Refund, Return & Shipping Policy

Expandelle — operated by AlluraEcom Questions first? We're friendly: alluraecom@gmail.com

Quick summary — Faulty item? We fix it, free — always, anywhere we ship. Changed your mind? Return within 30 days of delivery, unused with tags and original packaging, posted back within 14 days of approval. Full terms below.

1. Your statutory rights (Australian Consumer Law)

Our goods come with guarantees that cannot be excluded under 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes or limits those rights — for full-price and sale items alike.

2. Change-of-mind returns (our 30-day promise)

Change-of-mind returns are a courtesy we offer on the following terms. You may request a return within 30 days of delivery if the item is:

• unused and unworn — for hygiene reasons, bags that have been carried must be in fully resalable condition;
• in its original packaging, with tags attached;
• accompanied by your receipt or proof of purchase.

We reserve the right to decline a change-of-mind return that doesn't meet these conditions, and to decline or partially refund items returned in a condition that prevents resale. Return shipping for change-of-mind returns is at your cost, and the item is your responsibility in transit until it reaches us — please use a tracked service.

For orders delivered outside Australia, the "International orders" section below also applies.

3. Faulty, damaged, or wrong items (our cost, always)

If your item is faulty, significantly different from its description, or damaged in transit, email alluraecom@gmail.com within 30 days of delivery (a photo helps us move fast). We cover all shipping costs for faulty, wrong, or damaged items — you will never pay to return one. We'll offer a replacement or a full refund, whichever you prefer, in line with the consumer guarantees above.

4. How to start a return

Email alluraecom@gmail.com with your order number and reason. If your return is approved, we'll email you written instructions and the correct return address (12 Mitchell Street, Flagstone Qld 4280, Australia).

• Parcels sent without prior approval cannot be matched to your order and may be refused at the door — please always email first.
• Once approved, please post the item within 14 days — approvals lapse after that.

5. Inspection, refunds & payment methods

Returns are inspected within 3 business days of arrival, and we email you the outcome. Approved refunds are issued to your original payment method within 10 business days (your bank or card company may take a few extra days to post it). Where an order was paid partly or fully by gift card, the refund follows the same split.

Nothing back after 15 business days since approval? Email us and we'll chase it with a reference number.

6. Exclusions (change-of-mind only)

We can't accept change-of-mind returns on: items marked final sale at checkout, gift cards, and personalised or custom-made items. This doesn't affect your Australian Consumer Law rights if any of these are faulty.

7. Exchanges

The fastest swap: place a new order for the colour you want, and return the original for a refund — no waiting on stock transfers.

8. Delivery issues

• Parcel marked delivered but missing? Contact us within 7 days of the "delivered" scan (14 days for international shipments, where carrier claim windows differ). We'll investigate with the carrier and replace or refund confirmed lost parcels.
• Wrong or incomplete address at checkout: we ship to the address entered. If a parcel is returned to us because of an address error, we'll happily reship — new shipping at cost — or refund the item value.

9. International orders

We ship worldwide to eligible destinations. International delivery times vary by destination and customs processing; estimates at checkout are guides, not guarantees.

Duties & taxes. Prices are in USD unless stated otherwise. Any import duties, taxes, or customs fees charged by your country are your responsibility unless they were collected at checkout — where duties are collected at checkout, no further payment is due on delivery. Currency conversion amounts and fees charged by your bank are outside our control.

Parcels refused or uncollected. Parcels uncollected after attempted delivery, or refused by you (including refusal to pay applicable duties), that are returned to or abandoned with the carrier are refunded at item value less our actual shipping and handling costs — or not at all where the parcel is abandoned and unrecoverable. Faulty goods are always fully refunded.

Change-of-mind returns from outside Australia. Return postage and any import or customs charges on the return journey are at your cost — we recommend a tracked, duty-free ("returned goods") service. Where international return costs exceed the item's value, we may instead offer a refund without return; we'll always tell you first.

Faulty items overseas. For faulty, damaged, or wrong items delivered outside Australia, we refund in full (including outbound shipping) — and we may not require the item to be posted back where a photo is sufficient, saving you the return freight.

10. Fair use & general terms

• Contact before chargebacks: please email us before filing a payment dispute — we resolve almost everything same-week, and a chargeback freezes the process for both of us.
• Abuse: we may refuse service, cancel orders, or decline refunds where there is evidence of returns fraud or a pattern of abuse.
• Liability: to the maximum extent permitted by law (including Australian Consumer Law), our total liability for any order is limited to the amount you paid for it.
• Governing law: Queensland, Australia — without limiting any mandatory consumer rights.

11. European Union / UK 14-day cooling-off period

If your order ships into the European Union or the United Kingdom, you have the right to cancel or return it within 14 days of delivery, for any reason and without justification. The same condition requirements as section 2 apply (unused, tags on, original packaging, proof of purchase). We refund the item price and standard outbound shipping; return postage for cancellations is at your cost unless the item is faulty.

12. Contact

alluraecom@gmail.com — for anything at all: returns, sizing, or "will it fit my keys?"

Expandelle · 12 Mitchell Street, Flagstone Qld 4280, Australia