Refunds and return policy

At Roxana, we want you to love your purchase. Our policy is designed to be fair while fully complying with the Australian Consumer Law (ACL).

1. Australian Consumer Law (ACL) – Applies to All Customers

All products come with non-excludable guarantees under the Australian Consumer Law. Goods must be of acceptable quality, fit for purpose, match their description, and be free from defects.

If an item is faulty, damaged, not as described, or does not meet a consumer guarantee:

  • Contact us promptly at Roxana.castro.store@gmail.com with photos and order details.
  • You may be entitled to a repair, replacement, or refund.
  • We will assess the issue fairly and in line with ACL requirements.
  • We will cover reasonable return shipping costs (keep receipts).

These ACL rights apply to all customers (Australia and international) and cannot be limited by our store policy. Sale items are fully covered.

2. Change of Mind Returns (Voluntary Policy)

In addition to your ACL rights, we offer a 10-day change of mind return window for most items.

  • You have 10 days from the date you receive your order to request a return.
  • Items must be returned in original condition: unworn, unused, with all tags attached, in original packaging, and with proof of purchase.
  • We reserve the right to refuse returns that do not meet these conditions.

Return Shipping (Domestic & International) For approved change of mind returns, we will cover the return shipping cost by providing a prepaid return shipping label (or reimbursing reasonable postage with receipt). This applies to both Australian and international customers.

How to start a return:

  1. Email us at Roxana.castro.store@gmail.com within 10 days of delivery. Include your order number and reason.
  2. Once approved, we will send you a return shipping label (or reimbursement instructions) and the return address:1307/91B Bridge Road, Westmead NSW 2145 Australia
  3. Please use the provided label or get prior approval before shipping. Items sent without approval may not be accepted.
  4. We recommend using tracked shipping for international returns.

International returns may take longer to reach us due to customs and distance.

3. Non-Returnable Items

The following items are generally not eligible for change of mind returns (ACL rights for faulty items still apply):

  • Gift cards
  • Items that have been worn, used, altered, or are not in original condition

4. Damaged or Faulty Items on Arrival

Please inspect your order immediately upon delivery. If the item arrives damaged, defective, or incorrect, contact us immediately at Roxana.castro.store@gmail.com with photos. We will arrange a return, exchange, or refund and cover return shipping.

5. Refund Process

  • Once we receive and inspect your return, we will notify you whether the refund has been approved.
  • Approved refunds will be processed to your original payment method within 10 business days.
  • Please allow extra time for banks or card providers (especially for international transactions).
  • If more than 15 business days have passed since approval, please contact us.

Important Note: Nothing in this policy is intended to exclude, restrict, or modify any rights you have under the Australian Consumer Law or any applicable laws in your country.

For any questions, please email us at Roxana.castro.store@gmail.com.