Refund and Return Policy

Refund & Return Policy

Effective: 10/10/2024
Last Updated: 01/07/2025

Sometimes things don’t go to plan, so this policy outlines your rights and the procedures when it comes to refunds, returns, or exchanges, all in line with Australian Consumer Law (ACCC).

Returns and refunds are offered in compliance with the ACCC. This policy is not meant to be harsh, just transparent, I'm a small business trying to do things right and sustainably.


1. Your Rights Under Australian Consumer Law

You’re entitled to a refund, replacement, or repair if a product you purchase:

  • Has a major fault or defect (e.g., it’s unsafe, or not fit for purpose).
  • Is significantly different from its description or listing.
  • Doesn’t function as promised.

You are not entitled to a return or refund if:

  • You change your mind.
  • You ordered the wrong size or item.
  • It was a preorder item delivered as described and in good condition.


2. Eligibility for Returns

To be eligible for a return:

  • The item must be unused, unwashed, and in its original packaging.
  • You must contact us within 14 days of receiving your item.

📦 International Customers:
Unfortunately, Australia Post does not provide international return labels under our current system. You’ll need to return your item at your local post office, and once we receive it, we can offer either of your choice:

  • A store credit, or
  • A refund of the agreed return postage (just send your receipt).

We know it’s a bit of a hassle, thank you for your patience as we work on a smoother return solution!

3. Items That Cannot Be Returned

Unless damaged or faulty on arrival (with proof), the following items are non-returnable:

  • Pre-orders or custom-made items
  • Digital downloads or freebies
  • Pins, keychains, photocard holders, and other small and wearable accessories (for hygiene/safety reasons)

4. How to Request a Return or Refund

Please email: help@seoulsessionsco.com with the following:

  • Your order number
  • A brief description of the issue
  • Clear photos or videos (especially if faulty or damaged)

You’ll receive return instructions if eligible.
⚠️ Important: You must notify us and provide tracking for your return, items returned without prior contact may not be eligible for refund or exchange.

5. Refunds

  • Refunded via your original payment method
  • Processing may take 5–10 business days, depending on your bank

6. Exchanges

  • We offer exchanges for equal or lesser value items (if in stock) for items applicable for a refund.
  • If your preferred item is out of stock, you may choose store credit or a refund

7. Return Shipping Costs

  • Our fault? (e.g., wrong item sent or product fault) I'll cover the return cost once we receive the item.
  • Change of mind? (if allowed) – You’ll need to cover shipping, and initial shipping is non-refundable.

8. Damaged or Lost Packages

  • Damaged on arrival? Email within 48 hours with photos or an unboxing video.
  • Lost in transit? Contact ASAP. I'll work with the courier to help resolve it or send a replacement if eligible.

9. Preorders & Custom Items

Preorders are final sale after the cancellation window closes.
Refunds are only offered if:

  • The item is faulty or damaged, or
  • The item is significantly delayed for dispatch beyond what was communicated. This does not include delays made by couriers or the shipping system.

10. Sale & Promotional Items

Items marked “Final Sale” or on major discount are non-refundable and non-exchangeable, unless faulty.

11. Important Notes

📹 Video Proof May Be Required:
Due to the nature of K-pop orders, we may request a video of your package being opened to verify issues and prevent item swapping.

🛑 We may refuse a refund or exchange if:

  • The item is returned used, damaged, or altered
  • The request is outside of the eligibility period

12. Contact

💌 For help or to start a return:
help@seoulsessionsco.com

🛡️ Transparency Disclaimer

This policy complies with Australian Consumer Law (ACCC) and aims to be fair to both our customers and our small business. Your trust is everything to us — and we’re always happy to clarify anything further.