TERMS: 30-day money back, buyer pays return postage
We will happily exchange or refund your order provided the item is in the original condition with the swing tags attached. The items must not have been worn, washed or soiled in any way. Garments with embroidery cannot be returned. Postage is not refundable. Please call us before you send items back to discuss.
- Items can not be exchanged or refunded after 30 days of purchase
- Items should be returned in new condition and with original packaging and tags
- Items must not have been worn or washed
- Items with embroidery cannot be exchanged or refunded, unless issue is due to a fault by Aaron&Smith Embroidery Specialists
- Failing to include a Return/Exchange form may result in your request being declined
- All items cannot be stained or marked (Makeup/Food/Animal Fur)
- Items must have no scents (Perfume/Deodorant/Body Odour) due to health regulations
- Original and return postage is not refundable
- Incorrect Sizing– You are entitled to exchange your items to your correct size (*Please note this does not include items embroidered)
- Manufacturing Faults– You are entitled to an exchange or refund if your items are received faulty. These faults are under the discretion of our quality control team to assess before a request is accepted.
CHANGE OF MIND RETURNS
“Change of mind” includes purchases you have made in error e.g. accidentally ordered the wrong size or colour, items that don’t fit the way that you would like, or unwanted gifts.
We will accept a change of mind return provided it meets the following guidelines:
✔ Returned within 30 days of an online purchase
✔ Return with proof of purchase
✔ Item must be unworn, unwashed, unused with all original tags/labels attached
✔ Protective hygiene sticker must be in place for returns.
✔ Purchases must be returned to the Aaron and Smith store unless purchased online or through Aaron and Smith
✔ Item is not listed as an excluded item as outlined under Excluded Items (under the ‘IF YOUR ITEMS HAVE A MANUFACTURE FAULT’ Tab).
We will not accept change of mind returns on items for the following:
✘ Embroidered or Personalised Items
✘ Washed Items
✘ Worn Items
✘ Sale/Clearance Items
✘ Custom Trim Items
✘ Customer Requested Customised Items. These products include the following; ( One-off customised items: Contrast trims, Lab wear, Personalised embroidered apparel, and/or any items made specifically upon request as a custom made product as per customer specifications.)
NOTE: In the interest of hygiene, some goods cannot be returned, unless said goods have remained untouched and are in the original wrapping, or can be proven to have a manufacturers fault.
Should you change your mind regarding the unique characteristics of an item, including size or colour, said item must be returned in-store in its original condition, which includes all original packaging.
PROCESS FOR RETURNS
- Contact customer service team on (03) 59990331 to discuss your order
- Send the item back to Infectious at the address below
- Include a self-addressed prepaid mail satchel (available from Australia Post)
37 Pamplona Way, Clyde North 3978, Victoria, Australia.
We recommend sending returns via registered post, as we do not accept responsibility for lost items.
In stock items that do not require embroidery are normally shipped within 24-48 hours.
In stock items that need embroidery to take 5-7 business days to fill. Embroidery is outsourced and this is the time it takes to send out, process and receive finished garments.
FLAT RATE SHIPPING ONLY $12.95 AUSTRALIA WIDE
SHIPPING RATES & DELIVERY
- EXPRESS SHIPPING: 1-3 business days
- STANDARD SHIPPING: 2-7 business days
CUSTOMER SERVICE POLICY
Our motto is providing the customer with an exceptional level of service.
If you have any concerns, queries or feedback, you can call us on (03) 59990331 or email us at [email protected]