Return Policy

RETURN POLICY

We want you to be completely happy and totally in love with your purchase from Fluro Sugar. In the event that an item needs to be returned or exchanged, we want to make it as easy as possible for you.

If your item is the wrong size, it doesn't suit you or you are not happy with your item in anyway please contact us to organise a store credit or return of item: admin@flurosugar.com.au DO NOT just send your item back to us before you contact us. 

**PLEASE NOTE: ALL Sale items are considered a FINAL SALE. They are not able to be returned for refund/exchange/store credit for change of mind/item not fitting.

We do highly recommend that all customers double check the size chart for their purchase item before placing an order. Size charts can be found on each product. If you are still not sure on the size of an item before purchase please contact us and we will be happy to assist you.

Return terms and conditions:

  • By law we are not required to accept returns for a change of mind or in situations where the product doesn't fit or suit you if you made the wrong decision. However, in these situations we are happy to accept returns as long as they meet our terms and conditions.¬†
  • You will be charged a restocking fee in these situations where a customer wants to return for change of mind, items not fitting or if you made the wrong choice. Our restocking fee is 10% of the total price of the returned product/s.¬†You will also not be refunded the initial shipping costs.
  • Fluro Sugar accepts returns for change of mind up to¬†14¬†days¬†after receiving your order. After 14 days we¬†unfortunately can no longer offer you an exchange, store credit or return.
  • Items can be returned for a store credit or refund.
  • Items purchased from our Sale/clearance section can NOT be returned for a refund or store credit for change or mind orders. This does NOT include items that were purchased during a sale (For example a 20% off storewide sale) If a full price item was discounted during one of those sales, you are eligible for a refund.
  • We require a receipt or proof of purchase.
  • To be eligible for a return, all items must be returned to Fluro Sugar in original condition including original tags STILL ATTACHED, original packaging, unworn and¬†unwashed. If we believe that the item of clothing has been worn, is returned with an odor, trace of pet hair or other faults¬†we are not obliged to return, exchange or give a store credit. The original order will be sent back to you (at your cost) and your order will be closed.
  • All items to be returned must be kept clean from animal hair, make up¬†and¬†cigarette smoke. When trying on your item for the first time we suggest doing so with no make-up and after a shower. When first trying on shoes, please do so on carpet to avoid marks or scuffs.¬†We reserve the right to reject any items that are returned to us in unsalable condition.
  • Items that CAN NOT be returned for health and hygiene reasons include: underwear, hosiery, swimwear, earrings,¬†opened cosmetics and nail kits.
  • All customers¬†are responsible for the return postage costs. If you are getting an exchange, you will be also responsible for the postage costs to send your new item back to you. We highly recommend that you use a tracking delivery method as all returned items are the customers responsibility until the items are received by Fluro Sugar. If for some reason your returns get lost by the postal service, it is the customers responsibility to follow up and claim compensation from the postal service.
  • Once your item is received by us, it will be inspected and processed within 2-5 Business days. Please note that there may be delays during busy times of the year including Christmas and New Years.
  • Once your item has been inspected we will send you a confirmation email to notify you that your item has been received.
  • If you received FREE POSTAGE with your order and your returned item reduces the original order total to UNDER the free shipping total. You will have the original shipping fees taken from your refund/store credit.¬†

Requesting a size/item swap

  • If you are requesting a Size/Item swap please contact as ASAP to secure the size you are after is still available.¬†
  • If the size you are after is still available, we will ask you to make another order on our website for the correct size. That way we can have that item sent out to you ASAP. When we receive the returned wrong sized item back, we will refund you the cost of the item.
  • PLEASE NOTE: We do NOT refund shipping costs.¬†For example: If you purchased a dress for $50 and shipping cost $8.95, your total order would come to $58.95. When requesting a refund you will only get refunded the $50 for the item.¬†
  • If you are planning to return your order for a return/ change of size you MUST¬†return the item/s within 7 days¬†from the day¬†you contacted us to cancel/return your item. This is not including postage time. Just 7 days from the time you contact us to the day you send the item/s back to us. If you fail to do this in the time frame your refund/exchange will be denied and the initial item/s will be sent back to you.
  • Once the refund has been made, this will mean your order is now CLOSED and finalised.¬†

