Refund and Return Policy

This Refund and Return Policy applies to purchases made from Ferny & Coral through our online store and related sales channels.

Business name: Ferny & Coral
Customer support email: support@fernyandcoral.com.au
Returns email: returns@fernyandcoral.com.au
Privacy email: privacy@fernyandcoral.com.au
Phone: +61 7 3185 6429
Business address: 26 Ferny Ave, Avoca QLD 4670, Australia

1. Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. 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.

2. Voluntary Change-of-Mind Returns

In addition to your rights under Australian Consumer Law, Ferny & Coral may accept voluntary change-of-mind returns for eligible products within 30 days after delivery.

A voluntary change-of-mind return means a return requested because you changed your mind, ordered the wrong size, selected the wrong colour, no longer want the item, or made a selection error, rather than because the product is faulty, unsafe, damaged, incorrect, or misdescribed.

3. Eligibility Requirements

To be eligible for a voluntary change-of-mind return, the product must be unused, unworn, unwashed, unaltered, free from stains, odours, pet hair, makeup marks, deodorant marks, damage, and signs of wear.

The product must be returned with original tags, labels, packaging, accessories, and proof of purchase where applicable.

4. Items Excluded From Voluntary Returns

The following items may be excluded from voluntary change-of-mind returns unless required by Australian Consumer Law:

• Final sale items clearly marked as final sale before purchase;
• Gift cards;
• Personalised, customised, altered, or made-to-order products;
• Undergarments, swimwear, hosiery, earrings, and similar hygiene-sensitive items where hygiene protection has been removed;
• Items damaged through misuse, improper care, washing, alteration, negligence, accident, or ordinary wear and tear.

5. Sale and Promotional Products

Sale and promotional products may be eligible for return unless they were clearly marked as final sale before checkout. If a discounted product is accepted for return, any refund will be calculated based on the amount actually paid after discounts, promotions, credits, or gift cards were applied.

Your Australian Consumer Law rights still apply to sale and promotional products.

6. Damaged, Defective, Incorrect, or Misdescribed Products

If you receive a product that is damaged, defective, incorrect, unsafe, incomplete, or materially different from the product description, contact returns@fernyandcoral.com.au as soon as possible with your order number, a clear description of the issue, and photos of the product, packaging, labels, and any damage.

Where Australian Consumer Law requires a remedy, we will provide the appropriate remedy, which may include repair, replacement, refund, or another legally required solution depending on the circumstances.

7. How to Request a Return

To request a return, contact us before sending any item back:

Email: returns@fernyandcoral.com.au
Phone: +61 7 3185 6429

Please include your order number, full name, delivery address, product name, reason for return, and supporting photos where the product is damaged, defective, incorrect, or misdescribed.

Items sent back without prior return authorisation may be refused or delayed, except where refusing would be inconsistent with Australian Consumer Law.

8. Return Shipping Costs

For voluntary change-of-mind returns, customers are generally responsible for return shipping costs unless we state otherwise in writing.

If the return is required because of our error, or because the product is faulty, damaged, incorrect, unsafe, or misdescribed, we will handle return shipping in accordance with Australian Consumer Law and any applicable remedy obligations.

9. Inspection of Returned Items

Returned products are inspected after arrival. We may refuse a voluntary refund, issue a partial refund, or return the product to you if the product is used, worn, washed, altered, damaged, missing tags, missing parts, or otherwise not in eligible return condition.

This inspection process does not limit any rights or remedies that apply under Australian Consumer Law.

10. Refund Method and Processing

Approved refunds are issued to the original payment method used for the purchase unless another method is required by law or agreed by us in writing.

After we approve a refund, processing generally takes 5 to 10 business days. Your bank, card issuer, payment provider, or financial institution may require additional time to post the refund to your account.

11. Original Shipping Charges

Original shipping charges are generally non-refundable for voluntary change-of-mind returns unless required by Australian Consumer Law or unless the return is due to our error, a faulty product, an incorrect product, a damaged product, or a misdescribed product.

12. Statutory Rights and Consumer Guarantees

Australian Consumer Law provides consumer guarantees that apply automatically to goods sold to consumers. These guarantees include that goods will be of acceptable quality, match descriptions, be fit for disclosed purposes, correspond with samples or demonstrations where applicable, and satisfy other guarantees required by law.

Where a product fails to meet a consumer guarantee, the remedy available may depend on whether the failure is major or minor and on the circumstances of the purchase.

13. Non-Delivery and Delivery Concerns

If your order has not arrived by the estimated delivery period, tracking appears incorrect, or the parcel appears lost, contact support@fernyandcoral.com.au. We may ask you to confirm your shipping address, check with household members, building reception, neighbours, parcel lockers, or the carrier, and provide supporting information.

If an order is confirmed lost, undelivered, or otherwise subject to a legal remedy, we will address the matter in accordance with Australian Consumer Law and our Shipping Policy.

14. Refunds After Statutory Remedy

If a refund is required under Australian Consumer Law, we will provide the refund within a reasonable time and using an appropriate payment method. We may request return of the goods where permitted by law and where reasonable in the circumstances.

15. Partial Refunds

Partial refunds may be issued for voluntary returns where a returned product is missing packaging, missing accessories, damaged, marked, used, or otherwise reduced in resale value, provided a partial refund is permitted by law.

Partial refunds do not apply where Australian Consumer Law requires a full refund or another specific remedy.

16. Exchanges

Exchanges are subject to product availability. If you want a different size, colour, or style, contact returns@fernyandcoral.com.au. If the requested item is unavailable, we may offer a refund, store credit, or another solution where permitted.

17. Store Credit

Store credit may be offered as an optional solution for eligible returns. Store credit is not cash and may be subject to additional terms. Store credit does not replace or limit any refund or remedy required under Australian Consumer Law.

18. Final Sale Items

Items clearly marked as final sale before purchase are not eligible for voluntary change-of-mind return, exchange, or store credit unless required by Australian Consumer Law, including where the item is faulty, incorrect, unsafe, damaged, or misdescribed.

19. Orders Returned to Sender

If an order is returned to us because of an incorrect address, refusal, failure to collect, failed delivery attempts, restricted access, or carrier issues caused by customer-provided information, we will contact you using the order information available to us.

Additional shipping charges may apply for reshipment unless the return to sender was caused by our error or where Australian Consumer Law requires a different remedy.

20. Late or Missing Refunds

If you have not received an approved refund, first check your bank account or card statement, then contact your card issuer, bank, or payment provider. Processing times vary.

If you have completed these steps and still have not received your refund, contact us at support@fernyandcoral.com.au.

21. Contact

For return, refund, exchange, or product issue support, contact:

Ferny & Coral
26 Ferny Ave
Avoca QLD 4670
Australia
Email: returns@fernyandcoral.com.au
Support email: support@fernyandcoral.com.au
Privacy email: privacy@fernyandcoral.com.au
Phone: +61 7 3185 6429
Support hours: Monday to Friday, 9:00 AM to 5:00 PM AEST