Exchange and Return Policy
Last updated: 28 December 2024
We want you to love your purchase! However, we understand sometimes you simply want to return your order. If for any reason you're not satisfied, we offer a 14-days Exchange and Return policy for all eligible items within Australia to select international countries.
What can be returned or exchanged?
Eligible Items:
- Full-price items & Sale items (one-time exchange for available stock or store credit)
- Incorrect or Faulty items (free return and replacement or full refund)
Ineligible Items:
- Final Sale Items (no exchange or refund)
- Store Gift Cards (no refund)
Final Sale Items: any items that are marked as "Final Sale Item" are final. They cannot be exchanged or refunded for store credit unless they are incorrect, damaged or faulty.
Store Gift Cards: all purchased store gift cards are non-refundable. They can be used to purchase products from our online store and do not have an expiration date.
Return Conditions:
- Items must be unworn, unwashed, undamaged, and have original tags attached (when applicable).
- No stains, damages, or alterations.
- No perfume or body odors.
- For hygiene reasons, intimate items such as jewelry cannot be returned or exchanged.
How to initiate an exchange or return:
- Contact our support team via support@catherinemartins.com or WhatsApp Business +61 431 287 089 within 14 days of receiving your order.
- Please provide us with your full name, order details, and reason for the return in your contact email.
- If applicable, provide clear proof of damage or error (photos).
- Once we receive your returned item and it meets our return conditions, we will process your exchange or refund as requested.
- You will receive our return shipping address in Newcastle, New South Wales (NSW), Australia, via email once your return request is approved.
Return shipping costs:
- Free return shipping: We cover return shipping costs for orders containing incorrect, damaged, or faulty items.
- Customer responsibility: You are responsible for return shipping costs for returns due to change of mind or exchanges.
- Lost or damaged returns: Catherine Martin is not liable for lost or damaged return packages. We recommend using a trackable shipping service.
Exchanges:
- Clearly indicate your desired exchange item(s) and sizes(s) when you request for an exchange.
- We will process your exchange request upon receiving your returned item(s).
-If the new exchanged item costs less than the purchased item, store credit will be issued for the difference.
- If your desired exchange item is unavailable, you will be issued with Catherine Martin's store credit. Store credit has no expiration date and can be used towards products or gift cards.
Refunds:
- Once your return is approved, we will issue a full refund to your original payment method.
- The refund will be processed within 5 business days.
- Please allow an additional 1-2 weeks for the refunded amount to appear in your account, depending on your bank's processing time.
Order cancellation:
- You may be able to cancel your order if it has not yet been processed for shipment.
- To cancel an order, please contact Customer Care via email at support@catherinemartins.com or through WhatsApp Business at +61 431 287 089 as soon as possible.
Additional Information:
- Free domestic standard shipping for all orders within Australia.
- We offer both free and paid standard international shipping for all orders to select countries. Please check our Countries We Ship To page for more details on international orders and shipping.
We appreciate your understanding! If you have any questions regarding our Exchange and Return policy, please don't hesitate to contact Customer Care at support@catherinemartin.com