Refund Policy
Cynbel Lane is committed to complying with the Australian Consumer Law (ACL) and providing clear, fair and transparent processes for refunds and returns. This Refunds and Returns Policy explains your rights and our obligations when you purchase from our online store.
This policy applies to all purchases made through the Cynbel Lane website.
1. Australian Consumer Law
Under the Australian Consumer Law, you are entitled to certain guarantees when purchasing goods.
You are entitled to a refund, replacement or repair if the goods you purchase:
Have a major failure (including being unsafe, significantly different from the description, or not fit for purpose), or
Are not of acceptable quality, and the issue cannot be fixed within a reasonable time
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.
2. What Is Considered a Major Failure?
A product is considered to have a major failure if:
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It is unsafe
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It is significantly different from the description or sample shown
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It does not do what it was said to do or what you reasonably asked for
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A reasonable consumer would not have purchased the product if they had known about the issue
In the case of a major failure, you may choose a refund or replacement.
3. Returns for Faulty or Incorrect Items
If you receive an item that is:
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Faulty or defective
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Damaged in transit
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Incorrect (not what you ordered)
Please contact us as soon as possible, and within 48 hours of delivery, with:
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Your order number
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A description of the issue
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Clear photographs of the item and packaging (where applicable)
Where a return is accepted under ACL:
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We will cover reasonable return postage costs, or
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Provide a replacement or refund, depending on the circumstances
4. Change-of-Mind Returns
Cynbel Lane is not required under Australian Consumer Law to provide refunds for change-of-mind purchases. However, at our discretion, we may offer a change-of-mind return subject to the conditions below.
Change-of-mind returns must:
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Be requested within 7 days of delivery
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Be unused, unworn and in original condition
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Include original packaging, tags and accessories
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Show no signs of wear, use or damage
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Change-of-mind returns will not be accepted for:
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Earrings or pierced jewellery (for hygiene reasons)
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Sale or clearance items
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Gift cards
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Custom, personalised or made-to-order items
Return postage for change-of-mind returns is the responsibility of the customer.
5. Refund Method
Approved refunds will be processed using the original payment method used at checkout.
Please allow:
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3–5 business days for us to process your return once received, and
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Additional time for your financial institution to finalise the refund
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Original shipping fees are non-refundable, except where required under Australian Consumer Law.
6. Exchanges
If you would like to exchange an item (subject to availability):
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Please contact us prior to returning the item
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Exchanges are subject to stock availability
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Additional postage costs may apply
7. Proof of Purchase
All returns and refund requests must be accompanied by proof of purchase, such as:
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Order confirmation email
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Receipt or transaction record
8. Gifts
If an item was purchased as a gift:
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Refunds will be issued to the original purchaser using the original payment method
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Exchanges may be offered where appropriate
9. Return Shipping
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Customers are responsible for safely packaging returned items
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We recommend using a trackable postage service for returns
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Cynbel Lane is not responsible for items lost in return transit
10. Changes to This Policy
Cynbel Lane reserves the right to update this Refunds and Returns Policy at any time. Changes will take effect immediately upon publication on our website.
We encourage customers to review this policy periodically.
11. Contact Us
If you have any questions about returns or refunds, please contact:
Cynbel Lane
Email: cynbellane@gmail.com