10.2. Refunds will be issued using the same method as the original payment.
10.3. Proof of purchase is required.
10.4. You may be required to provide identification to process a refund or replacement.
10.5. Refunds will be processed within 7 days of approval. Note that bank processing times may delay fund clearance.

11. FORCE MAJEURE

11.1. A Force Majeure event is any event beyond our control that delays or hinders our ability to fulfil obligations under this Policy.
11.2. This includes, but is not limited to, natural disasters, war, pandemics, government regulations, or significant supply chain disruptions.
11.3. In such events, SOOSH will notify customers within 7 days and propose alternate delivery schedules or cancellations.
11.4. Where the contract is cancelled due to Force Majeure, both parties will aim to reach a fair financial resolution.

12. SHIPPING & DELIVERY

12.1..Purchases from this store will be posted from Melbourne, Australia, within 5–7 business days (for in-stock items only).
12.2. You will receive a tracking number via email once your order is booked for shipping.
Estimated delivery times:
- Australia/New Zealand: 4–11 business days
- United States: 10–20 business days
- Canada: 10–20 business days
- United Kingdom: 5–18 business days
- Europe: 5–20 business days
- Rest of the world: 14–30 business days
12.4. We strive to meet these estimates but cannot guarantee delivery times.
12.5. Import duties, taxes, and charges are not included in product or shipping costs. These are the responsibility of the buyer.
12.6. SOOSH is not liable for customs or import fees and will not falsify customs forms to avoid duties or taxes. Please check with your local customs authority for applicable charges before placing an order.

13. CONTACT US

To discuss this Policy or any refund, repairs, or replacements, please contact us by email at contact@bysoosh.com.au