At Roobaroo, we want you to be happy with your purchase. This policy explains how returns, exchanges, and refunds work. It applies in addition to your rights under the Australian Consumer Law (ACL), which gives you automatic guarantees for goods bought in Australia, including in Victoria.
1. Your Rights under Australian Consumer Law
Under the ACL, you are entitled to a repair, replacement, or refund if a product you buy from us:
- is faulty or unsafe,
- does not look or function as it is described,
- is different from the sample or description you were shown, or
- is not of acceptable quality for the price
If the problem is major, you can choose a refund or replacement. If the problem is minor, we may repair the item, or if that’s not possible, replace or refund it. Nothing in this policy limits these rights.
2. Change-of-Mind Returns (Our Store Policy)
In addition to your ACL rights, we accept change-of-mind returns provided that:
- You contact us within 30 days of receiving your
- The item is unused, unwashed, with original tags and packaging
- Certain items are not eligible for change-of-mind returns for hygiene reasons: underwear, socks, face coverings, and any item marked “Final Sale.”
Change-of-mind refunds are issued to your original payment method. Shipping fees are non- refundable unless required by law.
3. Exchanges
If you ordered the wrong size, we’re happy to exchange it if stock is available.
- If the replacement size isn’t available, we will refund you
- Exchanges follow the same condition rules as change-of-mind returns (unworn, tags attached, etc.).
4. Process for Returns
- Email support@roobaroo.com.au with your order number, photos (if faulty), and a short description of the issue.
- We’ll confirm whether your item qualifies for a return under the ACL or our change-of-mind
- We’ll provide return
- If the item is faulty, we cover return
- If it’s a change-of-mind return, you’re responsible for return
- Once we receive and inspect your item, we’ll process your refund, exchange, or repair as quickly as possible.
5. Refund Timeframes
Refunds are processed back to the original payment method. Processing time may vary depending on your bank or payment provider (usually 3–10 business days after we confirm your return).
6. Victorian Law Compliance
As a business trading in Victoria, this policy is designed to comply with the Australian Consumer Law, which forms part of the Competition and Consumer Act 2010 (Cth) and is enforced by Consumer Affairs Victoria and the Australian Competition & Consumer Commission (ACCC).
If you believe your consumer rights have not been met, you may contact:
- Consumer Affairs Victoria: vic.gov.au
- ACCC: gov.au