Refund policy
Returns and refunds
30 day returns
You have 30 days from the day your order arrives to send something back. To be accepted, the item must be:
- unworn and unwashed,
- with all tags still attached,
- in its original packaging where that is possible.
Start a return by emailing support@punelia.com with your order number. We will reply with the return address and instructions.
Return postage
You pay the cost of sending an item back, and we recommend a tracked service — we can only refund once the parcel reaches us. The original delivery charge is not refunded on a voluntary 30 day return.
If an item arrives faulty, damaged or is not what you ordered, we pay the return postage and refund the delivery charge in full.
Refunds
Once your return arrives and has been checked, we email you and refund to your original payment method. Refunds are issued within 5 working days of the parcel reaching us; how quickly the money appears then depends on your bank or card provider.
Exchanges
For a different size or colour, send the item back as a return and place a new order — that is faster than an exchange and you are not waiting on stock. For a faulty or damaged item we replace it free of charge and cover the postage both ways.
Cancelling an order
If your order has not been dispatched yet, email support@punelia.com and we will cancel it and refund you in full. We do not charge a cancellation or handling fee.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. These rights sit alongside the 30 day return described above, not instead of it.