Online Sales Exchange, Return & Refund Policy

 

At Crown Retail, we are committed to delivering a premium customer experience. This policy is in accordance with the Australian Consumer Law (ACL).

Under the ACL, customers are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. Customers are also entitled to have goods repaired or replaced if they fail to meet acceptable quality standards.

Returns & Exchanges (Change of Mind)

We offer returns or exchanges for change of mind within 14 days of delivery, subject to the following conditions:

• Items must be unused, unworn, and in pristine condition

• All original packaging, certificates, accessories, and documentation must be included

• Proof of purchase is required

 

Returns that do not meet these conditions may not be accepted.

Faulty, Damaged or Incorrect Items

Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, please contact us promptly so we can resolve the issue.

In line with Australian Consumer Law, you may be entitled to a repair, replacement, or refund depending on the nature of the issue.

How to Request a Return

To initiate a return, please contact us at:

marketing@crowndutyfree.com.au

 

All returns must be approved prior to being sent.

Return address:

Shop SC G15–16, The District Docklands

Cnr 107 Studio Lane & Wharf Street

Docklands VIC 3008, Australia

Once your return is approved, we will provide instructions. Please allow up to 10 business days for processing.

 

Items returned without prior approval will not be accepted.

Refunds

Approved refunds will be processed to the original payment method used at purchase.

Please allow additional time for your financial institution to process the refund.

Exclusions (Change of Mind)

We do not accept returns for change of mind on:

• Gift cards

• Discounted or clearance items

• Earrings and selected cosmetic products

 

Additional Information

This policy applies exclusively to online purchases and does not apply to in-store transactions.

 

T&C APPLY