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Returns Information

Returns Policy

1. Introduction
This Returns Policy applies to all purchases made on our websites. It is incorporated into our Terms and Conditions, and any capitalized terms not defined here are explained in those Terms. By accessing or using our services, you agree to comply with both the Terms and this Returns Policy.
2. Returns Protection / Return Insurance (Optional at Checkout)
Customers may choose to purchase Returns Protection at checkout for eligible orders.
Returns Protection is an optional paid add-on that provides a reduced return fee as specified at the time of purchase.
If Returns Protection is purchased:
  • It applies only to the order it is associated with
  • It must be selected at checkout and cannot be added after purchase
  • Eligibility for benefits is subject to the terms presented at checkout
  • Standard Returns Policy conditions (including excluded goods and saleable condition requirements) still apply unless otherwise stated
If Returns Protection is not purchased, standard return timeframes, fees, and conditions apply.
3. Change of Mind
Change of Mind Requirements
We understand that sometimes things just don’t work out and that’s okay. If you’ve changed your mind, you can return your item for a refund or store credit, provided the following conditions are met:
  • Your return request is submitted through the Returns Portal
  • The request is made within 14 days of delivery and complies with the return option selected.
  • You can provide satisfactory proof of purchase (if requested)
  • The item is in saleable condition (unworn, unused, with original packaging and tags attached, and seals unbroken)
  • The item is not classified as an Excluded Good (see below)
Return Options by Timeframe
  • Days 1–14 after delivery: Instant Exchange, Instant Refund, Standard Refund, or 110% Store Credit
Excluded Goods
Returns and exchanges are not accepted for the following, except in accordance with European Consumer Law:
For hygiene reasons, the following items cannot be returned:
  • Cosmetics or beauty products if the packaging has been opened or the hygienic seal removed.
  • Lingerie or swimwear if the hygienic seal has been removed.
  • Earrings if the packaging is opened or they’ve been worn.
  • Adult toys if the packaging has been opened.
4. Faulty or Defective Products
If an item is faulty, wrongly described, or otherwise breaches Australian Consumer Law, we will meet our legal obligations. This may include a refund, replacement, or covering return shipping costs.
To process a faulty item:
  • Submit a return through the Returns Portal and select 'Faulty' as the reason.
  • Upload clear images of the damage or defect.
  • Additional information may be requested for assessment.
  • If the product is confirmed defective, you may choose a replacement, refund, or store credit.
  • We will either provide a return label or instruct you on how to dispose of the item.
Note: If the item is out of stock, we may not be able to offer a replacement or exchange.
Standard Store Credit
  • Issued to your Showpo account within 48 hours of receiving returned items
  • Valid for 12 months.
  • Non-refundable once issued.
  • Can be used at checkout on future purchases.
Standard Refunds
  • Refunded to the original payment method.
  • Issued to your payment method within 48 hours of receiving returned items
  • Must be processed to the same cardholder and card.
  • May take up to 7 business days to reflect in your account.
Instant Refunds or Instant Exchanges with Refundid
  • Refunded or exchanged for a small fee
  • Receive your Refund or SC immediately
5. Return Methods
Standard Store Credit
  • Store credit will be applied to your Showpo account.
  • It may take up to 48 hours after we receive your returned items.
  • Store credits are valid for 12 months.
  • Store credits are non-refundable once applied.
  • You can check your balance in your account and apply the credit at checkout.
Refunds
  • Refunds will be returned to the original payment method.
  • The same card or account used for purchase must be used for the refund.
  • Refunds may take up to 7 business days to appear, depending on your payment provider.
6. Consumer Guarantees
This policy does not override your rights under European Consumer Law.
If you believe an item is defective or faulty:
  • You may be entitled to a refund, exchange, or repair.
  • If the item has a major failure, you may choose a refund or replacement and compensation for foreseeable loss or damage.
  • If the fault is not major, you are entitled to a repair or replacement.
  • No remedy is available if the item is damaged due to misuse.
Certain consumer laws cannot be excluded, restricted, or modified. Our liability is governed solely by the ECL, this Returns Policy, and our website Terms and Conditions.
7. Amendments
We may update this Policy at any time without prior notice. Any purchase made after an amendment will be considered acceptance of the updated Policy. Always check our latest Terms and Conditions before making a purchase.
No agent, employee, or third party is authorized to modify this Policy or the Terms and Conditions.
8. Contact Us
If you have any questions about this Returns Policy or your return, you can contact our customer service team at info_euuk@showpo.com
FAQs