REQUESTING A REFUND

  • If you are requesting a REFUND, once your item is returned to us and inspected, we will send you a confirmation email with the details of your return. Please note we will only refund to you the way you initially paid us. For example, if you paid by credit card, we can only refund it back onto the same account and not any other form of payment like cash or paypal.
  • If you are planning to return your order for a return/ change of size you MUST¬†return the item/s within¬†7¬†days¬†from the day¬†you contacted us to cancel/return your item.¬†This is not including postage time.¬†Just 7 days from the time you contact us to the day you send the item/s back to us. If you fail to do this in the time frame your refund/exchange will be denied and the initial item/s will be sent back to you.
  • PLEASE NOTE: If you are requesting a FULL REFUND you will not be refunded the initial shipping costs. For example: If you purchased a dress for $50 and shipping cost $8.95, your total order would come to $58.95. When requesting a refund you will only get refunded the $50 for the item.¬†
  • If you received FREE POSTAGE with your order and your returned item reduces the original order total to UNDER the free shipping total. You will have the original shipping fees taken from your refund/store credit.¬†

Below is a Refunds and Returns Policy set by Australian Consumer Law with our minimum obligations as an Australian retailer:

Store Credit terms and conditions:

  • Store credit is valid for 12months from the date of issue.¬†
  • Fluro Sugar is not responsible for lost store credit codes.
  • If the value of the purchase is less than the value of the store credit, you will receive a 2nd store credit with the remaining balance. Please note: The expiry date does not extend, and it remains to be expired on the original expiry date.
  • If your purchase is higher than your store credit, you will require an additional method of payment to pay the final balance.
  • Store credit can NOT be used for postage costs.
  • If an order using store credit is cancelled or returned, the portion of the purchase that used the store credit will be restored to a store credit ONLY and will not be refunded.
  • Under out faulty terms and conditions, if an item returned is faulty and store credit is used, you will be refunded for your order and shipping. However, your store credit will¬†be restored to a store credit¬†and will not be refunded for cash.¬†

Want to cancel your order before your item has been shipped?

An order can be cancelled anytime before the item has been posted. Once your parcel has been handed to Australia Post, it cannot be cancelled and the item/s must instead be returned to us before a return can be processed. We charge a cancellation/ restocking fee for all cancelled orders for change of mind. Our restocking fee is 10% of the total price of the cancelled products. Please note, you will still be charged a restocking fee even if you cancel less than an hour after you make your order.

Fluro Sugar cancelled my order?

We have the right to cancel any order if:

  • We feel the order is fraudulent in anyway.
  • If the product is not available for any reason. We will always email you if this happens and return any payment that you have made.
  • You selected local pick up during checkout and have not replied to our pick up emails within a month. Please note: If you have failed to reply to our emails, texts or calls after a month we will cancel your entire order minus a 10% restocking fee.

Faulty Items?

If you have received a faulty item from us we are very sorry for this. Mistakes do happen and sometimes they are missed (we are human) In the case of a faulty item you can choose from a refund, store credit or exchange. Please note this depends on the problem. Contact us ASAP at admin@flurosugar.com.au within the 10 days after receiving your order with detailed photos of the faulty item. From there we can arrange a solution for you.

Please note: The below reasons we do NOT consider a faulty item:

  1. If a button falls off. If a button falls off when you try on your outfit, during the first time you wear it or after the first wash this is NOT considered a fault.
  2. If your item is damaged after you washed it or worn it. We have no control over how our customers treat their items/ wash their items and therefore can't be help responsible. Although we try and source items that are of high standard, we cant promise that items can NEVER be indestructible.
  3. An item rips or splits due to a wrong size and the item being too tight. If you receive an outfit that doesn't fit, please let us know before you wear it out or before you wash it. We are happy to exchange for a different size but we will not refund if the fault is due to wrong sizing.
  4. If an item is damaged due to NOT following the manufacturers instructions for washing. Incorrect washing can cause colour fading and shrinking.
  5. Please note that most items arrive to us from wholesalers with a chemical smell. Its chemical preservatives to protect the clothes from the factory to arriving to you. Items with a chemical smell is NOT A FAULT. A simple wash helps to clean the smell out.

If you have any questions regarding our returns policy please contact us we are always happy to help!

admin@flurosugar.com.au