Returns and Exchange Policy

RETURNS AND EXCHANGE POLICY

Last Updated: 18/08/2024

At The Fifth Design, we strive to ensure your complete satisfaction with every purchase. If, for any reason, you are not satisfied with your order, we offer a flexible returns and exchange policy.

Returns Policy

You may return new and unused items within 30 days of delivery for a full refund. To be eligible for a return, items must be in their original condition, including all packaging, accessories, and tags.

• Incorrect or Defective Items: We will cover the return shipping costs if the return is due to our error (e.g., you received an incorrect or defective item). Please contact us immediately upon discovering the issue.
• Change of Mind: If you wish to return an item due to a change of mind, you are responsible for the return shipping costs.

Non-Returnable Items: Please note that the following items are not eligible for return:

• Sale or clearance items

Returns Procedure

To initiate a return, please follow these steps:

1. Contact Us: Email us at customersupport@thefifthdesign.com.au with your order number and a description of the item(s) you wish to return, including the reason for the return. If the item is defective or incorrect, please include photos.
2. Return Authorization: We will review your request and either send you a prepaid return label (if the return is due to our error) or provide our return shipping address. If you are responsible for the return shipping, we recommend using a tracked and insured shipping method, as we are not liable for lost or damaged returns.
3. Return Shipment: Pack the item securely, including a note inside the parcel with your order number and the reason for return. Ship the item back to us using the address provided.
4. Refund Processing: Once we receive the returned item at our warehouse, we will inspect it and process your refund to the original payment method. Please allow 5-10 business days for the refund to appear in your account. Shipping fees paid at the time of purchase are non-refundable.

Exchange Policy

We are happy to accept exchanges within 30 days of delivery for new and unused items.

• Incorrect or Defective Items: If the exchange is due to our error (e.g., you received an incorrect or defective item), we will cover the return shipping costs.
• Change of Mind: If you wish to exchange an item due to a change of mind, you are responsible for the return shipping costs.

Exchanges Procedure

To initiate an exchange, please follow these steps:

1. Contact Us: Email us at customersupport@thefifthdesign.com.au with your order number and a description of the item(s) you wish to exchange, including the reason for the exchange. If the item is defective or incorrect, please include photos.
2. Exchange Authorization: We will review your request and either send you a prepaid return label (if the exchange is due to our error) or provide our return shipping address. You are responsible for the return shipping costs if the exchange is due to a change of mind.
3. Exchange Shipment: Pack the item securely, including a note inside the parcel with your order number and the reason for exchange. Ship the item back to us using the address provided.
4. Processing Time: Once we receive the returned item at our warehouse, we will process the exchange and have your new order shipped within 6 business days. If the requested exchange item is out of stock, we will notify you and offer an alternative product or a refund.

Additional Information

• Refund Method: Refunds will be issued back to the original payment method used at the time of purchase. Please note that any shipping fees paid at the time of purchase are non-refundable unless the return is due to an error on our part.
• Lost or Damaged Returns: If you choose your own shipping method for returns, please ensure it is tracked and insured. We are not responsible for items lost or damaged in transit.
• Policy Changes: We reserve the right to modify this Returns and Exchange Policy at any time. Any changes will be posted on this page and will apply to orders placed after the date of the change.

If you have any questions or need further assistance, please don't hesitate to contact us at customersupport@thefifthdesign.com.au.