Refund policy

Our Return / Exchange Policy

At Cowrie and Conch we double check and triple check the quality on every order before it leaves our store.

We encourage everyone to read our product descriptions prior to purchasing to avoid any disappointment or incorrect selections. Cowrie and Conch is not liable for a refund for change of mind purchase. This does not apply to customers in the European Union or United Kingdom, who have a right to cancel. See "EU & UK Customers: Your Right to Cancel" below.

REFUNDS

*There is no refunds on Sale items or items that were added to your order for free during BOGO free campaign.

If you *recently purchased item(s) appear faulty for some reason we request that you contact us immediately by providing us with your order number and photos to info@cowrieandconch.com.au

Cowrie and Conch must be notified by email of any claims on damaged items within 1 day of receipt of the goods in person by the customer.

If your item is identified by Cowrie and Conch as being 'faulty' we will provide you with part or parts replacement.

Please note that all items must be returned within 30 days of delivery if this period lapses we are unable to carry out the exchange/refund or provide store credit for the item.

Refunds will be issued on damage or faulty goods when a replacement or exchange is unavailable, and any refund will be issued within 2-3 business days of confirmation of the refund by Cowrie and Conch.

And if, for any reason, we don't reasonably believe we can successfully complete delivery.

If you receive a refund amount it will be issued back to your nominated bank account or payment method used at the time of purchasing the goods. The refund amount will not include the initial shipping costs incurred.

Returns that are damaged, used, sent back with opened packaging, soiled or altered will not be processed, nor will they be returned to sender. A refund will not be issued or accepted under these circumstances.

Refunds will be processed once agreed on our end within 2-3 business days of your request.

EXCHANGES

If you ordered the wrong item, have changed your mind about your order, or made an error with your order, you will be liable for the return shipping costs.

  • Returns must be sent with a tracking number.
  • Once we have received your return, we will process store credit/exchange within 7 business days.
  • Returns that are damaged, used, sent back with opened packaging, soiled or altered will not be processed, nor will they be returned to sender.
  • If you need to exchange an item, send us an email at info@cowrieandconch.com.au and we will direct further
  • All returns or exchanges must be posted to the address provided via email in response to return or exchange requests.
  • Please note, no refunds or exchanges are accepted on sale items.

FAULTY

Please note that some of our products are either handmade / or machine made in both cases there may be small imperfections during the making of these items.

The following are not deemed as faults:

  • Screws. Clips, Allen Keys or missing pieces are not deemed faulty, these issues will be corrected immediately by replacing the missing parts.
  • Colours that may appear different onscreen to real life. Note we do our best to represent the true colours of the product.
  • Goods that are broken or been mishandled by couriers during transit.
  • Small flecks or dots that may appear in the plastic.

We must receive notification of a Faulty item in writing within 24 hrs of receipt and the item must be returned to Cowrie and Conch within 30 days of receipt of the goods.

RETURN TO SENDER

On occasions, parcels are returned to our warehouse by our couriers and marked as 'Return to Sender' for one of the below reasons:

  • The recipient no longer lives at the provided postal address
  • The recipient does not collect their parcel from the Post Office or collection centre in the time allocated
  • An incorrect postal address was provided at checkout
  • The parcel was refused by the recipient
  • For international orders: failed customs clearance or incorrect/incomplete customs information

It is the customer's responsibility to ensure their delivery address is correct at the time of placing their order.

Cowrie & Conch is unable to modify delivery addresses once an order has been dispatched nor can we redirect parcels in transit.

Cowrie and Conch will do their best to assist however we cannot guarantee interception or retrieval of the parcel back to the correct address. If this is the case Cowrie and Conch are not obligated to refund no provide a replacement product.

A RTS costs $10.00 (inc GST) per domestic parcel. International RTS costs will vary depending on the destination country and will be advised upon receipt of the returned parcel.

If we receive a RTS, we will contact you within 5 business days. We can then resend the parcel to your choice of postal address for the cost originally quoted for shipping:

  • 1 x Packaging and Handling Fee @ $10.00
  • 1 x Shipping cost to re-deliver the parcel to your address

Cowrie & Conch are under no obligation to refund any monies relating to the return of the parcel, including any shipping costs, in the event that a package is returned due to an incorrect address or failure to collect.

