This Refund Policy explains how returns, refunds, and exchanges are managed at Valian & Villain. It also outlines your rights as a buyer under the Australian Consumer Law (ACL). This policy applies to all purchases made through our website.
We take reasonable steps to ensure all products meet our quality standards. It outlines the process for submitting a return or refund request.Â
The Australian Consumer Law (ACL) protects you when you buy from us. These rights take priority over our store policies. We follow these rights for every order. You may ask for a refund, repair, or replacement if:
Your item arrives broken or damaged.
Your item does not match what we displayed on the site.
We sent you the wrong item.
Your item has a manufacturing fault.
Your item does not perform as reasonably expected.Â
Store policies cannot limit your rights as a consumer. Resolutions may change depending on whether the issue is classified as a major or minor failure under the ACL.Â
We check every item before we dispatch it from our warehouse. Products can still be damaged during transit, or a fault may go unnoticed due to human error. In this case, please contact us so we can assess and resolve the issue. Signs your item may be faulty or damaged include:
A tear, scratch, or crack in the leather.
A broken zip, button, or stitch on a jacket.
A voice recorder that will not turn on or record.
A notebook with torn or missing pages.
Severe damage to the outer box that affects the product inside.
Email us within 5 to 7 days of receiving your order. Send your order number and clear photos of the issue.
We will offer a repair, replacement, or refund. You can choose your preferred solution under the ACL for major faults.
Mistakes can happen during product packaging. If we sent you the wrong jacket, notebook, or recorder, contact us within 5 to 7 days of delivery.
We will send the correct item at no cost to you. If you prefer a refund, we will process that instead.
Leather items may wear quickly. A single wear can leave crease lines, arm marks, or odour in the lining. These signs may cause your return to be declined, even within the return window.
Before returning a jacket, try it on briefly over clean clothing. Check the fit once, then remove it carefully. Do not fold the jacket tightly. Place it back in its original packaging or hang/roll it loosely to avoid creasing during transit.
Sometimes a product is not right for you. We accept change of mind returns under these conditions:
You contact us within 5 to 7 days of delivery.
The item is unused and unworn.
Leather jackets still have their original tags attached.
The item is in its original packaging.
You have proof of purchase, such as your order number.
You are responsible for the return shipping costs for change of mind returns. We recommend using a trackable shipping method. We are not responsible for items lost during return transit. We cannot issue a refund for items that do not reach us.
Once approved and received, refunds are processed within 7 to 10 business days after inspection.
To maintain hygiene, safety, and product quality, we cannot accept returns for:
A leather jacket that has been worn outside (beyond try-on).
A jacket with removed tags.
A notebook with any pages written on.
A voice recorder that has been used.
Items purchased as part of a bundle or promotional offer (unless faulty under ACL).
Gift cards.
Any item returned without approval.
Email us with the details below. We will reply within 1 to 3 business days with approval status and next steps. Do not send items back without confirmation. What to include in your email:
Your full name.
Your order number.
The name of the item.
The reason for the return.
Photos of the item and packaging.
Once your returned product/package reaches us:
We inspect the item within 7 to 10 business days.
Refunds are issued to your original payment method.
Your bank may take 5 to 7 additional business days to process the funds.
You will receive a confirmation email once the refund is completed.
We also offer exchanges for size, colour, or product changes.
Requests are processed within 5 to 7 business days.
If the new item costs more, you will need to pay the difference.
If it costs less, we will refund the difference within 7 to 10 business days.
You may request a cancellation if:
Your order has not been dispatched.
You made an error in size, colour, or quantity.
Once an order has been dispatched, cancellation is no longer possible. You must follow the return process instead.
All orders include tracking.
Check your tracking link first.
If tracking shows no updates after 7 to 10 days, contact us.
If marked delivered but not received, notify us within 5 to 7 days so we can investigate with the courier.
If you entered the wrong address, contact us immediately.
We can update it if your order has not yet been dispatched.
We cannot guarantee recovery or replacement, so please check your details carefully before checkout if your parcel has already shipped.
Sale items are still covered under the ACL. You are entitled to a repair, replacement, or refund if a faulty, damaged, or misdescribed item arrives.
Change of mind returns for sale items follow the same policy unless stated otherwise on the product page.
Have questions? Contact our support team:
Business Name: Valian & Villain
Address: Office 3648, Ground floor, 470 St Kilda Road, Melbourne VIC 3004
Facebook: Valian & Villain
Instagram: @valianandvillainn