Return and Exchange Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return:
- Item(s) must be initiated for return and placed in the post within 14 days of the date your order is delivered/received.
- Item(s) were not marked “Clearance”, "Final Sale", "Sale" or “Non-Returnable” at the time of purchase unless manufacturers defects or faulty.
- Item(s) must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
- You must provide a photo of your item(s) prior to shipping so we can assess the condition.
- You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@shoppuroo.com.au and state your order number in the subject line. Please note that If your return is accepted, we’ll send you the instructions on how and where to send your package.
Your return will not be accepted if the Items are sent back to us without first requesting a return or if the items are sent back to the manufacturer.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
However, there are certain types of items that cannot be returned, such as:
- perishable goods (such as food, flowers, or plants),
- custom products (such as special orders or personalised items),
- personal care and health products (such as masks or make-up products).
- we also do not accept returns for hazardous materials, flammable liquids, or gases.
- item(s) were marked “Clearance”, "Final Sale", "Sale" or “Non-Returnable” at the time of purchase, unless faulty.
- gift cards
- downloadable software products
Please get in touch if you have questions or concerns about your specific item.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at info@shoppuroo.com.au
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@shoppuroo.com.au.
Shipping costs for returning items
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Order Amendments
Unfortunately, we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:
- Change of delivery address
- Changes to colours and sizes
- Adding or removing items
- Applying discounts
- Full order cancellations
Please ensure all details provided are full and correct at the time of order placement.
Incorrect or incomplete Order Delivery Information
Please contact us ASAP for incorrect or incomplete order delivery information. Once the shipping process has begun, we cannot change your delivery information. Please understand that we cannot be held responsible for incorrect addresses, unclaimed shipments, undeliverable addresses or any other incomplete or incorrect information provided by you.
If your undelivered parcel is returned to us and you would like us to redeliver it to you, we will ask you to cover the re-shipping costs. If you would like a refund instead, we will refund the purchase price of your product(s), the original shipping costs paid (if any) are non-refunded.