Refunds, Returns & Exchanges Policy

1. Overview

At UGGAUS, we want every customer to feel confident when shopping with us.

This Refunds, Returns & Exchanges Policy explains how we handle change-of-mind returns, size exchanges, refunds, faulty items, damaged items and incorrect orders for purchases made through uggaus.com.au.

This policy applies to online purchases from UGGAUS and operates alongside your rights under Australian Consumer Law.

2. Your rights under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law. If a product has a major failure, you may be entitled to choose a refund or replacement. If the issue is minor, we may repair, replace or refund the product where appropriate.

You may also be entitled to a remedy if a product is faulty, unsafe, not of acceptable quality, not fit for its normal purpose, or does not match the description provided.

3. Change-of-mind returns

We accept change-of-mind returns within 30 days of delivery, provided the item meets our return conditions.

To be eligible for a change-of-mind return, the item must be:

• Unworn and unused
• Clean and free from marks, odours, pet hair or signs of wear
• In original condition
• Returned with original packaging, tags and accessories where possible
• Not washed, altered, damaged or used outdoors

For hygiene, quality and resale reasons, we may refuse a change-of-mind return if the item is not returned in suitable condition.

Change-of-mind returns are offered by UGGAUS in addition to your rights under Australian Consumer Law.

4. Exchanges

If you ordered the wrong size, colour or style, you may request an exchange within 30 days of delivery, provided the item is unused and returned in original condition.

Exchanges are subject to stock availability. If the requested replacement item is unavailable, we may offer a refund, store credit or another suitable option.

If there is a price difference between the original item and the exchange item, we will confirm the difference before processing the exchange.

5. Size exchanges

We understand that choosing the right size online can be difficult.

If your item does not fit as expected, please contact us as soon as possible. We can help arrange a size exchange if the product is unworn, clean and returned in original condition.

Before ordering, we recommend checking our Size Guide and measuring your foot length carefully. If you are between sizes, we generally recommend choosing the larger size, especially for lined boots or slippers.

6. Faulty, damaged or incorrect items

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible.

Please provide:

• Your order number
• A clear description of the issue
• Photos or videos showing the problem
• Photos of the packaging if the item arrived damaged
• Any other details that may help us assess the issue

We may ask you to return the item for assessment before a remedy is provided.

If the item is confirmed to have a fault or issue covered by Australian Consumer Law, we will provide an appropriate remedy, which may include a repair, replacement, refund or other solution required by law.

7. What is not considered a product fault?

Some changes are part of normal wear or the natural character of the materials.

The following are not usually considered product faults:

• Normal wear and tear
• Natural variation in suede, leather, sheepskin or wool
• Slight colour, grain or texture differences caused by natural materials
• Compression of wool or sheepskin lining after regular wear
• Damage caused by incorrect cleaning or care
• Damage caused by water exposure, heavy rain or excessive moisture
• Damage caused by misuse, accidental damage or improper storage
• Wear to soles, lining or outer materials from regular use
• Fit or comfort issues after the item has been worn outdoors

Please follow our Care Guide to help keep your UGGAUS footwear in the best possible condition.

8. Sale items

Sale items may be returned or exchanged for change of mind only if they meet the conditions in this policy.

This does not affect your rights under Australian Consumer Law. If a sale item is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee, you may still be entitled to a remedy.

9. Items that cannot be returned for change of mind

We may not accept change-of-mind returns or exchanges for:

• Items that have been worn or used
• Items that are dirty, marked, damaged or altered
• Items that have been washed
• Items returned without reasonable care
• Gift cards
• Personalised or customised items, if offered
• Items marked as final sale, unless required by law

This section does not apply where you are entitled to a remedy under Australian Consumer Law.

10. Return shipping costs

For change-of-mind returns and size exchanges, the customer is responsible for return shipping costs unless we agree otherwise.

For faulty, damaged or incorrect items, return shipping costs will be handled in accordance with Australian Consumer Law.

We recommend using a trackable shipping service when returning an item. UGGAUS is not responsible for returned parcels that are lost or damaged in transit before they reach us.

11. How to request a return or exchange?

Please contact us before sending anything back.

Phone: 1800 123 456
Email: info@uggaus.com.au

Please include:

• Your order number
• Your full name
• The item you would like to return or exchange
• The reason for your request
• Photos if the item is faulty, damaged or incorrect

Once your request is reviewed, we will provide return instructions. Please do not send items back without contacting us first, as this may delay processing.

12. Return assessment

Once your returned item is received, we will inspect it to confirm whether it meets the return conditions.

If the return or exchange is approved, we will process the refund, exchange or store credit according to your request and this policy.

If the return is not approved, we will contact you to explain the reason. In some cases, the item may be returned to you, and additional shipping charges may apply.

13. Refunds

Approved refunds are usually processed to the original payment method.

Refund processing times may vary depending on your bank, card provider or payment platform. Once we have processed the refund, it may take several business days for the amount to appear in your account.

Original shipping fees may not be refundable for change-of-mind returns unless required by law or approved by UGGAUS.

If your order used a discount, coupon, store credit or membership reward, your refund will be calculated based on the final amount paid.

14. Partial refunds

A partial refund may apply in some situations, including where:

• Only part of an order is returned
• A product is returned with missing packaging or accessories
• A partial refund is agreed as a suitable solution
• A remedy applies only to part of the product or order

Partial refunds will be assessed fairly and in accordance with this policy and applicable law.

15. Store credit

In some cases, we may offer store credit as an alternative to a refund or exchange.

Store credit may be used for future purchases on uggaus.com.au and may be subject to separate terms, including expiry dates or usage conditions where permitted by law.

You do not have to accept store credit where Australian Consumer Law gives you the right to a refund.

16. Orders paid with gift cards or store credit

If an order was paid using a gift card or store credit, the refund may be returned to the original gift card or issued as store credit, unless required otherwise by law.

If an order was paid using multiple payment methods, refunds may be split between those payment methods.

17. Loyalty Membership points and rewards

If an order is returned, cancelled, refunded or partially refunded, any related Loyalty Membership points, rewards or tier progress may be adjusted.

If a membership discount was applied to the original order, the refund will be based on the final amount paid after the discount.

18. Order cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will try to assist, but orders cannot always be cancelled once they have been processed, packed or dispatched.

If your order has already been shipped, you may need to follow the return process after receiving the item.

19. Incorrect delivery details

Please check your shipping address carefully before placing an order.

UGGAUS is not responsible for delays, failed delivery or lost parcels caused by incorrect or incomplete delivery information provided by the customer.

If a parcel is returned to us due to an incorrect address, failed delivery or refusal to accept delivery, additional shipping fees may apply to resend the order.

20. Lost or delayed parcels

If your parcel is delayed or appears to be lost, please contact us and we will help investigate with the delivery carrier.

Delivery times are estimates only and may be affected by courier networks, public holidays, weather, remote locations or other factors outside our control.

If a parcel is confirmed as lost by the carrier, we will work with you on a suitable solution.

21. How long the process takes?

Return and exchange processing times may vary depending on shipping time, assessment time and payment provider processing time.

As a general guide:

• Return requests are reviewed as soon as possible during business hours.
• Returned items are assessed after they arrive at our return location.
• Approved refunds are processed to the original payment method.
• Exchanges are dispatched after the returned item is approved and replacement stock is available.

We will keep you updated during the process where possible.

22. Contact us

If you have any questions about refunds, returns or exchanges, please contact UGGAUS.

Phone: 1800 123 456
Email: info@uggaus.com.au
Head Office: The Rocks, Sydney, NSW, 2795
Website: uggaus.com.au