Refund policy

Refund & Returns Policy

Thank you for shopping with Eucalyra. We want you to be completely satisfied with your order.

Voluntary 30-Day Return Policy

The Australian Consumer Law does not provide a general "cooling-off" right for online purchases. Eucalyra nevertheless grants you a voluntary right of return of 30 days from the date you receive your order — including simple change-of-mind returns. This voluntary return policy goes beyond your minimum statutory entitlements and applies subject to the conditions and product categories set out below.

Conditions

  • Unused, unworn and unwashed
  • With all original tags attached
  • In the original packaging
  • In undamaged original condition

Return Process

  1. Contact us by e-mail (contact@eucalyra.shop) or by phone (+61411328274) with your order number and the reason for your return.
  2. Once approved, you will receive return instructions by e-mail.
  3. Pack the item in its original packaging with all tags attached.
  4. Send it back using a trackable shipping service.

Return Shipping Costs

The customer bears the cost of return shipping (the actual shipping cost of the chosen carrier) — except for faulty, damaged or incorrectly delivered items. In those cases we cover all costs.

Exchanges

We happily accept exchanges — for example for a different size — within the same 30-day window and under the same conditions as returns (unworn, unwashed, tags attached, original packaging). To arrange an exchange, contact us by e-mail (contact@eucalyra.shop) or by phone (+61411328274) with your order number and the size or design you would like instead. Exchanges are subject to stock availability; if the requested item is unavailable, we will issue a refund instead. Return shipping for exchanges follows the same rules as returns: paid by the customer, except for faulty or incorrectly delivered items. We ship the replacement item free of charge.

Refunds

Approved refunds are issued within 5 business days of receipt and inspection of the item, to the original payment method (Visa, Mastercard, American Express, Apple Pay or Google Pay). Depending on your bank, the final credit may take a further 3–5 business days.

Statutory Consumer Guarantees

Independently of our voluntary return policy, our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product fails to be of acceptable quality, is not fit for purpose, or does not match its description, you are entitled to a repair, replacement or refund — your choice of replacement or refund for a major failure — and compensation for reasonably foreseeable loss. If an item arrives faulty, or we shipped the wrong item or wrong size, you choose the remedy: we reship the correct item free of charge or issue a full refund — and we cover the full return shipping costs. These rights are not limited by any time frame in this policy.

Non-Returnable Items

  • Worn, washed or damaged items
  • Items without original packaging or with missing tags
  • Personalised products
  • Gift cards
  • Hygiene items with a broken seal
  • Items marked as Final Sale

Digital Products

Eucalyra sells physical goods only. We do not offer digital products, downloads or digital content. This return policy therefore applies exclusively to physical products.

Subscriptions

Eucalyra does not offer subscriptions or recurring orders. All purchases are one-off single purchases with no subscription commitment.

Restocking Fees

We do not charge any restocking or handling fees for returns. Refunds are issued for the full product price paid.

Contact

Store name: Eucalyra
ABN: 83 327 332 991
Address: 24 Bourke Street, Maitland NSW 2320, Australia
E-mail: contact@eucalyra.shop
Phone: +61411328274

Customer service hours (AEST)
Monday to Friday: 09:00 – 18:00
Saturday and Sunday: 10:00 – 16:00

We aim to answer every enquiry within 24 hours.