By purchasing from PELLI Bags Pty Ltd, you agree to the terms outlined in this Returns & Refunds Policy. These terms form part of our full Terms & Conditions and are governed by Australian Consumer Law.

Nothing in this policy limits your rights under the Australian Consumer Law.

This policy explains how we handle change of mind returns and how we manage faulty products so that the process is clear and fair for both you and PELLI Bags.

Change of Mind Returns

If you are not completely satisfied with your purchase, you may request a change of mind return for a refund, store credit or exchange, subject to the following conditions:

• The item must be unused, in brand new condition, with original packaging and tags attached.

• The return request must be initiated within 30 days from the date you receive your order.

• A valid receipt or proof of purchase must be provided.

• You must obtain a Return Authority Number (RA#) before returning the item.

• Returns without an RA# may be refused and marked Return to Sender.

Important:

• A 10 AUD restocking fee per product applies to all approved change of mind returns. This fee helps cover repackaging, handling and restocking costs.

• Customers are responsible for return postage for change of mind returns.

• If you request an exchange, shipping fee is payable prior to dispatch for the replacement item.

• For change of mind returns, the parcel is your responsibility until it reaches us. We recommend using tracked postage.

Original shipping charges are non refundable, unless the return is due to our error or a confirmed fault.

Refunds or exchanges will be processed within 14 business days of receiving and inspecting the returned item. Refunds are usually made to the original payment method, less any applicable restocking fee and non refundable shipping charges.

Exclusions

The following additional rules apply:

• Sale and outlet items are not eligible for change of mind returns. If a sale or outlet item is faulty or not as described, you may still be entitled to a remedy depndent on the conditions of sale.

• International orders are not eligible for change of mind returns or exchanges. If your international order arrives damaged or faulty, please contact us so we can discuss the options available. 

• Items purchased as part of a bundle, multi buy promotion or with a promotional gift will need to be returned together for a full refund.

• These exclusions apply only to change of mind returns. They do not affect your rights if a product is faulty. 

• Purchases made through third party retailers, department stores, marketplace platforms or independent sale outlets (including where our products are discounted by those stores) cannot be returned or exchanged through the PELLI online store or our outlet. These items must be returned or exchanged directly with the original place of purchase, in line with that store’s returns policy.

How To Make a Return or Exchange

1. Check that your item meets all of the conditions for a change of mind return or that it qualifies as faulty.

2. Email shop@pellibags.com.au to request a Return Authority Number (RA#). Please include your order number, photos where helpful, and whether you would prefer a refund, store credit or exchange.

3. If you are requesting an exchange, tell us which item, colour or size you would like so that we can confirm availability.

4. Once your RA# is approved, post the item back to the address provided, with the RA# clearly marked on the package.

5. Keep your tracking number for your records.

For change of mind returns, PELLI Bags is not responsible for items lost in transit on their way back to us. For faulty returns where we provide a prepaid label, we will manage the claim with the carrier.

Faulty Items

PELLI Bags is committed to replacing or refunding products with genuine manufacturing defects or faults, in line with the Australian Consumer Law.

If your item arrives damaged or not as ordered, or if you believe it has a manufacturing fault:

• Please contact us at shop@pellibags.com.au as soon as possible, and ideally within 10 business days of delivery for items damaged or incorrect on arrival.

• For faults that appear after use, contact us as soon as you notice the issue. Faults are assessed over a reasonable period, depending on the nature and expected lifespan of the product.  Wear and tear is not considered a fault. 

We will ask you for:

• Your order number

• Clear photographs or videos showing the fault or damage

• A brief description of how the issue occurred and how the product has been used

Return postage for potentially faulty goods may initially be the customer’s responsibility. If the item is assessed and confirmed as faulty, reasonable return postage costs will be reimbursed or covered by us, and any remedy will be provided at no additional cost to you.

Faulty items will be assessed by our team. If the fault is minor, we may offer a discount, repair or replacement. If the fault is major, you may choose a replacement or refund, in accordance with the Australian Consumer Law.

Seconds and Samples

If an item is purchased as a 'sample', 'shop soiled',  'second', it accounts of minor faults that do not change the function and usability of the bag, and can not be claimed as faulty. This includes discounted stock from our outlet store. 

If an item is assessed and not deemed faulty, we will let you know. You may then choose to have the item returned to you at your own expense.

What Is and Is Not a Fault

Examples of manufacturing faults that are generally covered; please report within 30 days of receipt;

• Broken zips

• Non functional buckles, clips or fasteners
  

• Structural issues affecting the normal use of the product

Examples of issues that are generally not covered as faults:

• Normal wear and tear, including minor scuffs, scratches, fraying or fading over time

• Loosening of stitching resulting from use

• Cosmetic blemishes

• Natural variations in materials (we use natural materials and variations are to be expected)

• Damage caused by overloading, misuse, improper care or not following care instructions

• Stains, dirt or marks from use

• Damage or changes caused by alterations or repairs carried out by a third party

PELLI Bags’ assessment is based on a standard inspection process and our obligations under the Australian Consumer Law. 

Contact

For all returns, exchanges or faulty item enquiries, please contact:

• Email: shop@pellibags.com.au
  

Governing Law

This Returns & Refunds Policy forms part of PELLI Bags’ Terms & Conditions and is governed by the laws of the State of Western Australia, Australia. Disputes arising from this policy will be subject to the exclusive jurisdiction of the courts in Western Australia.