Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, 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.
To start a return, you can contact us at info@telcollection.com.au. Please note that returns will need to be sent to the following address:
Shop 7, 26 Orchid Avenue, Surfers Paradise QLD 4217.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@telcollection.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Hygiene and Skincare Products
For health and hygiene reasons, we are unable to accept change of mind returns on aftercare or skincare products once they have been opened or used. Unopened products in their original, sealed packaging may be returned within 30 days of delivery, in line with the return conditions above.
Your rights under the Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. If a product is faulty, damaged, not of acceptable quality, or significantly different from its description, you are entitled to a remedy (i.e. a repair, replacement or refund), regardless of whether the product has been opened. Where a failure is minor, we may offer a repair or replacement. Where a failure is major, you may choose your preferred remedy.
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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@telcollection.com.au.