Returns Policy
Our Change of Mind Policy
For purchases made online, Country Road Group Outlet are happy to offer a refund or exchange for change of mind on most full price and reduced merchandise returned within 30 days from date of delivery.
Subject to the Consumer Guarantees outlined below, merchandise returned for change of mind within the above timeframes can be returned for an exchange or full refund subject to the following conditions:
- Proof of purchase is accompanied with the returned merchandise;
- The merchandise is unworn, unwashed, unused and in its original condition with all tags intact.
- For swimwear, all hygiene stickers are intact.
- Any discounts received at the time of purchase will be carried over.
Exceptions to our change of mind policy
The following items are unable to be returned or exchanged for change of mind:
- Items purchased in-store at our Country Road Group Outlet stores
- Items marked as Final Sale
- Hand and Body products, Room Sprays, Burner Oils
- Furniture
- Earrings, Hair Pieces and Hosiery
The following items will only be accepted for return or exchange in instances where all tags (and any hygiene stickers) are intact. These items must be tried on wearing full briefs.
- Swimwear
- Women's Bodysuits
Consumer Guarantees
Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any drop in value of the product (if you choose to keep it).
If you have purchased a product with a major fault, not disclosed at the time of purchase, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund.
Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.
Merchandise marked as Final Sale, seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the Final Sale, seconds or sample product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above Consumer Guarantees.
Our customer service team are unable to review any worn or used items via email or phone. All items must be physically returned either via mail or in person in-store to be processed, in accordance with the process detailed below.
Returning your purchase
How you purchased your item
Online Purchases
Returning Online Purchases In-Store: Items purchased online may be returned to a Country Road Group Outlet store (excluding the Forest Hill Outlet Store) or by post for a full refund or exchange.
Ebay Store: Items purchased online from our eBay store cannot be returned at Country Road or Country Road Outlet stores.
Items marked Final Sale cannot be returned for change of mind and may only be returned or exchanged if deemed faulty. Please contact our Customer Service Team if you believe that your Final Sale item is faulty.
In-store Purchases
Items purchased in-store are deemed Final Sale. Please note that items purchased in-store at our Country Road Group Outlet stores cannot be returned or exchanged for change of mind and may only be returned or exchanged if deemed faulty, or where the product exhibits a fault (other than a fault identified at the time of purchase).
PayPal Purchases
Orders made via PayPal may be refunded to the credit or EFTPOS card of your choice. Please note that the cardholder name must be identical to the name on the order confirmation and a form of photo identification must be presented. Please note that items marked as Final Sale cannot be returned or exchanged for change of mind and may only be returned or exchanged if deemed faulty.
How to return or exchange a purchase
At a store
- Simply show your online receipt (this was emailed to you when you placed your online order) and the credit card used for your purchase at an Outlet where our store staff will be happy to assist you. Please note that items marked as Final Sale cannot be returned for change of mind and may only be returned or exchanged if deemed faulty.
By Post
- Customers are responsible for all return postage costs for change of mind returns and exchanges.
- To return your order via post, simply complete the packing slip enclosed with your order and send it back to the below address relevant to your country along with the item(s) you wish to return.
- When returning or exchanging a faulty, damaged or incorrectly described item, Outlet will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by Outlet prior to sending goods back to us. Should you need further assistance regarding this process, please contact Outlet Customer Service.
- Please ensure your return parcel is securely packaged and both sender’s address and Outlet online return address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your return back by registered post.
- Online purchases that have previously been exchanged in store can only be returned in store and not to the below returns address.
- Please allow 10 business days from the day your parcel is delivered to our distribution centre for your return to be processed and your account to be credited. Once your return has been processed you will be notified via the email address provided with your original online order. Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.
- If exchanging via post, please return your unwanted item as above, noting the style/size you wish to exchange on the returns slip provided. The item from the original order will first be returned and a new order containing the exchanged item will be processed. We will notify you of your new order number via email once your exchange has been processed.
- Please note that items marked Final Sale cannot be returned or exchanged for change of mind and may only be returned or exchanged if deemed faulty.
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Outlet Online Returns |
Outlet Online Returns |
Online cancellations & order amendments
Unfortunately we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:
- Change of delivery address
- Changes to colours and sizes
- Adding or removing items
- Applying discounts
- Full order cancellations
Please ensure all details provided are full and correct at the time of order placement.