PRE ORDERS

Pre-ordered items can encounter excessive delivery times and are sometimes subject to delays outside of our control (e.g. supplier imposed delays, economic crisis, local conflict in the country of origin, pandemics, etc.). Any delays in delivery do not entitle you to a refund. If you are no longer needing this item or cannot simply or do not wish to wait we will issue you with a Gift Card for the total price of the Pre Order item/s. Customers in the European Union or United Kingdom may instead cancel for a full refund under "EU & UK Customers: Your Right to Cancel" below.

EU & UK CUSTOMERS: YOUR RIGHT TO CANCEL

If you live in the European Union or the United Kingdom, you have the right to cancel your order within 14 days without giving any reason. This right applies to all products, including sale, promo code and pre-order items, and applies in addition to the rest of this policy. Where anything else in this policy says otherwise, this section applies to EU and UK customers.

How long you have: 14 days from the day you (or someone you nominate) receive the goods. If your order arrives in more than one parcel, the 14 days start from the day you receive the last parcel. You can also cancel at any time before your order is dispatched.

How to cancel: email info@cowrieandconch.com.au with your name, order number, the item(s) you are returning and a clear statement that you wish to cancel. You may use the model cancellation form below, but you don't have to.

Returning the goods: please send the item(s) back within 14 days of telling us you are cancelling, to:
Cowrie & Conch
PO Box 6011
South Tweed Heads NSW 2486
Australia
Please use a tracked postal service, as some couriers cannot deliver to PO Boxes. You are responsible for the cost of returning the goods.

Your refund: we will refund the price you paid plus the original standard delivery charge (not any extra you chose to pay for express delivery) within 14 days of receiving the goods back, or of you providing proof that you have sent them back, whichever is earlier. We refund to your original payment method and do not charge you any fee for the refund.

Condition of returned goods: you may handle the item as you would in a shop to check it. If an item has been used or handled beyond this, we may reduce your refund to reflect any reduction in its value.

Faulty or not-as-described goods: your statutory rights under EU and UK consumer law are not affected by this policy, including any time limits for reporting faults or damage set out above.

Model cancellation form
(complete and return this form only if you wish to cancel)
To: Cowrie & Conch, PO Box 6011, South Tweed Heads NSW 2486, Australia. Email: info@cowrieandconch.com.au
I hereby give notice that I cancel my contract for the sale of the following goods: ______
Ordered on: ______ / Received on: ______
Order number: ______
Name: ______
Address: ______
Date: ______

E-GIFT CARDS and CANCELLATIONS

E-Gift cards are non-refundable and cannot be redeemable for cash.

Once an e-Gift card order is placed, Cowrie and Conch is unable to add, remove or amend the order including the delivery details, gift card value, or removing items from the order. We reserve the right to cancel the order if:

- An unauthorized credit card is provided;
- We are unable to process payment on the credit card provided;
- Invalid personal details are provided;
- If, when required, acceptable proof of identity cannot be provided;
- The product has become unavailable;

CHARGEBACKS & PAYMENT DISPUTES

We encourage customers to contact us directly at info@cowrieandconch.com.au or reach out to us on our socials before initiating a chargeback or payment dispute with their bank or credit card provider. In most cases we are able to resolve issues quickly and to your satisfaction.

Please be aware that:

  • Initiating a chargeback without first contacting us may result in your account being flagged and future orders declined.
  • Chargebacks filed for orders that have been delivered to the address provided at checkout, or where our refund/exchange policy has been followed, will be disputed by Cowrie & Conch with full supporting documentation.
  • Chargebacks filed due to non-delivery caused by an incorrect address provided by the customer will be disputed.
  • Fraudulent chargebacks may be reported to the relevant authorities.

We value every customer and always aim to find a fair resolution. Please reach out to us first. We're here to help.

This Policy is not intended to replace, limit or exclude any rights available to you under the Australian Consumer Law or, for customers in the European Union or United Kingdom, under EU or UK consumer law.

This Policy is to be read in conjunction with our Terms of Service and applies to all purchases made through our website.