2. Returns and Refund Policy
Last updated: 23 August 2026
At Sienna Melbourne, we want you to have a clear and straightforward shopping experience.
This Returns and Refund Policy explains how returns, refunds and our voluntary 30 day money back guarantee work.
This policy applies to purchases made through sienna-melbourne.com.
30 day money back guarantee
We offer a voluntary 30 day money back guarantee in addition to your rights under the Australian Consumer Law.
If you change your mind, are not happy with your order or believe something is not quite right, please contact us within 30 days of receiving your order.
To start a return request, email us at:
Please include:
- Your full name
- Your order number
- The email address used for the order
- The reason for the return
- Clear photos if the item is damaged, faulty or incorrect
- Any other details that may help us understand your request
Our customer service team will review your request and reply with the next steps.
The 30 day period does not limit any rights you may have under the Australian Consumer Law. Consumer guarantee rights may continue to apply after this period.
Return approval
Please contact us before sending an item back so we can provide the correct return instructions and address.
Change of mind returns must be approved by Sienna Melbourne by email before being sent.
If your return is approved, we will provide the return instructions and the correct return address.
Depending on the product and reason for the return, the return address may belong to one of our suppliers and may be located in China.
Items returned to an incorrect address may not be received or processed.
Return shipping costs
For approved change of mind returns, size changes or unwanted items, the customer is responsible for arranging and paying the return shipping costs.
If the approved return address is with one of our suppliers in China, the customer is responsible for arranging and paying the shipping costs to that address.
If an item is faulty, damaged, incorrect or does not meet a consumer guarantee, return shipping costs will be handled in accordance with the Australian Consumer Law.
We recommend using a tracked shipping service for all returns. Sienna Melbourne cannot confirm receipt of a change of mind return until the parcel has been received at the approved return location.
Tracking required for change of mind returns
For an approved change of mind return, the customer must provide valid return tracking details.
A refund can be processed after the returned item has been received and inspected by the supplier or approved return location.
If the returned parcel is lost during transit and delivery cannot be confirmed, we may be unable to process the change of mind refund.
This section does not limit any rights or remedies available under the Australian Consumer Law.
Condition of change of mind returns
To qualify for a change of mind return, the item must be:
- Unworn
- Unwashed
- Unused
- In its original condition
- Returned with its original tags and packaging where possible
Items showing signs of wear, washing, use, accidental damage, perfume, stains, makeup marks or alterations may not qualify for a change of mind return.
These conditions do not remove your rights if an item is faulty or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
Items that may not qualify for a change of mind return
The following items may not qualify for a change of mind return:
- Gift cards
- Final sale items where this was clearly stated before purchase
- Personal or hygiene related items
- Items that have been worn, washed or used
- Items returned without first contacting us
- Items returned outside the voluntary 30 day period
These exclusions apply only to change of mind returns. They do not limit your rights regarding faulty, damaged, unsafe, incorrect or misdescribed products under the Australian Consumer Law.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible at:
Please include your order number, a description of the issue and clear photos of the item and packaging where possible.
We will assess the issue and work with you to provide an appropriate solution.
Depending on the circumstances and the requirements of the Australian Consumer Law, the available solution may include a repair, replacement, refund or another remedy.
You do not need to keep or return the original packaging to exercise your rights regarding a faulty product.
Australian Consumer Law
Nothing in this policy excludes, restricts or limits any rights or remedies available under the Australian Consumer Law.
If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, compensation or another remedy under Australian law.
The appropriate remedy may depend on whether the problem is major or minor.
These rights apply separately from our voluntary 30 day money back guarantee and cannot be excluded by this policy.
Refund processing
Once your return has been received, inspected and approved, we will notify you by email.
Approved refunds will be returned to the original payment method unless another arrangement is agreed with you.
Please allow additional time for your bank, card issuer or payment provider to process and display the refund.
Any refund required under the Australian Consumer Law will be processed in accordance with your legal rights.
Exchanges
We may offer an exchange or another suitable solution depending on the circumstances and product availability.
To request an exchange, please contact us at:
We will review your request and let you know which options are available.
Order cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to cancel it.
If the order has already been processed or dispatched, cancellation may no longer be possible. You may still request a return after receiving the order, subject to this policy and your rights under the Australian Consumer Law.
Contact us
For questions about a return, refund, exchange or order, please contact us at:
Website:
sienna-melbourne.com