Return and Refund Policy
Tala Collection
1. Your rights under the Australian Consumer Law
Our goods come with guarantees under the Australian Consumer Law (ACL) that cannot be excluded. You are entitled to a refund, repair, or replacement if:
• The product has a major problem (e.g. unsafe, significantly faulty, or not as described)
• The product is not fit for purpose and cannot be used for what you normally expect
• The product does not match the description, sample, or demonstration model
Nothing in this policy limits your rights under the ACL. Sale items, “firm sale” products, or change-of-mind decisions do not remove your entitlement to a remedy where the ACL applies.
2. Change of mind
We do not offer refunds, exchanges, or cancellations for change of mind, including if:
• You ordered the wrong size, colour, or quantity
• You simply no longer want the item
• You decide the item is not what you wanted after purchase
Once an order is placed and we have begun processing it or ordered stock from our suppliers, the order cannot be cancelled for change of mind.
Sale items are not eligible for change-of-mind returns, but this does not affect your rights if the item is faulty, not as described, unsafe, or otherwise fails to meet consumer guarantees under the ACL.
3. Eligibility for change-of-mind returns
If we agree to accept a change-of-mind return (outside of ACL requirements), the item must be:
• In the same condition as when you received it
• Unworn and unused
• With all tags attached
• In its original packaging
• With proof of purchase (e.g. order number, receipt, or email confirmation)
You must contact us before sending any item back. Items sent without prior approval will not be accepted for change-of-mind returns.
4. Restocking fee
Where we agree to accept a change-of-mind return, a restocking fee of 20% of the original purchase price will be deducted from your refund. This fee covers the costs associated with receiving, inspecting, repackaging, and restocking the returned item.
The restocking fee applies in the following circumstances:
• Change-of-mind returns accepted at our discretion
• Returns where the item was ordered in the incorrect size, colour, or quantity by the customer
• Any other discretionary return that does not arise from a product fault, misdescription, or failure to meet ACL consumer guarantees
The restocking fee does not apply where:
• The item is faulty, damaged on arrival, or not as described
• The return is required to fulfil our obligations under the Australian Consumer Law
Example: If you paid $200.00 for an item and a change-of-mind return is approved, a restocking fee of $40.00 (20%) will be deducted, and a refund of $160.00 will be issued to your original payment method.
Return shipping costs for change-of-mind returns are also the responsibility of the customer and are in addition to the restocking fee.
5. Faulty, damaged, or incorrect items
If your item is:
• Defective or faulty
• Damaged on arrival
• The wrong item
• Not as described
Please inspect your order upon receipt and contact us immediately so we can evaluate the issue and provide the appropriate remedy (refund, repair, or replacement).
For faulty items:
• We may ask for photos or additional details to assess the issue
• If the return is accepted due to a product fault, we will provide a return shipping label and instructions on where and how to send the item
• You do not need to wait for “approval” in the same way as change-of-mind returns, but you must contact us first so we can arrange the correct process
6. How to start a return
To start any return:
• Contact us at: support@talacollection.store
• Include your order number and a brief description of the issue
Wait for our response with:
• The return address (returns must only be sent to the address we provide)
• Instructions on how and where to send the package
• If applicable, a return shipping label for faulty items
Do not return the item until you receive our response.
7. Exchanges
The fastest way to ensure you get what you want is to:
• Return the item you have (if accepted)
• Once the return is accepted and processed, make a separate purchase for the new item
For faulty or incorrect items, we may offer a direct replacement instead of a return-and-rebuy process.
8. Non-returnable items
Certain types of items cannot be returned for change of mind, including:
• Custom products (e.g. special orders)
• Personalised or customised items
• Gift cards
These restrictions do not apply if the item is faulty, not as described, unsafe, or otherwise fails to meet consumer guarantees under the ACL.
9. Refund processing
If your return is approved:
• We will notify you once we’ve received and inspected your return
• If approved, you will be automatically refunded on your original payment method within 10 business days of approval
• For change-of-mind returns, the 20% restocking fee will be deducted before the refund is processed
• Please remember that your bank or credit card company may take additional time to process and post the refund
If more than 15 business days have passed since your return was approved and you haven’t received your refund, contact us at: support@talacollection.store
10. Contact us
For any return or refund questions:
• Email: support@talacollection.store
• Website: https://www.talacollection.store/policies/refund-policy
