Returns

Returns & Faults Policy

Quick summary:

  • Change-of-mind returns: Store credit (no fee) or refund (10% restocking fee), subject to eligibility.
  • Faulty or incorrect items: Resolved in line with Australian Consumer Law (no restocking fee).
  • Final Sale items: No change-of-mind returns (faulty items are still covered).

1) Change-of-mind returns

We totally get that sometimes something just isn’t the right fit. If you’d like to return an item due to change of mind, we can help with store credit, an exchange, or (in some cases) a refund, subject to the eligibility requirements below.

Return eligibility

  • Returns must be requested and lodged within 30 days of delivery.
  • Items must be unworn (other than trying on), unwashed, and free of stains, perfume, deodorant marks, or damage.
  • Items must be returned with original tags attached and any original packaging.
  • For hygiene reasons, the following items are not eligible for change-of-mind returns: swimwear, hair accessories, makeup/cosmetics, hats, and earrings.

Store credit (preferred option)

  • Eligible change-of-mind returns are processed as store credit (issued via our gift card/store credit system).
  • Store credit can be used on any future order (sizes, styles, or anything else on the store).
  • Store credit is valid for 3 years from the date of issue.
  • No restocking fee applies when store credit is selected.

Refunds (change-of-mind)

If you request a refund for a change-of-mind return, a 10% restocking fee applies.

Payment providers (such as Shopify Payments, Afterpay, Zip, and PayPal) may withhold or not return transaction fees when a refund is processed. The restocking fee helps cover these non-refundable processing costs and the handling involved in receiving, checking, and restocking items.

  • Refunds are assessed and may be offered at our discretion for eligible change-of-mind returns.
  • If approved, the refund amount is calculated as the returned item value less a 10% restocking fee.
  • Any original shipping costs are not refundable (unless required under Australian Consumer Law).

2) Final Sale / Clearance items

Final Sale items (including clearance, marked-down, “last chance”, or similar sale categories) are not eligible for change-of-mind returns, exchanges, or refunds.

Final Sale items are still covered if they are faulty or not as described, in line with Australian Consumer Law.

3) Faulty or incorrect items

If you receive an item that is faulty or incorrect, please contact us as soon as possible so we can resolve it quickly.

  • Email us at info@heysara.com with your order number and clear photos showing the issue.
  • In many cases, we may be able to resolve the issue from photos alone and a return may not be required.
  • If a return is required for assessment, return shipping will be covered by us (faulty/incorrect items only).

Faulty and incorrect items are resolved in line with Australian Consumer Law. This may include repair, replacement, store credit, or refund depending on the circumstances.

4) Returns process

Change-of-mind returns: The fastest way is to lodge a return request via your customer account (if available). Returns are reviewed before approval.

If you can’t access your account return option, contact us via:

Please include your order number so we can help you faster.

5) Store credit issued before 1 February 2026

Store credits issued before 1 February 2026 were issued under our previous Returns & Faults settings. These store credits remain valid for use in-store (within their validity period), but are not convertible to cash refunds.

6) Previous policy (archived)

For reference only, you can view the previous Returns & Faults Policy here: Returns & Faults Policy (Archived).

This policy is subject to change. Australian Consumer Law applies.