Refund policy

Returns & Refunds Policy

At Softlight Collective, we want you to love your purchase. If you experience an issue with your order, we're here to help.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

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

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival. If your item is damaged, defective, misprinted, or you receive the wrong item, contact us within 30 days of receiving your order. See below for where we do not accept returns.

To help us resolve the issue quickly, please include:

Your order number
A description of the issue
Clear photographs showing the problem

Where appropriate, we will arrange a replacement, repair, or refund at no additional cost to you.

Change of Mind Returns

As many of our products are made to order, we do not accept returns or offer refunds for change-of-mind purchases, incorrect size selection, or buyer's remorse.

Please review product descriptions, sizing information, and product details carefully before placing your order.

Custom and Personalised Products

Customised, personalised, or specially commissioned products cannot be returned or refunded for change of mind. However, your rights under Australian Consumer Law still apply if the product is faulty, damaged, or not as described.

Surprise Boxes

Due to the nature of surprise and mystery box products, we do not accept change-of-mind returns once delivered. If an item within a surprise box is faulty or damaged, please contact us and we will work with you to resolve the issue.

Exchanges

We do not offer direct exchanges. If your item is eligible for return under this policy, we will advise you of the available remedies, which may include replacement, repair, store credit, or refund as required by Australian Consumer Law.

Refund Processing

If a refund is approved, it will be issued to your original payment method. Refunds are typically processed within 10 business days, although your bank or payment provider may require additional time for the funds to appear in your account.