At Austlly, we prioritize your satisfaction and are committed to ensuring a hassle-free shopping experience. If you are not fully satisfied with your purchase, we offer a simple return and refund process. Please read the details of our policy below.
Return Policy
Return Window:
You have 30 days from the date of receiving your order to initiate a return.
Eligibility for Returns:
To qualify for a return, the following conditions must be met:
- The item must be unused and in the same condition as received.
- The item must be returned in its original packaging, including all tags, accessories, and documentation.
Non-Returnable Items:
Certain items are not eligible for return due to hygiene or personalization, including:
- Custom-made or personalized items.
- Items where packaging has been opened, such as hygiene-sensitive products.
Return Method:
Returns are accepted via mail only.
Free Return Label:
We provide a free downloadable and printable return label for all eligible returns.
How to Initiate a Return
- Contact Us:
Email us at Contact@austlly.com with your order number and reason for return.
- Receive Instructions:
Our team will provide a return authorization and detailed instructions for returning your item.
- Package the Item:
Securely package the item in its original packaging, including all accompanying materials.
- Ship the Package:
Attach the provided return label and drop off your package at the designated carrier.
Refund Policy
Inspection:
Once your returned item is received, we will inspect it to ensure it meets the eligibility criteria.
Refund Processing Time:
Approved refunds will be processed within 7 business days and credited back to your original payment method.
Shipping Costs:
- If the return is due to our error (e.g., incorrect or defective product), we will cover all shipping costs.
- In all other cases, shipping fees are non-refundable.
No Restocking Fees:
We do not charge any restocking fees for returns.
Exchange Policy
We do not offer direct exchanges at this time. If you would like a different product, please return your original purchase for a refund and place a new order.
Damaged or Defective Items
If your item arrives damaged or defective:
- Contact us immediately at Contact@austlly.com with photos and details of the issue.
- We will review your claim and provide a replacement or full refund, depending on the situation.
Summary
- Return Period: 30 days from receipt of order.
- Condition for Returns: Items must be new, unused, and in original packaging.
- Return Method: By mail, using our free return label.
- Refund Processing Time: 7 business days.
- Exchanges: Not available.
Contact Us
If you have any questions or need assistance, our team is here to help!
Opening Hours:
- Monday - Friday: 09:00 - 18:00
- Saturday - Sunday: 09:00 - 14:00
Average Response Time: 24 to 48 hours
For more ways to contact us, please visit our Contact Us page. We look forward to hearing from you!
