This Refund Policy explains how returns, refunds, exchanges, and order cancellations are handled by Valian & Villain. It applies to purchases made through our website.
We take reasonable steps to check products before dispatch. If there is a problem with your order, please contact us so we can review the issue and explain the available options.
Nothing in this policy is intended to limit your rights under the Australian Consumer Law (ACL). Where the ACL provides a consumer guarantee or remedy, those rights apply.
Your Rights Under Australian Consumer Law
The Australian Consumer Law provides consumer guarantees for products purchased from Australian businesses. Depending on the issue, you may have rights to a repair, replacement, refund, or another remedy.
Your rights may apply when:
· The item arrives damaged or faulty.
· The item does not match its description or what was shown on our website.
· You receive the wrong item.
· The product has a manufacturing fault.
· The product does not meet the consumer guarantees that apply under the ACL.
The available remedy can depend on the type and seriousness of the problem. This policy does not replace or reduce your rights under the ACL.
Faulty or Damaged Items
We check products before dispatch, but damage can sometimes occur during delivery or a fault may not be noticed before an order is sent. If you believe an item is faulty or damaged, please contact us so we can assess the issue.
Examples may include:
· A tear, scratch, or crack that is not consistent with normal use.
· A broken zip, button, or stitching issue on a jacket.
· A voice recorder that does not turn on or record as expected.
· A notebook with torn or missing pages.
· Significant packaging damage that may have affected the product.
Where possible, contact us within 5 to 7 days of receiving your order and provide your order number and clear photos of the item and packaging. This helps us assess the issue quickly. This timeframe does not limit any rights you may have under the ACL.
Depending on the circumstances and your rights under the ACL, we may offer a repair, replacement, refund, or another appropriate remedy.
Wrong Item Received
If you receive a different jacket, notebook, recorder, or other product from the one you ordered, please contact us as soon as possible.
· Provide your order number and details of the item received.
· Include clear photos if requested.
· We will review the order and arrange the appropriate next step.
Where we have sent the wrong item, we will work with you to arrange the correct item or another appropriate solution.
Leather Care Before You Return
For change of mind returns, leather items should be returned in their original condition. Try on a jacket briefly over clean clothing and avoid unnecessary wear, marks, stains, or strong odours.
· Keep original tags attached where applicable.
· Avoid folding the jacket tightly.
· Use the original packaging where possible.
· Pack the item carefully to reduce the risk of damage during return shipping.
Normal leather characteristics and reasonable handling may be considered when assessing a change of mind return.
Change of Mind Returns
If you change your mind about a purchase, we may accept a return subject to the following conditions:
· You contact us within 5 to 7 days of delivery.
· The item is unused and unworn, except for reasonable inspection or try-on.
· Leather jackets have their original tags attached where applicable.
· The item is returned in its original condition and packaging where possible.
· You can provide proof of purchase, such as your order number.
Change of mind returns are separate from rights that apply to faulty, damaged, or misdescribed products under the ACL.
Return Shipping for Change of Mind
For approved change of mind returns, the customer is responsible for return shipping costs unless otherwise agreed or required by law.
· We recommend using a trackable shipping service.
· Please keep your return tracking information until the return is completed.
· We are not responsible for items that are lost in return transit where the customer has arranged the return.
Once an approved return is received and inspected, any applicable refund will be processed within 7 to 10 business days.
Items We Cannot Accept for Change of Mind Returns
For change of mind returns, we may not accept items that have been used, worn, altered, or returned in a condition that prevents them from being resold. Examples include:
· A leather jacket that has been worn beyond a reasonable try-on.
· A jacket with removed or damaged tags where tags are required for the return.
· A notebook with writing or other use.
· A voice recorder that has been used.
· Items returned without the required return approval or information.
These conditions do not limit your rights under the ACL for products that are faulty, damaged, or otherwise covered by consumer guarantees.
Bundles, Promotional Items, and Gift Cards
Change of mind returns for bundles, promotional items, and gift cards may be subject to specific terms shown at the time of purchase.
Any rights you have under the ACL continue to apply where relevant.
How to Start a Return
Please email our support team before sending an item back. We will provide the next steps after reviewing your request.
Please include:
· Your full name.
· Your order number.
· The name of the item.
· The reason for the return.
· Photos of the item and packaging, where relevant.
We aim to respond within 1 to 3 business days. Please do not send an item back until we confirm the return instructions.
How Refunds Are Processed
After an approved return reaches us:
· We inspect the item, normally within 7 to 10 business days.
· If a refund is approved, it is generally issued to the original payment method.
· Your bank or payment provider may take additional time to show the refund.
· We will send a confirmation when the refund has been processed.
Exchanges
We may offer exchanges for size, colour, or product changes, subject to availability and the condition of the item.
· Exchange requests are normally reviewed within 5 to 7 business days.
· If the replacement item costs more, you will need to pay the difference.
· If the replacement item costs less, we will refund the difference where applicable.
Exchanges for faulty or incorrect items will be handled in accordance with the ACL and the circumstances of the order.
Order Cancellations
You may contact us as soon as possible if you want to cancel an order.
· If the order has not been dispatched, we will try to cancel it before dispatch.
· If you entered the wrong size, colour, quantity, or other order detail, contact us promptly.
Once an order has been dispatched, cancellation may no longer be possible. In that case, the return process may apply, subject to your rights under the ACL.
Missing or Delayed Parcels
Orders may include tracking information where available.
· Check the tracking link for the latest delivery information.
· If tracking has not updated for 7 to 10 days, contact us so we can review the shipment.
· If tracking shows the parcel as delivered but you have not received it, contact us within 5 to 7 days so we can investigate with the delivery provider.
Incorrect Delivery Address
If you entered an incorrect delivery address, contact us as soon as possible.
· If the order has not been dispatched, we will try to update the address.
· If the order has already been shipped, changing or recovering the parcel may not be possible.
· Please check your delivery details carefully before completing your order.
Sale and Discounted Items
Sale and discounted products remain subject to the Australian Consumer Law.
If a sale item is faulty, damaged, or does not meet the applicable consumer guarantees, your rights under the ACL still apply.
Change of mind returns for sale items follow the change of mind terms in this policy unless different terms are clearly stated on the product page.
Contact Us
If you have questions about a return, refund, exchange, or order issue, please contact our support team:
· Business Name: Valian & Villain
· Email: support@valianandvillain.com.au
· Address: Office 3648, Ground Floor, 470 St Kilda Road, Melbourne VIC 3004