Return & Refund Policy

At Shaora, we want you to feel confident when shopping with us. We offer a 30-day change-of-mind return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a change-of-mind return, your item must be in the same condition in which you received it. It must be unworn, unused and unwashed, with all original tags attached and, where reasonably possible, in its original packaging. You will also need to provide proof of purchase.

Items showing signs of wear, washing, perfume, makeup, deodorant, stains, alterations or damage caused after delivery may not be accepted for a change-of-mind return.

To request a return, please contact us at support@shaora.com.

If your return is accepted, we will provide you with instructions on how and where to send your package. Please do not send your return before contacting us, as items returned without first requesting a return may not be accepted as a change-of-mind return.

Unless otherwise stated, customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges are non-refundable for change-of-mind returns, except where required by law.

For any questions regarding a return, please contact us at support@shaora.com.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Damaged, Faulty or Incorrect Items

Please inspect your order after delivery and contact us as soon as reasonably possible if your item is faulty, damaged, not as described, or if you have received the wrong item.

We will assess the item and provide an appropriate remedy in accordance with the Australian Consumer Law.

If an item has a major problem, you may be entitled to choose between a refund or replacement. If the problem is minor, we may be entitled to provide an appropriate remedy within a reasonable time.

Your rights in relation to faulty or non-compliant products are not limited by our 30-day change-of-mind return period. Consumer guarantees under Australian law apply for a reasonable period depending on the product and circumstances and cannot be removed by a store policy.

Faulty items do not need to be returned in their original packaging. We may ask you to provide reasonable proof of purchase.

If an item is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse any reasonable return postage costs you have incurred where required by law. Please keep your postage receipt.

Change-of-Mind Exceptions

The following items are not eligible for a change-of-mind return:

• Items that have been worn, washed, altered or damaged after delivery
• Items with original tags removed or missing
• Items showing signs of perfume, makeup, deodorant, stains or other signs of wear
• Personalised or made-to-order items
• Items clearly marked as final sale, where permitted by law

These exclusions apply only to change-of-mind returns and do not affect your rights under the Australian Consumer Law.

Sale Items

Items marked as final sale are not eligible for change-of-mind returns unless otherwise stated.

Sale or discounted items that are not marked as final sale remain subject to the return conditions stated in this policy.

These conditions do not affect your rights under the Australian Consumer Law. If a sale or final-sale item is faulty, damaged, not as described or otherwise fails to meet a consumer guarantee, you may still be entitled to a repair, replacement, refund or other remedy.

Australian consumer guarantee rights apply to sale and clearance items as well as full-price items.

Exchanges

If you would like a different size, colour or item, the quickest option is to return the item you have in accordance with our change-of-mind return policy and place a new order for the item you would like.

This exchange process does not affect any rights you may have under the Australian Consumer Law if an item is faulty or otherwise fails to meet a consumer guarantee.

Refunds

Once we have received and inspected your return, we will notify you and let you know whether your change-of-mind return has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank, credit card provider or payment provider may take additional time to process and display the refund in your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at support@shaora.com.

Refunds and other remedies relating to faulty or non-compliant products will be handled in accordance with the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Contact Information

Store name: Shaora

Warehouse address: 112 Ingles Street,
Port Melbourne VIC 3207, Australia

Business name: HSG Ecommerce

Kvk nr: 97914800

Business Address: Familie van der Leerstraat 141,
3075 PV, Rotterdam NL

Email: support@shaora.com

Monday to Friday: 09:00 – 17:00 (AET)
Weekends: 11:00 – 16:00 (AET)

We aim to respond to your inquiries within 24 hours.