Refund policy
📋 Please Read Before You Request a Return
By completing a purchase on woolisi.com.au or woolisi.com, you acknowledge and agree to the terms of this Refund & Return Policy. We encourage all customers to review this policy carefully prior to placing an order.
We are a small business and each return request is reviewed individually. We always aim to find a fair resolution while protecting the integrity of our store and operations.
Quick Overview
Our Return Policy at a Glance
Requirements
Return Eligibility Conditions
To be considered eligible for a return or refund, all of the following conditions must be met at the time of your request:
Within 14 Days
Request must be submitted within 14 days of confirmed delivery date
Photo Evidence
Clear photos of the item and issue must be provided with your request
Unused & Unaltered
Item must be unused, unwashed, unworn, and in original condition
Tags & Packaging
All original tags, labels, and packaging must be intact and included
Pre-Approved Only
Returns must be approved by our team before any item is sent back
Exclusions
Non-Returnable Items
The following items and circumstances are strictly excluded from our return and refund policy:
- ✗ Change of Mind: We do not accept returns or issue refunds simply because you have changed your mind, no longer want the item, or found it cheaper elsewhere after purchase.
- ✗ Incorrect Size Ordered by Customer: If a size guide was made available on the product page and the customer ordered the wrong size, this does not qualify for a return or exchange.
- ✗ Wrong Color Selected by Customer: If a customer selects the incorrect color at the time of purchase, this is considered a customer error and does not qualify for a return, exchange, or refund. Please review your color selection carefully before completing checkout, as all color options are clearly displayed on the product page.
- ✗ Used, Worn, or Washed Items: Any item that shows signs of use, washing, wear, perfume, deodorant, or alteration will be rejected and returned to the customer.
- ✗ Sale & Discounted Items: All items purchased during sale events, with discount codes, or at a promotional price are final sale and are not eligible for return or refund unless they arrive damaged or defective.
- ✗ Personalised or Custom Items: Products that have been personalised, customised, or made to order cannot be returned or refunded unless they arrive damaged or with a manufacturing defect.
- ✗ Gift Cards: Gift cards and store credit vouchers are non-refundable and cannot be exchanged for cash.
- ✗ Missing Tags or Packaging: Items returned without original tags, labels, or packaging will not be accepted.
- ✗ Late Requests: Return or refund requests submitted after 14 days of confirmed delivery will not be accepted under any circumstances.
Step by Step
How to Start a Return
Email Us First
Send an email to care@woolisi.com.au with the subject line: "Return Request – Order #[Your Order Number]"
Include All Required Information
Your email must include:
- ✦ Your full name and order number
- ✦ The item(s) you wish to return and the reason
- ✦ Clear photos showing the issue (required for damaged/defective claims)
- ✦ Whether you prefer a refund, store credit, or exchange (subject to approval)
Wait for Our Decision
Our team will review your request and respond within 14 business days. We may request additional information or photos if needed. A return is only approved when you receive a written confirmation from us.
Ship the Item (If Applicable)
If your return is approved and a physical return is required, we will provide you with the return address. Items must be securely packaged and shipped within 7 days of receiving our approval. Items not shipped within this window will forfeit their return approval.
Your Resolution Options
Refund & Resolution Options
Where a return is approved, we will offer one of the following resolutions. The final resolution type is determined at the sole discretion of Woolisi based on the nature of the issue:
- ✦ Refunds will not include original shipping costs paid at the time of purchase unless the error was ours.
- ✦ Partial refunds may be issued where only part of an order is eligible.
- ✦ Woolisi reserves the right to refuse a refund if the returned item does not meet our return conditions upon inspection.
Shipping Costs
Return Shipping Costs
🚚 Our Error
We Cover Return Shipping
If we sent the wrong item or a defective product, Woolisi will cover the cost of return shipping by providing a prepaid label or reimbursing reasonable postage costs.
📦 All Other Cases
Customer Pays Return Shipping
In all other approved return scenarios, the cost of returning the item to us is the customer's responsibility. We recommend using a tracked postage service, as we cannot be held responsible for items lost in return transit.
We'll Make It Right
Damaged or Defective Items
We take product quality seriously. If your order arrives damaged or with a manufacturing defect, please follow these steps:
- 1 Do not use or alter the item — using the item after noticing damage may void your eligibility for a remedy.
- 2 Take clear photos of the item, the defect, and the original packaging immediately upon receipt.
- 3 Email us within 48 hours of delivery at care@woolisi.com.au with your order number, photos, and a description of the issue.
- 4 We will review and resolve your case within 14 business days with a replacement, store credit, or refund as appropriate.
Policy Integrity
Fraudulent Claims & Policy Misuse
Woolisi takes fraudulent return claims and policy abuse very seriously. The following actions may result in the permanent ban of your account, cancellation of all pending orders, and potential legal action:
- ✦ Submitting false or manipulated photos as evidence of damage or defect
- ✦ Filing a chargeback or payment dispute without first contacting us in good faith
- ✦ Claiming an item was not received when tracking confirms delivery
- ✦ Returning a used, empty, or different item than what was sent
Still Have Questions?
We're Here to Help
If you have any questions about this policy or need help with your order, please reach out. We respond within 14 business days.
Woolisi
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