Refund policy

Returns & Exchanges Policy (Australia) 

Effective for all purchases made through Romeo & Valentine

1. Change‑of‑Mind Returns (Exchange or Store Credit Only) 
We offer exchanges or store credit for change‑of‑mind returns within 14 days of delivery.

To be eligible, items must be:

• unused and in original condition
• free from marks, scuffs, creasing, or signs of use
• returned with all tags, packaging, and accessories

Change‑of‑mind returns are not eligible for refunds. Return shipping costs are the responsibility of the customer.

Exclusions:

• custom, personalised, or made‑to‑order items
• final sale or clearance items

Store credits are valid for 12 months from issue.

2. Faulty or Defective Items (Australian Consumer Law) 
If your item is faulty, damaged, or not as described, you are entitled to a remedy under the Australian Consumer Law. Depending on the nature of the issue, you may be eligible for a repair, a replacement, or a refund. For major failures, customers are entitled to choose a refund or replacement. Proof of purchase is required.

3. Exchanges 
Exchanges are offered subject to stock availability. If the requested item is unavailable, a store credit will be issued.

4. Return Process 
To initiate a return, contact us at hello@romeoandvalentine.com with:

• your order number
• the item(s) you wish to return
• the reason for return
• photos if the item is faulty

Once approved, we'll provide return instructions. We recommend using a trackable service, as we cannot process returns lost in transit.

5. Refunds (Faulty Items Only) 
Refunds are only issued for items confirmed to be faulty under the Australian Consumer Law. Shipping fees are non‑refundable unless the item is confirmed to be faulty. Processing times vary depending on your payment provider.

6. Packaging & Condition Requirements 
Items must be returned in protective packaging to prevent damage in transit. Returns received in damaged or unsellable condition may not be eligible for exchange or store credit.

7. Incorrect or Missing Items 
If your order arrives incomplete or incorrect, contact us within 7 days of delivery so we can resolve it promptly.

8. Product Characteristics 
Our denim tote bags are handmade from new and repurposed denim. As a natural characteristic of denim, some colour transfer onto light-coloured clothing or surfaces may occur, particularly when new. This is not considered a fault and does not affect your rights under the Australian Consumer Law for genuine defects.

Product images are representative only. As each piece is handmade from new and repurposed denim, variations in colour, texture and finish are inherent to the product and are not considered faults.