Returns Policy


Returns
Our policy lasts for 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase and you must email us at upstairs@theindependentcollective.com.au for a

RETURN AUTHORISATION NUMBER so we know to expect your item and process it easier.

Return postage is the responsibility of the buyer and will not be refunded.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

  • Any item that is not in its original condition, is damaged or is missing parts for reasons not due to our error
  • Any item that is returned more than 14 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you by email of the approval or rejection of your refund.
If the refund is approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment.

Late or missing refunds (if applicable)
If you haven’t received your refund, first check your bank account. Then contact your credit card company or contact your bank, it may take some time before your refund is officially posted on your statement as there is often a processing wait time.
If you’ve done all of this and you've still not received your refund, please contact us at upstairs@theindependentcollective.com.au.

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Sale Items will be offered store credit less shipping cost.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at upstairs@theindependentcollective.com.au. 

Please note: we don't exchange or refund due to a change of mind!

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be Emailed directly to you.

If the item wasn’t marked as a gift when purchased (or the gift giver had the order shipped to themselves to give to you later) we will send a refund to the gift giver and they will need to be the contact regarding your return.

Shipping
To return your product, mail it to: 

THE INDEPENDENT COLLECTIVE: SUITE 4, LEVEL 1, 61-71 MENTMORE AVE ROSEBERY NSW 2018

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $200, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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