Refund policy

Returns & refunds

We offer a 30-day return window from delivery for eligible change-of-mind returns. Your statutory rights, including cancellation rights in the UK and Ireland and rights for faulty or misdescribed goods, apply separately.

Our 30-day change-of-mind policy

Request your return within 30 days of receiving your order. For this additional policy, pieces must be unworn and unused, with their tags and original packaging. Include your order number and the pieces you wish to return. Clear photos of each piece and its packaging help us assess the request.

Returns are sent to Australia. Contact hello@reefandrosesupport.com or use Start a return and we will email you the return address and instructions. Please contact us before posting so your parcel reaches the correct returns location.

UK and Ireland: your right to cancel

For most online purchases, you can tell us that you wish to cancel within 14 days after receiving your goods, without giving a reason. You then have a further 14 days to send them back. Email us with your order details and a clear statement that you wish to cancel; no particular form is required.

You may inspect and handle the goods as you would in a shop. Missing original packaging, photographs or prior approval do not remove your statutory cancellation rights. Where the law permits, we may reduce a refund to reflect loss of value caused by handling beyond what was necessary to establish the goods' nature, characteristics and functioning.

For a statutory cancellation, we issue the refund without undue delay and within 14 days of receiving the returned goods or evidence that you have sent them back, whichever occurs first. We refund the standard outbound delivery charge where required. Any extra amount paid for a delivery upgrade is not refundable beyond the standard delivery cost.

Return postage

Change-of-mind returns must be sent to Australia at your own expense. This includes international return postage if you are outside Australia. We email the specific return address when you contact us. Please use a secure postal service and keep proof of posting; tracked postage is recommended.

If the piece is faulty, damaged, incorrect or not as described, contact us first so we can arrange the return and cover reasonable return costs where required by law.

Refunds and exchanges

Refunds go to the original payment method. We confirm the outcome after reviewing the return, subject to the statutory refund deadlines above. Once a refund is issued, your payment provider may take 2 to 7 business days to show it in your account.

We do not offer direct exchanges. For an eligible voluntary return, you may choose store credit and place a new order. Store credit is optional where you are entitled to a refund.

Promotions, bundles and gifts

A refund reflects what was actually paid for the returned pieces after the order's promotional discounts were allocated. Free pieces do not have an additional cash refund value. The order confirmation records the amounts and discounts. A full eligible order return refunds the amount paid for that order, with delivery charges handled as described above.

Gift recipients can contact us about an eligible return for store credit. Where a refund is due, it is made to the original purchaser's payment method. Promotional gifts, mystery products and gift cards are excluded from our additional change-of-mind policy where permitted by law; this does not remove statutory rights.

Personalised and hygiene-sensitive items

Statutory cancellation exceptions can apply to goods genuinely made to your specifications or clearly personalised, and to sealed goods unsuitable for return for health or hygiene reasons once unsealed. We will explain any applicable exception before purchase. Choosing an ordinary stock colour or size does not, by itself, make an item custom-made. Faulty-goods rights still apply.

Faulty, damaged or incorrect goods

Contact us as soon as you notice an issue, with your order number and helpful photos if available. Keep the item while we arrange the next steps. We do not require the original packaging to consider your legal rights, and the additional 30-day return policy or 90-day manufacturing warranty does not limit those rights.

Cancellation notice

You can copy this wording into an email: “I wish to cancel my order for the following goods: [pieces]. Order number: [number]. Ordered on: [date]. Received on: [date]. Name: [name]. Address: [address]. Date of notice: [date].” Using this wording is optional.

Need help?

Email hello@reefandrosesupport.com. This policy is additional to rights under Australian Consumer Law and the applicable consumer laws of your country. Nothing here limits rights or remedies that cannot lawfully be excluded.