Refund policy

We're a mum and daughter team and your satisfaction means everything to us. We know that sometimes things don’t work out as expected, and that’s okay – we’re here to help make it right. Below you’ll find all the details you need to understand your return options, along with your rights under Australian Consumer Law.

What You Need to Know:

• Quality Guarantee: We stand by our products with a 12-month quality guarantee against breakage under normal use.

• Hassle-Free Returns: We offer easy exchanges or refunds (excluding Clearance items), so you can shop with confidence.

• Get in Touch First: Please contact us before returning any item – don’t return to sender or send anything without emailing us at hello@sunbella.com.au.

• Clearance & Seconds: Items marked as Clearance or Seconds are final sale – we can’t accept returns for change of mind.

• We’re Human Too: If we make a mistake with your order, we’ll fix it quickly and cover postage costs.

How to return an item

1. Contact Us: To check returns eligibility and obtain the return address - email hello@sunbella.com.au 
2. Next Steps:You'll be asked to return your item: via standard Australia Post, obtain a tracking number, and send the tracking details to us via email. Once tracking is confirmed, we’ll process your exchange, store credit or refund as agreed.

To ensure a smooth returns process, please take note of the following guidelines:

• Send the tracking number.Your refund or exchange will not be processed until the tracking number is sent.
  

• Timeframe: Items must be returned within 30 days of receiving your order. 

• Condition: Returned items must be in their original condition – unworn (aside from trying on), unwashed, unaltered, and with all tags still attached / in original packaging.  

• Final Sale Items: Items marked as Clearance or Seconds, cannot be returned or exchanged unless faulty.

Exchanges  - Change of Mind / Ordered wrong size or colour
If you’ve changed your mind, ordered incorrectly, or the item wasn’t what you expected, contact us within 30 days of placing your order. We’ll happily exchange your item or provide a store credit.  Please note: return shipping costs are the responsibility of the customer in these cases.

Faulty Items
If you believe your product is faulty, please contact us within 30 days of placing your order.  To help us resolve things quickly, please include:

• Your order number

• A brief description of the issue

• Clear photos showing the fault

Once reviewed, we’ll organise a replacement as soon as possible. If the same item is no longer available, you can choose a replacement of equal value (based on the original purchase price).  If we’re unable to provide a suitable replacement, we’ll issue a refund for the item.

Incorrect or Missing Item
Our team works hard to ensure the accuracy of all orders, but mistakes can happen. If you receive an item or size that is different from what you ordered please contact us at hello@sunbella.com.auwith your Order Number, a photo of the item you received that is incorrect and the name of the product you ordered.

We'll help you get this all sorted for you as quickly as possible. 

Promotional Offers
Promotional offers or discount codes can only be used at the time of purchase and cannot be applied or refunded after an order has been placed.

Shipping Insurance
We recommend purchasing Shipping Insurance to protect your order from damage, loss, or theft.  Please be aware that delivery companies are able to provide photos of the delivery location, and if a parcel is reported as stolen we will need to report it to the police.

Additional Policy and Warranty Notes
Unless your garments are faulty, shipping and handling charges will not be refunded and we will not pay for the cost of sending the goods back to Sun Bella.

Exchanges are subject to product availability. 

Refunds will be processed within 7 business days of us receiving your product. You will be notified via email when this has been processed. Please note that your banking institution may require additional days to process and post this transaction to your account once they receive it from Sun Bella. All refunds are processed into the account used for the purchase unless otherwise stated by the customer.

For any further assistance or questions, please do not hesitate to reach out to our customer service team. We are here to help and ensure your satisfaction with our products.