Refund policy

StellaSistersOnline

Last updated: 16 Dec 2025

At StellaSistersOnline, customer satisfaction is important to us. This Return & Refund Policy explains your rights and our obligations under the Australian Consumer Law (ACL).

1. Change of Mind Returns

We do not offer refunds or exchanges for change of mind, including:

  • Wrong size selected

  • No longer wanting the item

  • Ordering the wrong product

  • Better price found elsewhere

Please choose carefully before making your purchase.

2. Faulty, Damaged or Incorrect Items

Under the Australian Consumer Law, you are entitled to a replacement or refund if an item:

  • Is faulty or defective

  • Is damaged on arrival

  • Is significantly different from the description

  • Is incorrect or missing parts

In these cases, we will provide:

  • A full refund, or

  • A replacement, at no extra cost

3. Minor Problems

If the issue is minor and can be fixed, we may choose to:

  • Repair the item

  • Replace the item

  • Provide a partial refund

This is in line with Australian Consumer Law.

4. Return Conditions

To be eligible for a return:

  • You must contact us within 7 days of receiving your order

  • The item must be unused and in its original packaging (unless faulty)

  • Proof of purchase (order number or receipt) is required

5. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Personal care items

  • Beauty products

  • Intimate apparel

  • Items marked as “Final Sale”

6. How to Request a Return

To start a return, please contact us at:

📧 online.stellasisters@gmail.com

Include:

  • Your order number

  • Photos or videos clearly showing the issue

  • A brief description of the problem

Do not return items without contacting us first.

7. Return Shipping

  • If the item is faulty, damaged, or incorrect, we will cover the return shipping cost.

  • For approved non-fault returns (if accepted), return shipping costs are the responsibility of the customer.

8. Refund Processing

  • Approved refunds will be processed to the original payment method

  • Refunds are typically completed within 5–10 business days

  • Shipping fees are non-refundable unless required under Australian Consumer Law

9. Dropshipping Notice

As a dropshipping business, items are shipped directly from third-party suppliers. This may result in:

  • Separate deliveries

  • Extended processing times for returns

We appreciate your patience during this process.

10. Chargebacks

If you experience any issues with your order, please contact us first. Initiating a chargeback without contacting us may delay resolution.

11. Contact Us

For all return and refund enquiries, contact:

StellaSistersOnline
📧 Email: online.stellasisters@gmail.com
📍 Location: Australia