Terms & Conditions
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 an exchange, store credit or return of item: firstname.lastname@example.org DO NOT just send your item back to us before you contact us.
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 in the photo gallery of each item. 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:
Fluro Sugar accepts returns for change of mind up to 20 days after purchase. After 20 days we unfortunately can no longer offer you an exchange, store credit or return.
Items can be returned for an exchange, a store credit or return.
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 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, earrings, opened cosmetics and opened hair dye.
No returns on Sale or Clearance items.
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 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.
REQUESTING A SIZE/ITEM SWAP
If you are requesting a Size/Item swap, you will receive an invoice with your confirmation email for the RETURN SHIPPING COSTS.
When you order is approved and return shipping costs have been paid and received by Fluro Sugar, we will process your order and send your return/swap asap.
After receiving your return parcel, if we do not receive the shipping costs within 7 business days we will cancel your order completely and refund you for the cost of your item. 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.
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 (stripe), we can only refund it back onto the same account and not any other form of payment like cash or paypal.
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.
Below is a Refunds and Returns Policy set by Australian Consumer Law with our minimum obligations as an Australian retailer:
How to process your return?:
If you require a exchange, store credit or return please read over the terms and conditions carefully and contact us within the 20 days of ordering your item
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 email@example.com within the 20 days after purchase 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:
- 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.
- 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.
- 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.
- If an item is damaged due to NOT following the manufacturers instructions for washing. Incorrect washing can cause colour fading and shrinking.
- 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!