Return & Refund policy

We offer a 30-day change-of-mind returns policy. This means you have 30 days from the date your order is delivered to request a return.

This policy is provided in addition to any rights you may have under the Australian Consumer Law.

Return eligibility

To qualify for a change-of-mind return, the item must:

Be unworn and unused
Be in its original condition
Have all original tags attached
Be returned in its original packaging
Be accompanied by valid proof of purchase

Items that do not meet these conditions may not be accepted.

Requesting a return

To request a return, please contact us at info@noosamode.com before sending the item.

Please include:

Your full name
Your order number
The email address used to place the order
The item you would like to return
The reason for your return
Clear photos if the item is damaged, faulty or incorrect

If your return request is accepted, we will provide instructions and the correct return address. Items returned without prior approval may not be accepted.

Please do not return your order to the sender address shown on the original parcel unless our customer care team specifically instructs you to do so.

For change-of-mind returns, the customer is responsible for the return shipping costs. Return shipping costs are non-refundable. We recommend using a tracked delivery service, as Noosa Mode cannot be held responsible for returns lost in transit.

Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives.

If an item is damaged, faulty, not as described or different from what you ordered, contact us promptly at info@noosamode.com. Please include your order number, a description of the issue and clear photographs.

We will review the matter and provide an appropriate remedy in accordance with the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

Non-returnable items

For change-of-mind returns, we cannot accept:

Personalised or made-to-order products
Gift cards
Items that have been worn, used, washed, altered or damaged after delivery
Items without their original tags or packaging
Sealed hygiene-sensitive items once the seal has been opened, where applicable

Please contact us before purchasing if you are unsure whether a particular item can be returned.

These exclusions do not apply where you are entitled to a remedy under the Australian Consumer Law.

Sale items

Sale items and promotional items are not eligible for a change-of-mind return unless otherwise stated on the relevant product page.

This does not affect your rights if an item is faulty, damaged, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Exchanges

We do not offer direct exchanges through our returns process.

If you would like a different size, colour or product, please request a return for the original item. Once the return has been accepted, you can place a new order separately.

This does not limit any right you may have to a replacement under the Australian Consumer Law.

Refunds

We will notify you once your return has been received and inspected and let you know whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional time to process and display the refund.

Original delivery charges are not refundable for change-of-mind returns. This does not affect any rights you may have when a product fails to meet a consumer guarantee.

If more than 15 business days have passed since we approved your refund, please contact us at info@noosamode.com.

Contact information

Email: info@noosamode.com
Store name: Noosa Mode
Legal business name: Holt Commerce
Registered business address: Bleekstraat 9, 7631 EE Ootmarsum, the Netherlands
Warehouse address: 63 Rene Street, Noosaville QLD 4566, Australia
Company number: 96279702

Customer service hours

Monday to Friday: 9:00 am–5:00 pm
Saturday and Sunday: 11:00 am–4:00 pm

All customer service hours are shown in Australian Eastern Time (AET).

If you contact us outside these hours, we’ll respond as soon as possible on the following business day.