Refund policy

Returns, Refunds and Exchanges Policy

Last updated: 30 August 2026

We want you to be happy with your Victorian Goddess purchase. This policy explains the options available if you change your mind or experience a problem with an order.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Change-of-mind returns

We accept eligible change-of-mind returns within 30 days of delivery.

To be eligible, the item must:

be unused, unopened and in its original condition;
be returned in its original packaging, where applicable;
be suitable for resale;
include proof of purchase.

Please get in touch with us at michelle@victoriangoddess.com.au before returning an item. Do not send a return to a manufacturer or supplier.

Once approved, an eligible change-of-mind return may be refunded, exchanged or issued as store credit.

Items excluded from change-of-mind returns

Unless required under the Australian Consumer Law, we do not accept change-of-mind returns for:

gift cards;
digital or downloadable products after they have been accessed;
tarot readings or other services that have already been supplied;
personalised, custom-made or specially ordered products;
earrings and other products restricted for hygiene reasons;
opened cosmetics, perfumes, oils, sprays, herbal products, incense or personal-care items;
perishable products;
sale or clearance items;
products that have been used, altered or damaged after delivery.

These exclusions do not apply when an item fails to meet a consumer guarantee under the Australian Consumer Law.

Faulty, damaged or incorrect products

If an item is faulty, damaged, unsafe, significantly different from its description or not what you ordered, please get in touch with us as soon as possible.

Email michelle@victoriangoddess.com.au and include:

your name and order number;
a description of the issue;
photographs of the product;
photographs of the packaging and shipping label if the item was damaged during delivery.

Please retain the product and its packaging until we have reviewed the matter.

Depending on the circumstances and your rights under the Australian Consumer Law, the available remedy may include a repair, replacement, refund or other appropriate solution.

For a major problem, you may be entitled to choose between a replacement and a refund. For a minor problem, we may first offer an appropriate repair or replacement where this is reasonably available.

The 30-day change-of-mind period does not limit your rights regarding faulty or non-compliant products.

Where a product is confirmed to be faulty, damaged, or incorrect, Victorian Goddess will cover reasonable return postage costs or provide return instructions.

Sale and clearance items

Sale and clearance items are not eligible for change-of-mind returns unless otherwise stated.

However, sale and clearance items remain protected by the Australian Consumer Law. If a sale item is faulty, unsafe, damaged, incorrectly described or otherwise fails to meet a consumer guarantee, please get in touch with us.

A product will generally not be considered faulty if it was discounted due to a defect that was clearly disclosed before purchase.

Returning an approved item

After contacting us and receiving return approval, send the item to:

Victorian Goddess
Shop 5, 13 Wharf Street
Murwillumbah NSW 2484
Australia

For change-of-mind returns:

you are responsible for the cost of return postage;
original delivery charges are not refundable;
the item remains your responsibility until Victorian Goddess receives it;
we recommend using a trackable postal service and retaining your lodgement receipt.

Victorian Goddess is not responsible for a change-of-mind return that is lost or damaged before reaching us.

Unapproved returns may be delayed or returned to the sender.

Inspection and approval

We will inspect returned items upon receipt and notify you of the outcome.

A change-of-mind return may be refused or reduced if the item:

has been used, opened or altered;
is not in its original condition;
is missing parts or packaging;
has been damaged for reasons unrelated to Victorian Goddess or delivery;
is returned outside the change-of-mind period.

This does not affect any rights you may have under the Australian Consumer Law.

Refunds

Approved refunds will be issued to the original payment method wherever possible.

After Victorian Goddess processes a refund, your bank or payment provider may require additional time to make the funds available. Processing times vary between providers.

If you have received confirmation that a refund was processed but it has not appeared after a reasonable period, please get in touch with your bank or payment provider. You can also contact us at michelle@victoriangoddess.com.au for assistance.

Exchanges

Exchanges are subject to product availability.

If your requested replacement is unavailable, we may offer an alternative product, store credit or refund, depending on the circumstances and your rights under the Australian Consumer Law.

For change-of-mind exchanges, customers are responsible for return postage and any applicable cost of sending the replacement item.

Victorian Goddess will cover reasonable postage costs when an exchange is provided for a confirmed faulty, damaged or incorrect product.

Gifts

If an item was marked as a gift and sent directly to the recipient, an approved change-of-mind return may be issued as store credit to the recipient.

If the purchaser arranged delivery to themselves before giving the item as a gift, any approved refund will generally be returned to the purchaser’s original payment method.

Consumer guarantee rights still apply to products received as gifts, provided that appropriate proof of purchase can be supplied.

Order cancellations

If you wish to cancel or change an order, please get in touch with us as soon as possible.

We will do our best to assist, but an order cannot be cancelled or changed after it has been packed or dispatched. Once dispatched, the change-of-mind return conditions in this policy apply.

This does not affect your rights if the product fails to meet a consumer guarantee.

Contact us

For questions, returns or problems with an order, contact: