Shipping & Returns

 YOUR RIGHT TO A REFUND OF PURCHASE PRICE

You are entitled to a refund for items you purchase from Suzanne Grae if the item is:

faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or

not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or

not fit for its purpose, meaning that the item does not do what you reasonably expected it would,

AND you return the item within a reasonable time after purchase and provide Suzanne Grae with proof of purchase, such as your original Suzanne Grae tax invoice, register receipt, bank statement or packing slip (for online purchases). If you do not return the item within a reasonable time, you will not be entitled to a refund of the purchase price but you will be entitled to exchange the goods.

If you are entitled to a refund but you would prefer to exchange the item or receive a Suzanne Grae gift card of equivalent value to the item, Suzanne Grae is happy to exchange or give you the gift card instead of a refund.

SUZANNE GRAE 'CHANGE OF MIND POLICY'

Suzanne Grae is not legally obliged to give refunds of the purchase price or gift cards on items, or exchange them, simply because you have changed your mind about the purchase.

Unfortunately, underwear/comfort wear cannot be returned due to health regulations.

However, under our own Suzanne Grae 'Change of Mind Policy', if you simply change your mind we do offer a refund, exchange or gift card of value equivalent to the purchase price for most items provided that:

you return the item within 30 days from the date of purchase (or for online purchases, from the date you receive it); and

the item is unworn and in its original condition; and

all original labels and tickets are attached to the item; and

you provide an original Suzanne Grae tax invoice, register receipt, bank statement or packing slip for online purchases as proof of purchase.

Any Refunds will be credited against your original method of payment, excluding delivery charges and any promotional codes used.

FULL PRICE RETURNS

In-store purchase - Can only be returned in store. Items can be refunded, exchanged or a gift card issued with proof of purchase within 30 days. Items returned in-store without proof of purchase can only be exchanged or issued with a gift card.

Please note any online orders returned in store will not be refunded any shipping fees. 

Online purchase- Items can be returned online for a refund only or in store for an exchange or refund with your proof of purchase.

SALE ITEM RETURNS

In-store Purchase - Refunds or credit notes are not provided for the return of items purchased on sale, they can be exchanged for another item in store within 30 days of purchase.

Online Purchase - Items can be returned online for a refund only or can be returned in store for a refund or exchange.

Please note: We understand when purchasing sale items online, you do not have the opportunity to try on items, therefore this is why our online policy differs to in store in regards to purchasing sale items.

In store purchases are not able to be returned online.

AFTERPAY - IN-STORE & ONLINE

Afterpay store purchases are able to be returned in store only.  

Afterpay online orders can be returned online or in store. You will need your virtual Afterpay card on your phone wallet to receive a refund.

Please keep in mind if you provided a different credit/debit card other than your virtual Afterpay card at the time of your return in store you will still need to pay the remaining Afterpay payments as Afterpay will not be notified of the refund. 

Please note; if you wish to return your order we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.

With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days.

PROMOTION CODES

Store or Online Purchase Returned In Store: A refund/exchange will be provided in the following manner:

a) For any amount that is paid in excess of the promotional code, a refund or exchange:

b) An exchange only up to the value of the promotional code.

Online Purchase Returned Online: Unfortunately,  Promotion Codes are non-refundable, so please choose your items carefully when redeeming a promotion code on your order.

The promotion code discount amount is proportionately applied across each item purchased. The final amount refunded represents the original purchase price, less the apportioned discount amount.

All online returns are at the customers expense.

We are not able to exchange online. A refund will be processed back to your original method of payment, excluding any shipping costs and promotional discount codes used.

In-store purchases cannot be returned online and must be returned in store. If you

return your in-store purchase online, it will be returned to your address.