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Return And Refund Policy

by culture london

Return & Refund Policy

At Culture Sydney, we want every order to arrive correctly and meet the quality standards our customers can reasonably expect.

This Return & Refund Policy is provided in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights you may have under the ACL.

CHANGE OF MIND & INCORRECT SIZE

Please choose your items and sizing carefully before placing your order.

We do not offer refunds, returns or exchanges where:

  • You selected the wrong size, colour, style or product

  • You changed your mind after ordering

  • The item does not fit due to an incorrect size selection by the customer

  • You no longer want or need the item

  • You found the item at a lower price elsewhere

  • The issue was caused by misuse, improper care or damage after delivery

Customers are responsible for reviewing the product description and available size guide before placing an order.

If the item supplied matches the size and product ordered, an incorrectly selected size is the customer's responsibility.

FAULTY, DAMAGED OR INCORRECT ITEMS

If we have made an error with your order, or the product is faulty, damaged, defective, materially different from its description, or you received an incorrect item, please contact us at info@culture-sydney.com with:

  • Your order number

  • A description of the issue

  • Clear photographs or video showing the problem where appropriate

We may assess the item before approving a remedy.

Where required under the Australian Consumer Law, we will provide an appropriate remedy, which may include a repair, replacement or refund depending on the nature and severity of the problem.

For a major problem with a product, you may be entitled to choose between a replacement or a refund in accordance with the Australian Consumer Law.

SIZING ISSUES

A sizing issue caused by the customer selecting the wrong size is not considered a product fault and does not qualify for a refund or exchange.

However, if:

  • We sent a different size from the one ordered; or

  • The product is materially inconsistent with the sizing or description provided on our website,

please contact us so we can assess the issue and provide an appropriate remedy where required.

RETURN SHIPPING

For change-of-mind or customer-error purchases, we do not accept returns unless otherwise agreed by us.

For faulty, damaged, defective or incorrectly supplied products, reasonable return shipping costs will be handled or reimbursed where required under Australian Consumer Law.

Please contact us before returning any product. Products returned without prior approval may not be accepted unless you are otherwise entitled to return the product under applicable law.

REFUNDS

Where a refund is approved or required under Australian Consumer Law, the refund will be issued to the original payment method.

Once processed, please allow approximately 5–10 business days for your bank or payment provider to make the funds available.

SALE & CLEARANCE ITEMS

We do not provide change-of-mind refunds or exchanges on sale or clearance items.

However, sale and clearance items remain covered by applicable consumer guarantees under Australian Consumer Law.

CONTACT US

For questions or concerns regarding an order, please contact:

Culture Sydney
Email: info@culture-sydney.com

We will assess each eligible claim based on the circumstances of the order and the requirements of Australian Consumer Law.