REFUNDS & EXCHANGE

EXCHANGE POLICY

For change of mind purchases, UGG Brisbane offers customers an exchange or credit note (valid for 6 months).
We will only exchange products that have been purchased from our website (www.uggbrisbane.com) or from our Brisbane City store. If you ordered from any other website, you must contact the website you purchased from directly.
The product must be returned unworn and in the original condition. If the item shows sign of wear or is damaged, a request for an exchange will be denied.
The original tags and packaging must also be returned in the original condition. Proof of purchase from UGG Brisbane must be provided. 

EXCHANGE PROCESS FOR ONLINE ORDERS:

To exchange your product, you must notify us within 14 days of purchase (either via email or directly in store).

We suggest that you try on any items you might not be sure about with the tags and labels still attached. For shoes, the box and original packaging must also be returned in its original condition. Without the original packaging, we cannot issue you an exchange or credit voucher.

Please notify us via email (uggrisbane@gmail.com) with the following information:

    • A copy of your receipt or order confirmation email
    • Your reason for requesting an exchange
    • Clear photos of the product (including a photo of the logo)
  • Once you receive the exchange confirmation email, return your product to the address listed in the email. Cost of shipping will be at your own expense. We recommend that you use tracking as we are not responsible for any items lost during transit.
  • Once we receive your product, your claim will be assessed to ensure that your returned product is in its original and re-saleable condition. 
  • The outcome of your claim will be notified to you via email (within 1-3 days once receive). If approved, you will be provided with a credit voucher with the value of the original product price. If rejected, your product will be returned back to you via post at your own expense.
  • The credit voucher can be entered at checkout when selecting your exchange product. 
Please note:
You may exchange your product to another product that is in stock and available. If the size or design you want to exchange to is out of stock, we are not required to provide you with a refund (as state in the Australian Consumer Law) but can offer you a credit note. 
If the cost of the product you wish to exchange to, is less than your original purchase, then we will issue a credit voucher for the difference, redeemable on our online store or retail store. If the cost of the replacement product is more than your original purchase, then the difference will need to be paid for. 

Credit vouchers are valid up to 6 months from the issued date. They can be redeemed online or in store (please let us know what type of credit voucher you would like). 

REFUND POLICY

In line with the Australian Consumer Law, we are not required to provide refunds for change of mind purchases. 

You can choose a refund or an exchange if an item has a major problem. This is when the item:

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description
  • doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

PROCESS FOR FAULTY PRODUCTS:

If you believe your product is faulty, you can choose to have an exchange, credit voucher or refund. 

  • Please email uggbrisbane@gmail.com with the following information:
    • A copy of your receipt or order confirmation email
    • Description of the fault
    • Clear photos of the product (including a photo of the logo)
    • Please state whether you would like a refund, credit voucher or replacement.
  • We will send a confirmation email to you within 5 business days.
  • Return your product to the return address stated clearly in the confirmation email.
  • Once received, the relevant brand will assess your claim within 5 business days.
  • You will be notified via email regarding the outcome of your claim. If your claim is approved, we will refund, provide a credit voucher or replacement of your faulty product. If your claim is rejected then your product will be returned to you via at your own expense.
Please note:
You may select a replacement product from our current range. If the cost of the replacement product is less than your original purchase, then we will issue a credit voucher for the difference, redeemable on our online store or retail store. If the cost of the replacement product is more than your original purchase, then the difference will need to be paid for. 

You will be offered a refund should there be a genuine manufacturer fault with your boots that we are unable to repair within a reasonable time frame. You may also be entitled to a refund should we be unable to offer you a suitable exchange. In either instance, your original receipt must be presented. We reserve the right to decline a refund should you change your mind, find a comparable item cheaper elsewhere, decide you do not like or have no use for the item.

Credit vouchers are valid up to 6 months from the issued date. They can be redeemed online or in store.