Refund policy

Returns Overview

At Chapter 23, we offer a curated selection of designer products sourced through trusted global partners.

Eligible items may be returned within 14 days of delivery, subject to the conditions below.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL).

Change-of-Mind Returns

Change-of-mind returns are accepted only where items:

• are returned within 14 days of delivery
• are handed to the courier within the same 14-day return window
• remain unused and unworn
• are in original condition
• have all tags attached (not removed or reattached)
• include original packaging and accompanying materials in original condition

Reasonable inspection of items is permitted.

Submitting a return request does not extend the return timeframe.
Returns that do not meet these conditions may be declined.

Faulty, Damaged or Incorrect Items

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to:

• a replacement or refund for a major failure
• a repair or replacement where goods fail to meet acceptable quality standards

If an item is believed to be faulty, damaged or incorrect, customers must contact us promptly with supporting details. We may request photographs or additional information to assess the claim.

How to Return

To request a return, contact our customer service team using your original order email and include your order number.

Once approved, follow the return instructions provided. Approved returns must be shipped within the applicable return timeframe.

Condition of Items

Returned items must be in the same condition in which they were received.

Items showing signs of wear, alteration, misuse or damage may not be accepted.

Security Tags

Certain items are delivered with security tags attached.

Returns are accepted only where the tag remains intact and attached. Items with removed or reattached tags may not be eligible for a refund.

Non-Returnable Items

Unless faulty or required under Australian Consumer Law, change-of-mind returns are not accepted for:

• final sale items
• pre-owned items
• swimwear
• lingerie
• earrings

Refunds

Processing

Returns are processed following inspection.
Approved refunds are issued within 14 business days.

Method

Refunds are issued to the original payment method. Store credit may be offered where appropriate.

Fees & Deductions

Return shipping and handling costs may apply to change-of-mind returns.
No fees apply where a return is required under Australian Consumer Law.

For international orders, customs duties, import taxes and clearance fees are non-refundable, as these charges are imposed by the destination country and are not collected by us.

If an order is returned due to unpaid duties, refusal of delivery, or failure to accept the shipment, any return shipping costs and related fees may be deducted from the refund.

Original outbound shipping costs are non-refundable for change-of-mind returns.

Delivery & Signature Requirement

Customers are responsible for accepting delivery of their parcel.

For higher-value shipments, a signature may be required upon delivery.

Where delivery is confirmed by the courier, we will assist in resolving delivery-related issues where necessary.

If Authority to Leave (ATL) is selected, customers accept responsibility once delivery is completed. ATL deliveries may be reviewed in the event of a non-delivery claim.

Nothing in this section excludes rights under Australian Consumer Law.

Address Accuracy

Customers are responsible for ensuring delivery details are accurate and complete.

Chargebacks & Disputes

If a payment dispute or chargeback is initiated for an order delivered in accordance with this policy, we reserve the right to provide supporting evidence to the payment provider, including:

• order confirmation records
• tracking and delivery confirmation
• signature confirmation (where applicable)
• verification documentation

We encourage customers to contact us directly to resolve concerns prior to initiating a dispute.