Refund policy

At The Broth Sisters, we take great pride in providing high-quality products and excellent customer service. We understand that sometimes things don’t go as planned, and we are here to help. Please read our refunds and returns policy carefully before making a purchase.

Change of Mind

Due to the nature of our products, we are unable to offer refunds or exchanges for a change of mind. Please choose carefully and ensure that any product you select is right for you.

Damaged, Defective, or Incorrect Items

We will replace or reimburse you for any product that arrives faulty, damaged, or incorrect. If you receive a damaged or defective product, please contact us within 48 hours of receiving your order with the following:

  • Proof of purchase (your order confirmation or receipt).

  • Photos of the damage, including:

    • The affected product.

    • The carton and packaging (if damaged).

    • The shipping label for verification.

Once verified, we will organise a replacement or refund as appropriate.

Returns Process

If a return is required, we will provide a return address. Items must be received back within 14 days of the purchase datein their original condition to be eligible for a replacement or refund.

Non-Returnable Items

  • Sale items are non-refundable unless faulty.

  • We do not accept returns or exchanges for a change of mind.

Shipping Costs for Returns

  • If we made an error (e.g., incorrect item shipped), we will cover the return shipping costs.

  • For all other returns, the customer is responsible for return shipping costs.

Refund Administration Fees

If a refund is requested after an order has been placed and paid for, a $10 administration fee may apply to cover transaction costs incurred during the refund process.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund in the case of a major product failure. However, The Broth Sisters reserves the right to decline refunds or exchanges if the fault is due to misuse or neglect.

Policy Updates

We reserve the right to update this Refunds & Returns Policy at any time. Changes will be effective immediately upon posting to our website.

For any refund or return enquiries, please contact our customer service team at hello@thebrothsisters.com.au