Refund policy

This Refund Policy explains how returns, exchanges and refunds work at Sydney Home Collective. It is a voluntary policy that sits on top of your rights under the Australian Consumer Law; nothing in it limits or excludes those rights.

1. Return period

You may return any item within 30 calendar days of the day it was delivered. The delivery date shown in the carrier's tracking is the start of the 30 days. Returns registered after 30 days are handled under the Australian Consumer Law where a fault is involved, and otherwise at our discretion.

2. Condition of returned items

For a change-of-mind return, items must be returned new and unused with their original accessories and any tags. Please inspect items carefully and keep their packaging where possible. These conditions do not limit your rights for faulty items.

3. How to register a return

Email info@sydneyhomecollective.com with your order number and the item you want to return. Support confirms the return, sends the return instructions and the return address, and tells you what to expect. Please do not send a parcel before you have this confirmation; the business address shown in our footer is our operator address, not a return destination. Once your return is registered you have 14 days to post it.

4. Exchanges

You can request an exchange for another available colour, size or option of the same item within 30 calendar days of delivery. Email us with your order number and the option you would like. Once the exchange is registered, we reserve and send the replacement without waiting for the original item to arrive back. We cover both the return postage and the delivery of the replacement. If the requested option is unavailable, we will let you know and arrange a refund under this policy.

5. Return costs

For a change-of-mind return for a refund, you pay the return postage. There is no restocking fee. For an exchange, we cover the return postage and replacement delivery. For a faulty, damaged or wrong item, we cover the return and reimburse reasonable return postage already paid once the fault or error is confirmed.

6. Refunds

Refunds are issued within 5 calendar days after we receive the returned item, to the original payment method. We email you when the refund has been issued. Your payment provider may take additional time to display the credit.

7. Order changes and cancellations

You can change or cancel an order free of charge until the parcel is handed to the carrier. Email us with your order number as early as possible. Once the carrier has the parcel, the return and exchange rules above apply.

8. Faulty items and your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item has a major failure, you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. If an item has a minor failure, we will repair or replace it within a reasonable time, or refund you if that is not possible. For a confirmed fault we also reimburse the reasonable costs of returning the item. These rights are not limited by the 30-day period, the condition requirements or the cancellation rules in this policy. To make a claim, email us with your order number and a description or photo of the problem; we respond during support hours and arrange the remedy with you.

9. Sale items and gifts

Sale items are covered by the same return conditions described in this policy. If you received an item as a gift and want to return it, the refund goes to the original purchaser's payment method; an exchange can be sent to you directly.

10. Non-returnable items

There are no product categories excluded from returns on this store. Items can be returned or exchanged under the conditions above.

11. Complaints

If you are unhappy with how a return or claim was handled, email us and mark the message as a complaint. We review it and reply within 5 business days. Australian consumers can also contact the consumer protection agency in their state or territory or the Australian Competition and Consumer Commission (ACCC) for guidance on their rights.

12. Step by step: how a return or exchange works

  1. Email us within 30 days of delivery with your order number and tell us whether you want an exchange or a refund.
  2. Support confirms your request and sends the return instructions and the return address. For an exchange, we reserve and dispatch the replacement after registration.
  3. Pack the item safely, including its parts and accessories, and post it within 14 days of confirmation. For an exchange or a faulty item we provide return instructions; you arrange the shipment and obtain the label from your chosen carrier. For a change-of-mind refund you choose the postage.
  4. Keep the postage receipt and tracking number until the return is complete.
  5. When the parcel arrives, we check it and issue your refund within 5 calendar days, or close the return for an exchange.

13. Exchange examples

Different colour or option: contact us within 30 days of delivery to request another available colour or option of the same item. We send the replacement after registering the exchange and cover the return and replacement postage. If the requested option is unavailable, we will let you know and arrange a refund under this policy.

14. Partial returns

You can return some items from an order and keep the rest. The refund covers the returned items at the price you paid. Because shipping is free on every order, there is no shipping charge to adjust, whatever you keep.

15. Return timeline at a glance

  • Return or exchange window: 30 calendar days from delivery
  • Registration: by email before posting
  • Posting deadline after confirmation: 14 days
  • Exchange: replacement sent after registration; return and replacement shipping covered by us
  • Refund: within 5 calendar days after we receive the return, to the original payment method
  • Order change or cancellation: free until the parcel is handed to the carrier

Related policies

Contact

Brand name: Sydney Home Collective
Operated by: Mumora Media LLC
Business address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States
Email: info@sydneyhomecollective.com
Support hours: Monday to Friday, 9:00 AM to 3:00 PM EST/EDT (Eastern Time)

Last updated: 27 October 2026