Refund policy
At Shadore, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, please review the following policy to understand your options for returns and refunds.
Nothing in this policy limits or overrides your rights under the Australian Consumer Law.
Return Window and Eligibility Returns are accepted within 14 days of delivery, provided the following conditions are met:
- Items must be new, unused, and returned in their original packaging with all tags intact.
- Customers must contact us at hello@shadore.com.au to request return authorisation and instructions before returning any item.
Damaged or Defective Items If your order arrives damaged or defective, please notify us within 7 days of delivery and include the following details:
- Your order number
- Clear photographs of the item and its packaging
- A brief description of the issue
Once your claim is approved, you will have 14 days from delivery to return the item. Based on the situation, we will arrange a replacement, exchange, or full refund.
Refund Process Once we receive and inspect your return, you will be notified via email about the approval or rejection of your refund. If approved:
- We'll send you the return address and packing instructions by email. Return shipping costs are at the customer's expense, except when the item arrives damaged or defective.
- Refunds will be processed to your original method of payment within 10 business days
- A confirmation email will be sent once the refund has been issued
Late or Missing Refunds If you have not received your refund:
- Recheck your bank or payment account
- Contact your bank or credit card provider — processing times may vary
- If the issue persists, contact us at hello@shadore.com.au
Non-Returnable Items We do not accept returns under the following conditions:
- Used or damaged items not due to shipping defects
- Returns requested after 14 days of delivery
- Items sent back without prior authorisation
Exchanges We are happy to offer exchanges as a gesture of goodwill for items that are new, unused, and meet our return criteria. Please note that under Australian Consumer Law, exchanges for change of mind are not a legal requirement. Contact us at hello@shadore.com.au to arrange an exchange.
Your Rights Under Australian Consumer Law Under the Australian Consumer Law, you are entitled to a replacement, repair, 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 they fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply regardless of any other conditions outlined in this policy.
Return Address 19 Sixth Avenue, Saint Peters 5069, Adelaide, South Australia, Australia
Method & Fees
- Return method: By mail
- Return label: Not included for standard returns — provided free of charge for damaged or defective items
- Restocking Fee: None
- Return shipping cost: At the customer's expense, except for damaged or defective items which qualify for a free return label.
- Refund period: 10 business days
Cancellation Policy You can cancel your order within 2 hours of purchase, provided the order has not yet been processed or shipped.
Contact Us Trade Name: Shadore | Registered Business Name: Shadore | Australian Business Number (ABN): 77 539 264 626 | Business Address: 19 Sixth Avenue, Saint Peters 5069, Adelaide, South Australia, Australia | Email: hello@shadore.com.au | Phone Number: +61 432 953 447 | Business Hours: 9:00 am to 5:00 pm, Monday to Friday | Timezone: (GMT+09:30) Australian Central Standard Time (Adelaide)