OUR EXCHANGE & REFUND POLICY

VIC, TAS, SA, WA, NT

Salvos Stores offer all customers the ability to exchange their goods for an item of the same or greater value should you need to return an item to us.

Exchanges must be made at the store of purchase, within 7 days.

Customers must bring with them proof of purchase, along with the item with the original price tag attached.

Refunds are offered where your purchase is deemed to be faulty, the goods do not do what you would reasonably expect or the item does not match the description provided.

In the instance where you are entitled to a refund, you must bring the item back to the store of purchase with proof of purchase.

QLD, NSW, ACT

We are not required by law to provide a refund or replacement if you change your mind, make the wrong decision, misuse the goods or use the goods for other than what they were intended.

You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, are different from a sample show to you or do not do what they are supposed to do.

Please retain your receipt for refund, exchange or credit.


ONLINE SHOP

SHIPPING

POSTAGE RATES
We aim to offer every customer the most reliable, flexible and cost-effective postage options through our preferred shipping partner, Australia Post. Postage rates will vary depending on item location, where you're located and the size and weight of your order. If you order multiple items from the same location, we'll combine postage to ensure you get the best rate possible. As a charity, we want to ensure that every cent from the sale of donated goods reaches those who need it most. For this reason, we do not offer free shipping on donated items. 

DELIVERY
Most items are dispatched within 1 working day of receiving payment via Australia Post. Parcel tracking is available online. If you're not available at the time of delivery, the courier will leave it at the front door, in your letterbox or it will be available for collection at your local Australia Post outlet. Delivery times vary depending on your location. *Australia Post cannot currently guarantee these delivery times due to COVID-19

IN-STORE COLLECTION
In light of the current pandemic, we are taking steps to ensure the safety of our customers and staff. As such, In Store Pick Up is temporarily unavailable. 

COMBINED POSTAGE
Postage is combined for items coming from the same location automatically. 

LATE DELIVERY OR MISSING PARCELS
If your item has not arrived after 7 days, please contact our Customer Service team and we will investigate the whereabouts of your parcel. 

 

RETURNS

OUR 30 DAY RETURN POLICY
Our number one priority is that you are happy with your purchase from us. That's why we offer a 30 day returns policy for peace of mind.

If your item hasn't arrived, is significantly different to what was described in the listing or is broken or faulty, you can request a refund up to 30 days from the actual or estimated delivery date. A full refund will be issued for the cost of the item plus postage.

If you've changed your mind, we accept returns within 30 days of receipt of the item for a refund (excluding the original postage cost) provided the item is not in a worse condition than when it was sold, through no fault of transit. For change of mind, you (the buyer) are responsible for return postage costs.

Returns after 30 days should only be sent with prior approval from the Customer Service team.

Returns can be processed by contacting our Customer Service team. 

PARTIAL REFUNDS
In some cases, we may agree that you keep the item and a partial refund will be offered. Please contact our Customer Service team if you feel that you are entitled to a partial refund. 

CUSTOMS PROBLEMS DURING RETURNS
We will not be liable for any problems encountered with customs when you are returning goods to us. Please familiarise yourself with the customs declaration requirements of your country prior to returning an item. We will not accept responsibility for any customs charges that may be incurred with returning items to us.