Returns

What is your returns policy?

We have 3 conditions for returns.

Time:
Item(s) must be returned within 30 days of purchase; 30 starts from the date of delivery to when the returned item is received at our warehouse.

• Include proof of purchase;
• with your order number;

Change of Mind:
Item(s) must be unworn (obviously you can try it on) & unwashed and the most important part the original tags must still be attached, this includes care and size labels.

• When returning an item it must meet the following criteria:
• must include a reference to the order number.
• be in its original packaging with all boxes, bags and tags intact;
• include all accessories, manuals, certificates and warranty cards;
• include any free gifts or samples that came with it;
• not be worn, used, opened or expired; and
• be in a resalable condition.

Defects in Material or Major Manufacturing Fault:
We trust the excellent workmanship and the quality assurance of our designs so we offer a 3 month warranty from purchase date on all our products. Manufacturer defaults will be assessed on a case by case basis and we will do our best to achieve a satisfactory outcome for our customers.

We will replace or refund under warranty:

• Broken zippers;
• Defective stitching and seams;
• Damaged  or missing snaps.

Our warranty will not cover:

• Soiled or normal wear and tear;
  
• Fabrics reasonable fading, pilling or wash shrinkage;
• Not fitting or leaking due to incorrect use;
• Not following care instructions both chemical and heat damage;
• Any modification or alternation by cutting or sewing and removing of labels

Change of mind returns cannot be accepted for the following products:

• custom made, monogrammed, personalised or altered products;
• swimwear, potty training undies, and reusable nappies;
• bedding accessories (e.g. quilts, pillows, mattress protection items);
• perishable goods (e.g. sunscreen, body lotion);
• gift hampers; and
• items that are advertised as not eligible for change of mind returns, (e.g. Items marked as Final Sale).

All returns will be reimbursed to your original form of payment. Please allow 14 days to process refunds.

Shipping costs for the order and return will not be refunded. 

Return delivery address details will be shared as your return is processed.

Any items returned that don’t comply with our change of mind returns policy are unable to be refunded.

Tyoub reserve the right to deny refunds if the merchandise does not meet our returns policy requirements once assessed. If your item matches all of these conditions, you can lodge a return with us using the form below and/or via sales@tyoub.com.au

Who pays for return shipping?

In the event we have made an error or there is a defective item, we will cover all shipping costs where applicable. 

Change of mind exchange shipping is done at the customer’s own expense and we recommend you use a prepaid and traceable method to ensure safe and documented delivery. Tyoub takes no responsibility for missing incoming deliveries without proof of delivery. The original shipping charges are not refundable. 

 When will I receive my refund?

Returns sent back via standard post will take 3-7 business days to reach our warehouse. Once received, your request will be processed within 1-3 business days. You will receive notification once your return has been processed by us. If it has been longer than 5 business days please get in touch with your tracking number.   Refunds will be returned via the same method as the customer’s original payment (PayPal/Visa/MasterCard/Afterpay). Depending on your card issuer this can take up to 14 business days for funds to show in your account. 

International orders

You will not be entitled to a refund for the cost of the item or postage and handling if you do not receive your order due to one of the following:

• Your order is not collected, or
• Your order is rejected at the border, or
• Your order is returned to sender, or
• Fees or duties are not paid by you

Certain items may be restricted in your country and may be withheld at the border. We are unable to remain across these import requirements for your country and it is your responsibility to ensure that what you order will be able to clear customs.

Warranties may not apply for certain goods purchased for use outside of Australia, except where required by Australian law.

 Last updated 5 April 2024