Returns

CHANGE OF MIND:

We want you to adore your new Penyu Concept items! If your new item is not quite right, the following return options are available to you (in addition to your rights under Australian Consumer Law):

  • All full priced items purchased online can be returned for a refund, exchange or store credit. If you elect to recieve an exchange or store credit, we will also provide you with a bonus store credit equal to 10% of the price paid for returned items.
  • All other items can be returned for either an exchange or store credit. This includes items purchased on temporary promotion, items purchased with a discount or coupon code, sales items and full prices items purchased at a market day. 

Store credits are valid for 12 months.

Your new item must be returned in its original condition. This means your item must be unworn, unwashed, with its original tags and stickers. Your item must be free from any deodorant, perfume and make up residue, and any pet hair.

You must contact us to initiate your return within 14 days of receiving your order, being the date Australia Post marked your delivery as 'delivered'. Your return must be sent back within 7 days of being approved.

To return your item, please contact us via the contact page and we will provide you with a postage label. All returns are subject to a $15 return shipping and processing fee. Any shipping paid on your order is not refundable. Please pack your parcel carefully as Penyu Concept is not responsible for items that are damaged or lost in transit.

You will receive an email notification once your return is received and processed. Store credits are usually processed instantly. Refunds may take 1-2 business days to process.

FAULTY ITEMS:

Oh no! We are very sad to hear your new items is faulty and we sincerely apologise for any inconvenience caused by receiving a faulty garment. Please contact us via the contact page with images of the fault and we will work with you to resolve it as soon as possible. 

If your product is faulty, you can return it to us (free of charge). We will repair, replace, or refund. Please return your item in a clean condition.

Items which are damaged by wear and tear, accident, failure to follow care instructions, or through misuse will not be considered faulty.

Please pack your parcel carefully as Penyu Concept is not responsible for items that are damaged or lost in transit.

Our faulty items return policy only covers items for one year.