Refund policy

Returns & Refunds Policy

Last updated: 19 June 2026

This Returns & Refunds Policy explains how The Good Aunty Pty Ltd handles returns, exchanges, and refunds. We want every purchase to feel like a good decision, so please take a moment to read this before you shop or lodge a return.

1. About This Policy

This Returns & Refunds Policy applies to all orders placed through www.thegoodaunty.com.au with:

The Good Aunty Pty Ltd

  • A.C.N.: 699 119 116
  • A.B.N.: 46 699 119 116
  • Registered Office: 82 Oldaker St, Devonport, TAS 7310
  • Business Location: 4/185 Victoria Square, Adelaide, South Australia

References to "we", "us", and "our" throughout this policy refer to The Good Aunty Pty Ltd.

2. No Change-of-Mind Returns

Please choose carefully before you buy. We do not accept returns or offer refunds for change of mind.

This means we cannot accept a return simply because you've changed your decision, found the item elsewhere, or no longer want or need it. We encourage you to take a moment before you order: read the product description closely, check sizes and specifications, and reach out to us if you have any questions. A little reflection up front saves disappointment later.

This policy does not affect your rights for faulty, damaged, or incorrect goods, which we cover below — and it never overrides your protections under Australian Consumer Law.

3. Eligibility for Returns

We accept returns only where an item is faulty, damaged, or incorrect. To be eligible, your return generally needs to meet a few simple conditions:

  • The issue is a genuine fault, damage, or an error in what was sent — not a change of mind.
  • You contact us within the timeframe set out in Section 4.
  • You have proof of purchase, such as your order confirmation or receipt.
  • Where possible, the item is in the condition you received it, with original packaging, tags, and labels intact.

Some products may have additional handling requirements for health, hygiene, or safety reasons — for example, intimate items or perishable goods. Where this applies, we'll make it clear on the product page. This never limits your rights for faulty or damaged goods.

4. Faulty, Damaged, or Incorrect Goods

We take great care in choosing our products and partners. Even so, things can occasionally go wrong in transit. If your item arrives faulty, damaged, or not as described, we're here to put it right.

Please contact us within 7 days of receiving your order and include:

  • your order number;
  • a clear description of the issue; and
  • photos of the fault, damage, or incorrect item, where possible.

Once we've confirmed the issue, we'll arrange a repair, replacement, or refund in line with your rights under Australian Consumer Law. For faulty, damaged, or incorrect goods, you won't be out of pocket for return shipping costs.

5. Dropshipping and How Returns Work

Because we fulfil many orders through a dropshipping model, your items may have shipped directly from our third-party suppliers or manufacturers. This shapes how returns are handled, so here's what to expect:

  • Returns may go back to the supplier. Depending on the product, we may ask you to send your item to the original supplier rather than to our business address. We'll always provide the correct return instructions and address — please don't return an item until you've heard from us.
  • Processing may take a little longer. When a return travels back to an overseas supplier, transit and inspection can add time. We'll keep you informed at each step.
  • Different items, different destinations. If your order arrived in separate parcels from different suppliers, returns for those items may need to go to different addresses.

Whoever receives the returned goods, we remain your point of contact and stay responsible to you as the seller under Australian Consumer Law.

6. How to Lodge a Return

Starting a return is straightforward. Just follow these steps:

  1. Get in touch. Contact us using the details in Section 10 within the relevant timeframe.
  1. Share the details. Tell us your order number, which item is affected, and what's gone wrong — with photos where you can.
  1. Wait for instructions. We'll review your request and send you the correct return address and any forms you need.
  1. Send it back. Package your item securely and return it using the method we've agreed.

Please don't send items back before receiving our confirmation, as this can delay or affect your return.

7. Refund Process

Once your returned item arrives and passes inspection, we'll get your refund moving. Here's how it works:

  • We'll notify you by email once we've received and reviewed your return.
  • Approved refunds are processed to your original payment method.
  • Please allow 5 to 10 business days for the refund to appear, depending on your bank or payment provider.

If a refund is delayed beyond this window, check with your payment provider first, then reach out to us and we'll help track it down. Where a return doesn't meet our policy conditions, we'll contact you to discuss the options before taking any action.

8. Exchanges

If your item arrived faulty, damaged, or incorrect and you'd prefer a different size, colour, or product, let us know when you lodge your return. Exchanges depend on stock availability and supplier capacity. If your preferred item isn't available, we'll offer you a replacement or refund instead.

9. Your Consumer Rights

Nothing in this Returns & Refunds Policy limits your rights under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded. If a product has a major fault, you are entitled to a replacement or refund, and you may be compensated for any other reasonably foreseeable loss or damage. If the fault is minor, we may choose to repair the item within a reasonable time. These rights apply regardless of which supplier dispatched your order, and they sit alongside — never instead of — the protections set out above.

10. European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

11. Contact Information

Need to start a return or ask a question? We're here to help.

The Good Aunty Pty Ltd

  • Registered Office: 82 Oldaker St, Devonport, TAS 7310
  • Business Location: 4/185 Victoria Square, Adelaide, South Australia

We aim to respond to all returns enquiries promptly.