Refund policy

Refund & Returns Policy

Eucalyra

Last updated: 21 July 2026

At Eucalyra, your satisfaction matters to us. If something isn't quite right with your order — whether an item arrived faulty or you've simply changed your mind — this Refund & Returns Policy explains how our process works, step by step. This policy applies to purchases made on eucalyra.shop and is available at all times at eucalyra.shop/policies/refund-policy.

1. Our Return Window

We accept returns on eligible items within 30 days of the delivery date. This 30-day window applies to both:

Defective, faulty, or incorrectly shipped items, and
Non-defective items, including simple change-of-mind returns

We believe you should be able to shop with confidence, so whether your item has a fault or you've just had a change of heart, you have a full 30 days from the day it arrives to start a return.

2. Where We Accept Returns

We currently accept returns from customers located in Australia. If your order was shipped to an Australian address, you are eligible to return it under the terms of this policy.

3. Return Eligibility & Product Condition

To be eligible for a return, your item must be:

New and unused, with all original tags, packaging, and accessories intact
In the same condition you received it, showing no signs of wear, washing, or alteration
Accompanied by proof of purchase (order number or confirmation email)

Items that have been used, damaged through no fault of ours, or returned outside the 30-day window may not be eligible for a return. If an item is found to not meet these conditions upon inspection, we will contact you to discuss the best available options.

4. How to Start a Return

Starting a return with Eucalyra is simple:

Contact us at contact@eucalyra.shop within 30 days of delivery, including your order number and the reason for your return.
Receive confirmation — our customer service team will confirm your return is eligible and provide you with return instructions and the mailing address to send your item back to.
Pack and send your item back to us by mail, in its original (or equally protective) packaging, along with your proof of purchase.
We inspect the return once it arrives at our facility, which typically takes 1–2 business days after we receive it.
Refund or exchange is processed once your return has been approved — see timeframes below.

5. Return Shipping Costs

Return shipping is the responsibility of the customer. This means you will need to cover the cost of mailing the item back to us, except in cases where the item was defective, damaged, or shipped to you in error — in these cases, we will cover the cost of return shipping or provide a prepaid return label.

We recommend using a trackable shipping method for change-of-mind returns, as we cannot be held responsible for items lost in transit back to us.

6. Restocking Fees

We do not charge any restocking fees on eligible returns. Once your return is approved, you will receive a refund for the full price of the item(s) returned, with no deductions for restocking.

7. Refunds

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund.

Approved refunds are processed within 5 business days of us receiving your returned item.
Refunds are issued to your original payment method. Depending on your bank or card provider, it may take a few additional business days for the refund to appear in your account after we process it.
Original shipping costs (if applicable) are non-refundable for change-of-mind returns, as shipping is provided free of charge on all orders.

8. Exchanges

We're happy to offer exchanges if you'd like a different size, colour, or style. To request an exchange, please follow the same process outlined in Section 4 and let us know which item you'd like to exchange for. Exchanges are subject to stock availability — if your preferred replacement is out of stock, we will offer a full refund instead.

9. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or is not what you ordered, please contact us at contact@eucalyra.shop as soon as possible with your order number and a photo of the issue. We will arrange a free return, and you may choose between a full refund, a replacement, or an exchange at no additional cost to you.

10. Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. This Refund & Returns Policy operates alongside, and does not replace, your statutory rights.

11. Cancellations

If you need to cancel or change your order, please contact us as soon as possible at contact@eucalyra.shop. We may be able to accommodate changes if your order has not yet been processed for dispatch; however, once an order has been handed to our shipping carrier, it will need to follow the standard return process outlined above.