Return & Refund Policy

At Shop The Backroom, we want you to shop with confidence. This policy works alongside your rights under the Australian Consumer Law, so please read it carefully to understand your options.

Returns Due to Change of Mind

If you change your mind, we may accept returns within 7 days of receiving your order, provided that:

  • You can provide a valid proof of purchase (such as your order confirmation or tax invoice).
  • The item is unused, unopened, and in its original condition.
  • All original packaging, manuals, and accessories are included.
  • The product and packaging are not damaged.

Some items cannot be returned for change of mind due to hygiene and safety reasons, including:

  • Medicines
  • Baby formula
  • Fragrances
  • Earrings
  • Vitamins and supplements
  • Consumable products

If these conditions are not met, we may decline the return.

Shipping costs are non-refundable for change of mind returns.

Faulty, Incorrect, or Misdescribed Items

Our products come with guarantees under the Australian Consumer Law. You may be entitled to a replacement or refund if a product:

  • Is faulty or not of acceptable quality
  • Does not match the description or images
  • Is not fit for its intended purpose
  • Is unsafe

Proof of purchase is required for all claims.

In some cases, items may be assessed before a resolution is provided. If a fault is caused by misuse or neglect, the return may be declined.

Damaged in Transit

We take care when packing your order, but if your item arrives damaged, please contact us as soon as possible.

To help resolve the issue quickly, we may request photos of:

  • The item
  • The packaging
  • The shipping label

Returns Process

For all returns, please contact our support team first to arrange your return — we'll coordinate this on your behalf.

Sale or clearance items may be marked as Final Sale and are not eligible for change-of-mind returns. This does not affect your rights under the Australian Consumer Law if an item is faulty, unsafe, or significantly different from its description.

All returns must be approved before being sent back.

Return shipping costs are generally the responsibility of the customer, unless the item is faulty or incorrect.

Refunds will be issued to your original payment method once your return has been approved.

Refund Processing Time

Once your return has been received and approved, refunds will be processed within 3–5 business days.

Order Cancellations

We aim to dispatch orders quickly, often within 1–2 business days.

  • If your order has not yet been shipped, we may be able to cancel it.
  • Once dispatched, orders cannot be cancelled and must go through the returns process.
  • Return shipping costs will apply if the return is due to a change of mind.

For all returns, please contact our support team at hello@shopthebackroom.com.au to arrange the return to our warehouse.